| Total Quality Management (TQM) having made its | | | | to service and the cost of repair. Make sure that |
| mark in the manufacturing measures of many | | | | your service staff receive regular training in these |
| businesses has had a lasting effect: products have | | | | skills. |
| never been of a better quality than they are | | | | The last step involved in taking an order is the |
| today. This fact is aided by effective | | | | concrete client contract. Here you need to ensure |
| management and is covered on good leadership | | | | that the client is convinced of the necessity of |
| training courses. | | | | every repair and does not feel cheated in any |
| However, suppliers continue to leave the quality | | | | way. |
| of services to chance or to the level of | | | | When possible, work with written orders which list |
| commitment and care of the individual salespeople. | | | | all the agreed service repairs. |
| The following example of a garage illustrates how | | | | No matter how a client rejects your opinion of |
| you can introduce Total Quality Management in | | | | what work is necessary, always explain the |
| the service sector. | | | | potential consequences of their choice. Whatever |
| The arrival of the client | | | | their opinion, never use a threatening tone of |
| The correct order acceptance begins a day | | | | voice ("Just you wait...!"). What is needed is |
| before the agreed deadline: contact the client and | | | | professionally objective advice. |
| make sure that they have not forgotten the | | | | Arrange with the client whether you are to phone |
| service date or make sure that nothing has arisen | | | | them when the work is complete or when they |
| to prevent this taking place. | | | | will be able to call by in person. If they decide to |
| The actual service within the company itself | | | | call in person make sure that a competent service |
| begins by you showing the way that will | | | | representative is available. |
| eventually lead the client to placing the service | | | | The repairs |
| order. In many service companies this is where | | | | This is where the client and their car part |
| the first obstacles tend to arise. | | | | company: the client leaves the garage and the car |
| You must make sure that your sales people are | | | | goes to the repair workshop. Maintain contact |
| aware of any service order the client has placed. | | | | with the client during this time. If your mechanics |
| This is particularly important during low staffing | | | | discover further problems with the car during this |
| periods as your salespeople are busy with other | | | | time, make sure that a member of your service |
| matters and are not, therefore, necessarily ready | | | | personnel contact the client and discuss the |
| to receive the service order. | | | | situation with them. If the car is ready sooner |
| During particularly busy times you need also to | | | | than expected the client must be informed of this. |
| ensure that clients are dealt with 'properly'. There | | | | Collection |
| is nothing more annoying for clients than to see | | | | The first thing the client receives when they |
| someone who came after they did be served | | | | arrive to pick up the car is the invoice. This should |
| first. | | | | be clear, comprehensible and detailed. A |
| Taking the order | | | | competent service employee should be on hand |
| You have to find out what it is the client wants. If | | | | to answer any questions the client may have |
| you have not established a sensible line of | | | | concerning the invoice. |
| communication between your salespeople and | | | | Make sure that the client gets their car back in a |
| your clients, this may well lead to expensive | | | | neat and tidy condition. It is customary to give |
| mistakes for both sides. Instruct your salespeople | | | | the client a 'free' car wash following a main |
| to repeat the client's wishes in order to avoid | | | | service. Clients appreciate such a gesture. |
| misunderstandings. Communication is a key factor | | | | The client will only know in a few days' time |
| and it is also a core subject leadership training | | | | whether they are satisfied with the repair work. |
| courses. | | | | Tip: Leave a client satisfaction questionnaire in the |
| The best solution is often for the client and | | | | car and ask the client to hand in the completed |
| service staff to carry out a joint inspection of the | | | | questionnaire the next time the car needs |
| subject of the service. It is often a lack of clarity | | | | servicing. Alternatively call the client two to three |
| on the part of the client that creates difficulties in | | | | days following collection to verify that they are |
| the service. "There's something wrong at the | | | | pleased with the repair work that has been |
| back on the right hand side", "It's not gripping | | | | completed. This way you will give the client the |
| properly", etc. are typical examples of this. | | | | impression that they are important and that you |
| In this situation, your service staff need to have | | | | are taking their opinion seriously. You will also find |
| both technical and communication skills: they have | | | | out about the quality of your service work. This |
| to identify the problem correctly and explain what | | | | hard work by staff should be supported from the |
| the problem is to the client in plain English! They | | | | top as taught on all good leadership training |
| must also be able to estimate the time it will take | | | | courses. |