Internal customers and external customers both initiate requests for service. Internal customers include the sales or receiving departments requesting a PDI (pre-delivery inspection) service, as a unit is received, or any other dealership personnel requesting additional service once the unit is on the lot (lot damage, delivery prep, etc.). External customers are our purchasing customers who need ongoing repairs, maintenance, upgrades, etc. Our opportunity is to satisfy all of our customers, internal and external.

Requests for service come to us in a variety of ways. Often the customer is at our dealership to request service directly from the service advisor desk. Requests might come to us by way of a receptionist or sales person who directs a customer to the service department. Sometimes the service request comes through a phone call, email, or text. The customer might be a referral, or they may have found us through advertising, or as a lead generated by our business development efforts on-line, or otherwise.

The first need of a service department is to define these contact methods and make it clear and easy for the customer to make this initial contact to request service.