Launching a home service is a real challenge for automotive professionals. This service can greatly improve customer satisfaction, but it can also be a real nightmare to set up. Here, we explain the mistakes to avoid when launching a home service! While the home service economy has been booming for several years in France, and now covers sectors ranging from meal delivery to ironing, the automotive industry is not left behind, and is also testing these innovations with its private and professional customers. Not all are created equal, however, and several players have already paid the price: from a service that nobody knows about to a logistical nightmare, here are 5 mistakes to avoid.
Launching a home service is a real challenge for automotive professionals. This service can greatly improve customer satisfaction, but it can also be a real nightmare to set up. Here, we explain the mistakes to avoid when launching a home service!
While the home services economy has been booming in France for several years now, affecting sectors ranging from meal delivery to ironing, the automotive industry has not been left behind, and is also testing these innovations with its private and professional customers. Not all are created equal, however, and several players have already paid the price: from a service that nobody knows about to a logistical nightmare, here are 5 mistakes to avoid.
Faced with a new service whose success rate and cost are still unknown, most players prefer, and rightly so, to start with a POC: an American acronym imported into France a few years ago, the POC or Proof of Concept theoretically enables new concepts to be tested before any decisions are taken. In practice, it's used to test a service before asking the right questions.
Many car manufacturers are launching home services more as a "fad", or to be able to meet the occasional expectations of their customers, without any quantified ambition as to the number of customers to be satisfied or the expected profitability of this type of service.
It's important to measure the efforts required to launch a home service.
First of all, there's a considerable need to train in-house staff in advance on the conditions of the service and how it will be carried out. In fact, all teams must comply with certain provisions in order to offer a unique quality of service.
This inevitably leads to a change in the way the workshop operates. It's a question of striking a balance between this new lever and the habits already firmly established in the workshop or dealership. Home service solutions offer productivity and time-saving benefits, which call for meticulous internal organization in order to make the most of this leverage.
All these changes may raise some fears internally about staff jobs in the face of this new service. But don't panic! All you have to do is manage and overcome the resistance to change and anxiety that this new arrival may generate. The main aim is to lighten the load on employees and enable them to meet their vehicle entry and exit targets as effectively as possible.
It's never intended, yet mistakes in partner selection are more common than you might think. There are three main types of partner to avoid if you want to get the most out of your home service.
Firstly, the partner who has no experience of integrating the service into partner teams.
Secondly, today, digital is the backbone of the services we offer. You need a partner with the technology to manage the service from A to Z.
And last but not least, think big and avoid a partner that's too small, too fast and too redundant. Aim for the right partner with an efficient hotline.
At Otoqi, we've developed a turnkey solution for dealerships!
The first reflex is often to try to charge a margin for the service: "It's an extra service, it has to be paid for".It's difficult to sell this service at a profit: 80% of customers take it if it's offered, but only 10% are prepared to pay for it separately. Charging for the service with a mark-up considerably reduces demand, and ultimately results in the permanent elimination of home service in your workshop or dealership.
Once this condition has been integrated into the workshop strategy, it's simply a matter of taking full advantage of the service and the benefits it brings. Regular use of the service enables us to handle more customers with the same workshop floor space and the same number of employees: the benefit of this lever is above all the free service we can offer our customers.
The result: new customers in your database and a considerable increase in the loyalty of existing customers.
You've opted for a quality in-home service, and your partner will bring the expected results to your workshop or dealership without a doubt. However, the efficiency and communication of this service depends to a large extent on in-house teams.
Many sales and reception teams forget to talk about customer service, and yet it's the starting point for a well-executed service. A service that is not offered is a service that is never used, and so will eventually disappear for lack of application.
.svg)
.svg)
.svg)
