Ford/Lincoln Quick Lane Testimonial Transcript
Ford/Lincoln Quick Lane
T.J. Vollmer – Service Manager
Duration – 3:57
Hello, my name is T. J. Vollmer and I am the service manager for Johnson Brothers Ford, Lincoln Quick Lane here in Temple, Texas. We have been running it here at the Quick Lane over the span of a few months and it has quickly become a vital piece of equipment for us on our day to day operations. This system is simply amazing.
I don’t know how to put it any other way. And I can’t tell you how amazing it is. For a manager to be able to possibly capture somebody’s Feedback before they fill out the survey coming from the auto manufacturer, in our case, Ford or Lincoln. When we receive a positive Feedback from a customer, it lets us know that we’re doing our job. And it also allows that advisor to build confidence. On the other hand, and on the other side of it. If we make a mistake, whether it be something with the facility or something with the repair itself, it gives that customer an immediate opportunity to make direct contact with the manager. Which I mean, you tell me how many businesses have that ability.
And, when it’s, it’s a mistake and we did something that wasn’t up to the customer’s expectations, it gives us an opportunity to make sure that we do whatever we can to make it right. Which means we’re saving that customer. That customer is going to come back because I don’t know too many people that have a really bad experience, I don’t know those people that end up going back to the same place over and over again. But I can guarantee you that if the manager reaches out to that customer based off of their Feedback and based off of the issue that they have and makes it right, that customer is going to come back each and every time and that’s what we’ve seen.
This system is different. We currently are using the mirror hangers where, a customer leaves here and they get into their car after having their vehicle serviced. That hanger is right in front of them. It gives them the QR code. They pop up on their cell phone, they scan that QR code, and they are instantly given a platform to say whatever it is that they want to say, whether it’s positive or whether it is regarding a mistake. That is something that I haven’t seen prior to this system.
And again, I can’t say or speak enough positive things about what it does for our customer service scores. It has turned those around in many, many ways. We have saved multiple customers that have gone here and left here that maybe we forgot to change out the wiper blades or maybe we forgot to reset an oil change reminder light. Whatever it might be. They’ve sent that in. We’ve immediately contacted them within minutes and done whatever we needed to do to make it right for them. And that just, simply put, that’s amazing.
So, thank you guys. Thank you for all your hard work over at [Real Time] Feedback. You guys deserve a round of applause and please keep doing what you’re doing because it works and it’s a beautiful system. Thank you and have a wonderful day.