On meeting the expectations of luxury customers
Audi is doing a great job of listening to the customer. The main thing they want is to have their vehicle fixed right the first time. Dealers are hungry for suggestions on how to make their customers happier.
On how years of increased sales and vehicles in operation have affected Audi dealers' ability to service cars quickly
J.D. Power said, you have a problem — up to four days' wait for a service appointment. We've dissected Power's [Customer Service Index] report and we've changed our strategy.
We looked at each store individually, at all the points that made up the production system, and made a database of those items. Then we offered free training to service and parts managers on how to increase production of the shop without waiting for new brick-and-mortar stalls to be built.
We have an internal goal this year of adding 100,000 new [service] hours to be sold. Last year, we added 166,000 new hours.
On improving the process for scheduling appointments online
Customers were telling us they didn't like calling in to make an appointment. So now we are pushing online appointments. And we are asking the dealers to be very specific on what an online appointment system is.
On dealerships adding weekend hours for the service department
We have increased Saturday hours 68 percent in the last five years. We even have three stores open on Sunday.
On service customer retention after warranty expiration
We've had very good luck with retention. We have about 76 percent of our customers with vehicles seven years in operation come in at least once a year for customer-pay [work].
They are very loyal. It's not only the increased sales. Customers like coming into the dealerships for Audi's expertise.
On Audi's parts fill rate
We've added two parts distribution centers in the last 24 months, one in Tennessee and the other in California. Now, 97 percent of our dealers will get parts overnight.
By 8 a.m. the next morning, the parts will be in the service department from our overnight delivery. That has made a tremendous increase in our productivity and customer satisfaction.