“We know that the main thing customers expect when they bring a vehicle to our service departments is to fix the vehicle right the first time so they don’t have to bring it back,” said Scott Orsini, owner of the Executive Auto Group adding, “When that expectation is met our customer feels confident that they made the right decision on where to have the work done and confirms the fact that they get real value for their money.”
How is the Executive Auto Group so successful in getting work done the first time? There’s a lot more involved than you might think…
“The first step is for the service advisor to provide an accurate estimate of time required to complete the repair work,” explains Joe Chapman, Service Advisor at 
Executive Honda in Wallingford. “Keeping the customer informed is critical said Tony Devivo, Appointment Coordinator at Executive Nissan in North Haven, adding “If the work is running longer or shorter than the time allotted, the system has to be updated so shop capacity can be updated and the customer can be immediately updated. “If this communication doesn’t take place, the customer will be wondering what’s going on with their vehicle and we could schedule too many appointments compounding the problem” adds Jason Hastey, Service Consultant at Acura By Executive.
What Else does it take to fix it Right the First Time?
Thomas “Tucker” Sampiere, Service Manager at Executive KIA in Wallingford lists the following essential activities:
- The problem with the vehicle must be diagnosed accurately and doing so includes a test drive
- The service technician that is best suited by training and experience is assigned to the repair job
- Tools, equipment, parts, and service-related information are all readily available
- Communication is ongoing between the service advisor and the service technician
- Every vehicle is inspected for additional repairs and the customer is informed
- All work is inspected when completed before taking the vehicle for a second test drive
- Service technicians write a clear and concise explanation of the work that was done
- Every vehicle gets returned clean, inside and out to every client every time
- Go that extra mile to earn the customer’s trust and appreciation
“Fixing a vehicle right the first time includes documenting all work done and no one knows that better than the service technician,” according to Al Ford, Service Manager at Executive Dodge Jeep in Wallingford, “But what’s obvious to the service tech may not be quite so obvious to the service advisor,” added Jason Secor, Service Manager at Liberty Mazda in Hartford. “We know that customers want to know what work was done and a complete repair story gives that information so they know the full value of what they’re paying for,” said James Gray, Service Advisor at Liberty Honda in Hartford, “.
Whether it’s an oil change or a new set of brake pads, we provide additional services that in many cases the customers just can’t see. In an effort to provide our clients a service 
that they can see all Executive Auto Group service departments offer a complimentary car wash and vacuum so the vehicle is returned to the customer clean with an almost-like-new feeling again, said Frank Gargano, Service Manager at Executive Jeep in North Haven. Howard Broad, Service Manager at Executive Auto Center in Wallingford summed it all up by saying, “We want our customers to know that we really appreciate their business so we try to go the extra mile by providing amenities like a clean customer waiting area, complete with complimentary refreshments, a kids playroom, large flat screen TV’s and Wi-Fi Internet access in addition to quality service and a commitment to always Fix it Right the First Time.”
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