Bringing the Garage From The Dealership to the Front Door with Jeremy Stephens

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In this session from ASOTU CON 2024, Dan Shine converses with Jeremy Stephens, Remote Service Director at Bozard Ford Lincoln. They delve into the transformative power of mobile services in the automotive industry. Jeremy shares insights into how mobile service units have enhanced customer satisfaction by providing convenient, on-the-spot services. He highlights the growth of their fleet from seven to nineteen vans and discusses the unique training and customer-facing skills required for their technicians. Jeremy also touches on the operational benefits, such as freeing up main shop resources for more complex tasks.
Jeremy recounts various customer experiences, emphasizing the value of mobile service in eliminating common dealership pain points. By offering services at the customer’s location, Bozard Ford Lincoln not only enhances customer convenience but also strengthens customer retention and loyalty. This innovative approach has allowed them to swiftly address issues, sometimes even preventing potential deal breakouts. The session encapsulates the essence of customer-centric service, demonstrating how modern dealerships can adapt to meet customer needs more effectively.
0:00 Intro
0:24 Jeremy Stephens discusses mobile service at Bozard Ford.
1:47 Customer satisfaction and feedback on mobile services.
2:15 Growth from 7 to 19 mobile service vans.
3:23 Training and hiring for mobile service technicians.
4:43 The value proposition of mobile services for customers.
6:24 Service range and operational strategies.
7:34 Addressing small repairs without shop delays.
10:09 Turning potential negative experiences into positive ones.
Thanks to Effectv for making this episode of ASOTU CON Sessions possible! Learn more about Effect here: https://www.effectv.com/
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