Volvo’s Personal Service Technician concept (PST)
Volvo customers have access to a Personal Service Technician. I encountered this feature at several of their dealerships in Scandinavia. Volvo dealers have had a huge success in transforming their workshops into a PST concept, in terms of both Customer Satisfaction and turnover. The concept is very simple to understand and can be implemented without major modifications to your existing organization, but a bit of change management must be foreseen.
As the name indicates, the personal service technician takes over every step in the service process and implements all contact points with the customer in a very personalized way. To explain it in a simple way:
How PST works
1. The customer schedules an appointment directly with the PST. The PST takes the customer’s phone call right away. (If the PST has another project he is working on, he can return to it after he takes the phone call). The booking process is followed and the workshop order is typed directly into the DMS with customer comments noted. If this is a first-time appointment, the customer is given the name and number of the garage work bay where he is to meet the PST. If this is not a first-time appointment, the customer and PST already know each other (which is the strength of this concept). At this meeting, the PST prepares a schedule for repairs, ordering of spare parts, etc.
2. As soon as the customer enters the dealership, he goes directly to the workshop by following the signs. When the customer enters the workshop, a large photo of the mechanic (with his name and number visible) directs him to the proper station. This is only necessary the first time that the customers meet the PST. This procedure defines the Personalized Customer Reception.
3. The scheduled vehicle repair or service is handled by the PST. He also conducts any necessary follow-up calls to the customer. The interaction between the PST and customer are more relaxed because they have already established a business/ personal relationship.
4. The PST has overseen quality control of repairs and is now prepared to hand over the vehicle to the customer. This is an easy job as the PST has already been involved in all steps of the service process.
5. The PST returns the vehicle and reviews the invoice with the customer. The invoice review is simplified because the customer has been informed every step of the way during the repair process and is already aware of the charges.
6. The PST is responsible for customer follow-up by informing the customer of the forthcoming ICLI and CSI interviews (conducted by either phone call or mail). He also uses this opportunity to notify the customer of the next scheduled service and/or tire rotation.
PST is a very simple way of approaching the customers with big success. It is similar to the concept of Lexus “One face to the customer” (see Lexus chapter in “Learn how to Put the Customer First!”) and read the full story of PST in “Learn how to Put the Customer First!”)