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Pre-Service Checks were a part of the initial employee training program; however, sales staff were not using them as they should. I improved training so that we better incorporated them, improving our efficiency in multiple ways.
The M Check
The M Check
For bicycle service
A procedure for looking over bicycles involving:
A procedure for looking over bicycles involving:
Taking in the customer's complaint
Shaping the order into a defined set of services that we offer
Providing a comprehensive estimate
Image credit: Bicycle Network
Improved workflow by:
Improved workflow by:
Collaborating with service technicians
Updating the tip sheets
Revising training
Followed up with continued training and updates from service staff
2020, Service Manager
Results:
Results:
Made work orders easier and faster
Promoted communication between "front" retail staff and "back" service staff
Better equipped sales staff with assessment tools and questions
Improved customer service with confidence of expertise
Increased our ability to accurately and fairly be compensated for our time spent on service
Increased the efficiency of our appointment scheduling because my
2020, Myself and my staff
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