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Now, more than ever, customer service is imperative to the success of your business. With 90% of consumers reading reviews online before even visiting a business, it is critical that your business leaves a good impression on its customers. The way you run your parts department plays a big role in that.
Combine this with your potential customer’s ability to quickly find alternative providers and better pricing online, and it becomes detrimental to your business if you fail to obtain positive feedback whenever possible.
Before you get started on improving customer service, you must first look at how you can measure your company’s performance in that area. To do this, you want to focus on three key inputs:
After reviewing this information, you will have a better idea of how your customers feel about your business. Hopefully the outcome is positive, but no matter where you stand in regards to your customer satisfaction levels, it is important to realize that there are always ways to improve.
Pro Count West as listed three ways that your auto dealership can improve the operations of its parts department and increase customer service levels.
Inefficient supply chains increase costs and can drive customers away (and towards your competition). By better understanding your supply chain and being prepared for delays in delivery, you can better mediate your customer relations.
To improve supply chain efficiency, you want to consider automation, minimum stock levels and ensure you have back up suppliers in case your current supplier is out of stock or parts are on backorder.
Understanding how your parts sell is critical to serving your customers as quickly and efficiently as possible, whether they are ordering parts or having service done on their vehicle.
To get to know your inventory better, look at past sales trends, seasonality, proposed marketing initiatives and similar information to come up with an informed prediction about how much of a specific SKU your automotive parts department should have on hand at any given time - and how much you will need in the future.
Sorting through a haphazard parts inventory is not only tedious but can be detrimental to your customers' overall opinion of your business. Your customers expect to be served quickly and accurately and, in most situations, the longer they have to wait to find out whether you have the part, the more their satisfaction with your business will decrease.
By effectively organizing your parts, recording incoming/outgoing inventory and being able to quickly see what you have on hand means that your staff will spend less time looking for parts and more time serving your customers in a timely manner.
Your success depends on your customers. By ensuring that they leave your business feeling happy and well looked after, you can increase the likelihood of them returning for future work and recommending them online and to their friends.
Looking for expert help to ensure that your parts department is doing all that it can to optimize customer satisfaction and order fulfilment? Contact Pro Count West today.
Pro Count West, L.L.C.
Phoenix, Arizona
Chicago, Illinois
New York, New York