Magnify Your Service Customers’ Experience
Providing a world-class experience for your service customers is not only a requirement today, but also the pathway to creating lasting relationships for your dealership. With strong communication, service procedure transparency and consistent performance, your Service Department and service team become beacons of trust for your brand and the boating community you serve.
By creating a rock-solid service processes with accountability you will enhance your customer’s experience with your business and display authentic leadership. This dedicated level of governance treats your customers as individuals and not simply transactions and sales numbers. In showcasing genuine concern for their needs, you help to build rapport and create a strong bond that outlasts market challenges.
MRAA Data
Survey: Tactics to Enhance Service Customer Experience
Marine retailers share tactics and strategies that they have put in place to improve their customer’s experience in the Service Department.
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Repair Event Cycle Time – The No. 1 KPI to Boost Your Service Customer Experience
It’s vital for your dealership’s service department to help create efficiency, maintain respectable repair event cycle time and insert a service process to ensure your customers are able to enjoy their boat during the summer. The objective is to keep them boating and not enjoying summertime fun without a boat in the water.
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RECT Best Practices — Control What You Can Control
One of the biggest challenges for service departments is having the correct parts available to complete customer repairs. Your dealership needs to get a handle on this for many reasons, but also to capture more sales opportunities and create quicker turnaround times for you current customers. By Rob Grant, Director Manufacturer Solutions, Lightspeed.
Customer Perception Video Series – Part 1
With Kurt Von Ahnen
Learn why you need to go behind the scenes at your dealership to take photos to capture the views your customers see every day. Exposing these areas of your dealership will help you clean up your store and make it more presentable, helping you enhance customer experience.
Customer Perception Video Series – Part 2
With Kurt Von Ahnen
After helping you uncover ugly spots at your dealership, Kurt explores your showroom design, products and messaging. Give your customers a better experience with a fresh showroom, updated accessories/products and use appropriate signage. Do this for your digital storefront as well.
Customer Perception Video Series – Part 3
With Kurt Von Ahnen
Kurt explains that your Service Department (fixed operations) can directly influence your customers’ relationship with your dealership. By cleaning up your shop and installing better processes, you can focus on building relationships with your customers to improve their experience.
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Back to the Basics to Enhance CX
Sometimes you just have to return to the basics and practice to sharpen your skills. Your service department isn’t immune to taking short-cuts or getting back-logged due to improper process or things outside of its control. However, you have to realize delays and disarray can impact your customers and lead to stress and future trouble. So it’s critical to right the ship, focus on the fundamentals so you can positively impact your customers’ experiences.
DEALER WEEK 2023 COURSE
Solve Your Parts & Service Customers’ Problems
Sales pros need to adapt their techniques to match the evolving expectations and behaviors to help humanize your sales process to form lasting relationships. It’s important for you to embrace change and develop sophisticated strategies to earn customer access through your expertise. Enhancing your skills helps you position value over price, enhance customer confidence and close sales effectively. The Dealer Week Online course with Ryan Estis of ImpactEleven helps you master storytelling to build customer intimacy, create plans for a personalized value proposition and improve your efficiency with lead management.
Silver & Gold Members ONLY:
Not a Silver Member? Learn more about Silver Membership!
DEALER WEEK 2023 COURSE
Get on the A-List for Premium Service Success
To benefit everyone at the dealership, you need to understand how to become an A-List shop offering premium service and experiences. You do this by uncovering the elements required to achieve Premium Service Success, identifying areas of improvement to benefit your store and apply the top-tiered dealership best practices.
Silver & Gold Members ONLY:
Not a Silver Member? Learn more about Silver Membership!
GUIDE
Fine-Tune Your Processes
Strategy No. 7: Fine-Tune Your Processes in the MRAA’s Guide to Navigating 2024 has resources for MRAA members of all levels. This category helps you understand your current operations, implement tactics and a process that helps you adapt and overcome your pain points and fill any gaps. You’ll learn about best practices and expert-driven education that aids you in getting a grip on your business so you can keep your customer happy and coming back for more.
MEMBERS ONLY:
Not a Member? Get a preview of the Guide to Navigating 2024, here.
ONLINE COURSE PACKAGE
Take Your Service Writing Skills to the Next Level
The proficiencies of your Service Writer can directly impact your Service Department and the entire dealership. When they excel, your team improves and so does your customer loyalty. In addition, your entire store performs better, revenue grows and profits rise. Use this impactful e-learning course, complete with relevant tactics and resources, to take your skillset to the next level.
Silver & Gold Members ONLY:
Not a Silver Member? Learn more about Silver Membership!
TRAINING ‘N’ TACTICS
3 Ways to Earn Your Service Customers’ Trust
Your dealership service department must focus on customer relationships, especially during times of uncertainty and marketplace change. This MRAA Training ‘N’ Tactics course features expert Chris Collins, who outlines three strategies to adopt that will help your service managers, advisors and technicians gain customer trust, thereby increasing revenue, profits and improving the work environment.
Silver & Gold Members ONLY:
Not a Silver Member? Learn more about Silver Membership!
CASE STUDY
Inland Boat Co.’s Service Communications
Use the Four Square Closing Worksheet to find out what kind of buyer your customer is: a cash buyer, a payment buyer, do they have a trade-in or are they a difference buyer? This form is very similar to those used by automobile dealers to “desk” deals with prospective customers.
AI FOR MARINE INDUSTRY EDUCATION
Ask Aimie!
Marine dealers need an AI chatbot with trusted and credible information specifically for their businesses. Aimie, exclusively trained on marine industry education, does just that.
Think of her as a ChatGPT specifically designed for the marine industry and running top-shelf service department.
Looking for more Service Department tactics and best practices? Just ask Aimie! She was recently recognized by the Marine Marketers of America, winning the Neptune Award for Best Use of AI.
