Thursday, September 23, 2021

Alternative communication from service advisors provides a more convenient customer experience

To the Editor:

As someone whose role it is to bring the family vehicles in for service, I feel Brian hit the nail on the head here. It’s taken the pressure of COVID for my dealer to finally – FINALLY – make some changes to processes that were really irritating. As a parent, I can’t stand it when someone is working with the sniffles, much less the full-blown flu and they’re crawling in and out of my vehicle. Sure, it protects the staff when they aren’t coming to work sick anymore, but more importantly (in my view, at least) it protects me and my kids. It’s hard to believe it was a pandemic that forced this change. 

As for the communication part, my service advisor has texted me for at least the past few visits, only calling when there was something more important that needed to be talked about. It’s more convenient, but I wouldn’t say that I mind phone calls from the service department while my car is there. But it’s true – forget emails. There’s no way I’ll respond to an email right away. You’re lucky if I see it before the end of the day.

Thanks,
Marc J.


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