Showcase: Porsche of the Main Line Service Center
Department: Porsche of the Main Line's Service Department Dealer Group: RDS Auto Group Bays: 16 Average Monthly Car Count: 758 (based on a 21-day month) Staff Size: 20 (12 techs, 3 service advisors, 3 lot attendants, service director and warranty admin.) Annual Revenue: $3.2 million
1. Personalized Welcome
As soon as customers roll up to the service drive at Porsche of the Main Line, a premier Porsche dealer located in the Philadelphia area, they are greeted with high-end technology that recognizes their license plates. According to the fixed operations director, Mike Rosen, this license plate recognition system picks up license plates and displays them on a large television screen, along with the customer’s name and contact information. Along with that information, a headshot of the service advisor who will be working with the customer is shown on the screen for the customer to see.
2. Customer Pick-Up Options
When customers are ready to get their vehicles serviced, there are a few ways of handling that. Depending on the kind of servicing the vehicle needs, customers of Porsche of the Main Line’s service center can choose from the service center’s 38 loaner vehicles or request to get their vehicles picked up from their residence. If they personally drop off vehicles and request a loaner, service advisors will have the loaner car staged in the morning, ready for the customer.
The largest portion of business at the service center comes from vehicles that are picked up, Rosen notes. He has a designated transportation manager coordinate pickup and deliveries. The service center employs 12 drivers that will meet customers at the pickup location, drop off the loaner vehicle and bring the customer’s vehicle back to the service center.
The dealership has two box trucks that can make the trek to pick up vehicles in distant locations. It will be adding a third box truck in the near future.
3. Service Segmentation
Technically, according to Rosen, there are two shop-within-a-shop that service vehicles. The reason for dividing up work into two service areas is because Rosen maxed out the space in the main shop as the operation began to bring in more business than the main shop could complete. He knew he needed to do something to prevent growth in inventory.
The main service area has 10 technicians, nine bays and an alignment rack. The smaller, second shop is located in the pre-owned vehicles building. Here, he has two more techs and five bays. Only pre-owned vehicles are handled in one of the second shops.
4. Improving the Customer Experience
Like most service centers, Porsche of the Main Line performs a complimentary alignment check and the results of the report are displayed on a television screen in the service department for the customer to see. The service advisor will then walk the customer through each point.
To best service each customer's vehicle, Porsche of the Main Line employs five gold-certified technicians, the most out of any Porsche dealership, he says. Additionally, Rosen has three silver techs and two bronze-certified Porsche technicians.
Rosen notes that his service department works on vehicles that come from other dealerships in the area. He estimates that 15 percent of the service work his department produces comes from vehicles not sold at Porsche of the Main Line.