What can a customer expect on their first visit?

Summary:

Jaden walks through the customer experience from arrival to pickup. A customer who comes through the door is greeted by either Jaden or Nicole, and Nicole handles check-in, whether the visit is for a diagnosis or for work such as a rebuild. Once the vehicle is checked in, Jaden diagnoses it and then calls the customer with his diagnosis and what he believes is going on. If repairs are needed he provides an estimate, and the customer decides whether to move forward. If the work proceeds, he makes a point of keeping customers updated throughout, particularly on rebuilds, which can take one to two weeks. He typically calls mid-process and again near completion. After the rebuild is finished he test drives the vehicle, puts it back on the lift to double check it, and then calls the customer for pickup.

Answer:

So customer experience, they'll walk through the door, they'll be greeted by either me or Nicole. And then Nicole will usually check them in, whether we're doing a diagnosis or doing work, doing a rebuild or whatever. So once they're checked in, I'll diagnose the car and then I will call them with what my diagnosis is, what I think is going on. If it needs repairs, then I'll give them an estimate for the repair, and then they can say yes or no with whether they want to move forward with the repairs. And then if we move forward with repairs, then I try to keep people updated throughout the process, especially with rebuilds, because rebuilds can take one to two weeks. If we wind up doing the rebuild, then I try to call and update them kind of in the middle of the process and then kind of towards the end when we're getting close. And then after we're done with the rebuild, then I test drive it, and then we put it up on the lift and double check it one more time after I test drive it. And then after that, then we will call the customer and tell them that the car is done and ready for pickup.