The auto industry is no stranger to recalls. Unfortunately, automotive electronic defects are fairly common, and they present challenges for drivers and auto dealers alike.
Recalls in 2016 were up approximately 6% from 2015, from 868 to 927, with over 50 million vehicles recalled in the United States. Honda has had the largest amount of vehicles recalled between 2015 and 2016, with nearly 14 million. Just last month, in November, Honda expanded its list of models that may have received improperly installed Takata airbag inflators. While the exact number of vehicles affected remains undetermined, in recent weeks, fatal consequences associated with the recall have come to the public’s attention.
When an automotive electronics recall occurs, auto dealerships have to invest large amounts of time, energy, and manpower into not only repairing the defective vehicles, but also managing the drivers who are inconvenienced by the recalls. That is why it is crucial during these periods for auto dealerships to hold together service deliverability, in order to remain profitable and ensure both vehicles and drivers are taken care of.
Service Deliverability is a Major Factor for Dealership Success
When recalls occur, one major factor for a dealership’s success is its ability to excel in service deliverability. At the dealership level, service deliverability can be defined as a dealership’s capability to provide meaningful actions, such as maintenance and repairs, or managing inconvenienced drivers, which allow end users to get back up and running as quickly and safely as possible.
When service deliverability is employed effectively, auto dealerships can remain successful, even during recalls. Success can be measured by a variety of conversions, including turn time, or the amount of time it takes to get a vehicle in and out, and CSI scores, which use a variety of metrics to derive a value, such as the fairness of charges, friendliness of employees, and the expertise of a multipoint inspection done by a trained specialist.
How Does an Automotive Electronics Recall Affect Service Deliverability?
During automotive electronics recalls, service deliverability is compounded by the amount of additional time, energy, and manpower that dealerships must invest to manage both the vehicles and drivers. For instance, because most recalls require VIN specific orders to repair, there are often shortages in product availability, creating backorders and reducing a dealership’s turn time.
The degree to which dealerships’ capability to deliver services effectively and efficiently is compromised is largely dependant on the scale of recall. The Takata airbag recall, for example, will require much more additional investment at a dealership level in terms of outreach and maintenance than a smaller recall would require.
When recalls occur, dealerships not only have to handle the vehicles and drivers inconvenienced specifically by the recall, but also other regular customers who need repairs and services. During recall periods, resources are stretched thin, and often result in reduced turn times, and, potentially, lower CSI scores for dealerships. Therefore, auto dealerships need to figure out ways to optimize resources, such as time, energy, and manpower, in order to remain successful and hold together strong levels of service deliverability.
3 Tips for Maintaining Service Deliverability During a Recall
In order to maintain strong levels of service deliverability during a recall, it is imperative for auto dealerships to excel in three areas: outreach, accommodation, and repairs. Here are 3 quick tips for auto dealers to help facilitate and optimize service deliverability when an automotive electronics recall occurs.
- Outreach. Dealerships must be proactive in their outreach to those affected by automotive electronics recalls. Having recall specialists who are available for drivers inconvenienced by the recall to speak to and who make efforts to contact affected drivers on their own, or extending your dealership’s operating hours, exemplifies that your dealership cares about getting end users back up and running first and foremost, and minimizes damage to the dealership’s reputation.
- Accommodation. Making it easy for end users to schedule the necessary maintenance and repairs for their recalled vehicles isn’t enough to hold together service deliverability during an automotive electronics recall, however. Auto dealerships must go the extra mile to accommodate customers while repairs are taking place. Authorizing a loaner vehicle for the customer to get around in while maintenances are being done and at no charge illustrates a dealership’s commitment to service deliverability and overall customer satisfaction.
- Repairs. Ensure that customers do not have to take the time out of their busy schedules to return on multiple occasions to the dealership, by doing an expert job on repairing the recalled vehicle the first time around. While it is important to maintain strong turn times, even when automotive electronics recalls occur, it should not be done by compromising your dealership’s technical integrity. Even if turn times falter slightly during recall periods, if jobs are handled adeptly the first time around, customers will be more likely to remain loyal to the dealership and review you in a positive light.
