RV PRO

June '17

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rv-pro.com June 2017 • RV PRO • 93 source those parts. There are part locator services available that allow you to iden- tify the availability of specific items at a vendor's warehouse and other dealers in your network. This will help you to source those parts faster and allow you to manage your customers' expectations about the delivery timeline. Another tip for providing a great cus- tomer experience is to make sure you work closely with your service department. They should be scheduling their service work. Do a daily review of their service schedule so you can identify parts needed for upcoming repairs in advance. This will allow you to have the parts needed once the RV comes in to the shop. The key is making sure you clearly communicate with your customers. This becomes more important for those custom interior items being covered under warranty, or for replacement. Be sure to explain the situation and provide regular updates as the parts are ordered and instal- lation is scheduled. This will provide a premier customer experience. 5. Make sure your service customers don't fall through the cracks. For many of you throughout the country, the season that your customers can get out and use their RV is short. So, the last thing a cus- tomer wants is to have their RV sitting in your service shop. Sometimes the wait is legitimate and out of your control, but sometimes it's simply because a repair order has slipped through the cracks. Having the proper systems in place for tracking, scheduling and follow up is critical. Your dealer management software should be able to provide you with pro- cesses to manage your repair orders. Make sure you understand the tools you have available and then train the rest of the team on how the process works. Make sure you stay in touch with your customer. This should start before their ser- vice appointment with a reminder phone call, text or email. When they pull into the service area greet them by name and let them know when you will have a status update. Finally, if you say you are going to do something – make sure that you do it. Customers understand that there will be hiccups. They simply expect to have an honest and open relationship with you. It's All About the Customer You know your business and what experience you want to provide your cus- tomers. These five strategies will hopefully provide some insight and a reminder on ways you can provide a positive experience for your customers. Remember – business is about how you make people feel! The RV industry is changing quickly. Your DMS needs to evolve, too. Upgrade to CDK Lightspeed ® EVO and stay ahead of the competition. cdkglobalrecreation.com/lightspeedevo © 2017 CDK Global, LLC / CDK Global and Lightspeed are registered trademarks of CDK Global, LLC. 17-9635 READY TO YOUR BUSINESS?

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