From: Lee (Original Message) Sent: 12/17/2002 7:49 PM
My team is working on a plan to attack the obsolete equipment that we have in the field. Any ideas from you guys? Some general thoughts:
On the old stuff, it takes the better techs to keep it running. I would rather have them working on the new stuff where I can put their experience to good use.
By the time the customer FINALLY decides to replace the old piece of junk, they wouldn't dream of buying anything else from you, since you couldn't keep their last machine running and it's been nothing but trouble...
With turnover in the office place, the folks in the office may not have been around when the machine was new and in it's prime. They think it's always run like this
Because of the tech's desire to see a customer with an old piece of junk get a new piece of equipment, they sometimes have misguided priorities. They'll give the better response time to the junk, while the customer that has the multifunction device waits.
The customer with the junk seems to scream the loudest. Squeaky wheel gets the grease.
The tech talks to the customer about parts availability, then goes to the car and gets the part that's needed for the repair
Service raises the contract yearly, then a competitor walks in, convinces the customer that you've been robbing him the whole time, and they buy from the wiseguy.
Just looking for some ideas on what you would like to see happen or perhaps what your dealerships are doing now.
Thanks!
Lee
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