Quality Management
Deliver consistent service quality and build customer trust
Dealership quality management ensures service work meets manufacturer standards, customer expectations are managed accurately, and processes deliver consistent results across sales and service departments.
Quality Management for Car Dealerships
Quality service builds CSI scores, generates positive reviews, and drives repeat business. Systematic quality management prevents comebacks, reduces warranty claims, and protects dealership reputation.
Service Quality Standards
Diagnostic Process: Thorough multi-point inspections before quoting work prevent surprise costs and customer disputes. Document findings with photos for transparency.
Workmanship Standards: Technicians should follow manufacturer specifications, torque requirements, and safety protocols. Peer reviews catch errors before customer delivery.
Quality Control: Test drive, functionality check, and detail inspection before delivery prevent "repair didn't work" complaints.
Customer Communication: Set realistic timelines, call before performing unapproved work, and explain repairs clearly. Communication gaps cause most negative service reviews.
Sales Quality
Transparent pricing, accurate vehicle descriptions, and clear financing terms prevent post-sale disputes. Train sales staff to under-promise and over-deliver rather than creating unrealistic expectations.
Metrics That Matter
Track comeback rate, CSI scores, service review sentiment, and sales satisfaction scores. Top dealerships achieve under 3% comeback rates through systematic quality processes.
How to guides
Build a Dealership Quality Management System
- 1 Create multi-point inspection checklists with photo documentation
- 2 Establish approval process requiring customer consent before extra work
- 3 Implement quality control checklist before every vehicle delivery
- 4 Track comeback rate and CSI scores by advisor to identify training needs
- 5 Set realistic service timelines with buffer for unexpected issues
- 6 Train service advisors on clear communication and expectation management
Articles on Quality Management
Frequently asked questions
How do we reduce service comebacks? ▼
Implement quality control checklists before delivery (test drive, function check, detail inspection) and offer clear communication about what was fixed and what requires future attention.
What causes most negative dealership reviews? ▼
Communication failures: not calling before extra work, missing promised timelines, unclear pricing. Process improvements in communication prevent 60%+ of negative reviews.
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