EXPERIENCE A HIGHER STANDARD
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- Martin Gallagher
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1 EXPERIENCE A HIGHER STANDARD
2 THINK ABOUT THE TYPICAL SERVICE EXPERIENCE Are your trucks back on the road in a timely manner? How is the communication? How consistent is the service? Is the technician a trained professional? Is the issue fixed correctly? the first time? Do you get your money s worth? 2
3 THE NEED FOR ELITE SUPPORT ELITE SUPPORT NETWORK EST
4 WHAT IS ELITE SUPPORT? Freightliner and Western Star dealerships earning the Elite Support certification deliver unmatched customer service and efficiency every time a truck comes in for maintenance or repair 4
5 ELITE SUPPORT CRITERIA AREAS 1. Customer Amenities 2. Hours of Operation 3. Cleanliness 4. Customer Parking 5. Retail Parts Display 6. Signage 7. Web Site 8. Greeting and Customer Acknowledgement 9. Express Assessment 10. Express Assessment Tracking and Reporting 11. Customer Updates 12. Back Counter Parts Availability 13. 5S (Safety and Standardization Method) 14. Quality / Comebacks 15. Customer Surveys 16. Training 17. Continuous Improvement Coordinator 18. Change Management Team 19. Employee Appearance 20. Truck Sales Delivery 5
6 ELITE SUPPORT CRITERIA AREAS 1. Customer Amenities 2. Hours of Operation 3. Cleanliness 4. Customer Parking 5. Retail Parts Display 6. Signage 7. Web Site 8. Greeting and Customer Acknowledgement 9. Express Assessment 10. Express Assessment Tracking and Reporting 11. Customer Updates 12. Back Counter Parts Availability 13. 5S (Safety and Standardization Method) 14. Quality / Comebacks 15. Customer Surveys 16. Training 17. Continuous Improvement Coordinator 18. Change Management Team 19. Employee Appearance 20. Truck Sales Delivery 6
7 ELITE SUPPORT CRITERIA AREAS 1. Customer Amenities 2. Hours of Operation 3. Cleanliness 4. Customer Parking 5. Retail Parts Display 6. Signage 7. Web Site 8. Greeting and Customer Acknowledgement 9. Express Assessment 10. Express Assessment Tracking and Reporting 11. Customer Updates 12. Back Counter Parts Availability 13. 5S (Safety and Standardization Method) 14. Quality / Comebacks 15. Customer Surveys 16. Training 17. Continuous Improvement Coordinator 18. Change Management Team 19. Employee Appearance 20. Truck Sales Delivery 7
8 CUSTOMER CONCERN: COST 8
9 THE ELITE SUPPORT DIFFERENCE: BETTER VALUE Highly trained technicians Investment in facilities and equipment Superior support from Freightliner and Western Star 9
10 CUSTOMER CONCERN: DOWNTIME 10
11 THE ELITE SUPPORT DIFFERENCE: FAST TURNAROUND Express Assessment Our commitment to provide a preliminary diagnosis and communication to the customer within two hours of arrival Accurate and timely communication 11
12 THE ELITE SUPPORT DIFFERENCE: FAST TURNAROUND Mission Critical A data-driven stocking program that analyzes parts usage for each location to more effectively make parts available when customers need them Reduces downtime spent waiting for part NATIONWIDE PARTS DEMAND 12
13 THE ELITE SUPPORT DIFFERENCE: FAST TURNAROUND Efficient technician work stations Faster turnaround times Less time looking for tools Safer for personnel and vehicles 13
14 CUSTOMER CONCERN: POOR QUALITY 14
15 THE ELITE SUPPORT DIFFERENCE: SUPERIOR EXPERTISE Formal training process keeps every tech up to date 15
16 CUSTOMER CONCERN: ABANDONMENT 16
17 THE ELITE SUPPORT DIFFERENCE: PERSONAL RELATIONSHIPS Elite Support Certification requires a commitment to Continuous Improvement Every dealership employs a Continuous Improvement Coordinator focused on improving how each location operates 17
18 CUSTOMER CONCERN: CONSISTENCY 18
19 THE ELITE SUPPORT DIFFERENCE: CONTINUOUS IMPROVEMENT The 9 Lean Principles 19
20 THE ELITE SUPPORT DIFFERENCE: CONTINUOUS IMPROVEMENT Dealerships identify and initiate their own Continuous Improvement projects 20
21 THE ELITE SUPPORT DIFFERENCE: CONTINUOUS IMPROVEMENT Customer surveys are required and suggestions are often implemented Elite Support dealers are recertified annually to ensure a consistent experience across the network Spot checks throughout the year ensure quality 21
22 179 CERTIFIED DEALERS 91 Dealers in Process 22
23 WHAT OUR CUSTOMERS ARE SAYING 23
24 THANK YOU To Experience a Higher Standard, visit EliteSupportNetwork.com
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