Auto paging from HME Wireless cuts wait times and ups the ante on customer service and satisfaction at Pete Harkness Auto Group
The last thing any business wants is to be a victim of its own success. Because while it’s one thing to be busy and serving a lot of customers, it’s quite another thing to be so overwhelmed that the quality of your service suffers.
At Pete Harkness Auto Group, headquartered in Sterling, IL, they’ve successfully headed off that problem — while significantly reducing customer wait times — thanks to a new auto paging system from HME Wireless.
The auto group’s stores were starting to become overwhelmed with oil changes, and wanted to speed up the process without sacrificing the quality of its maintenance/repair service. That’s when owner Pete Harkness decided to take action, instituting wireless paging as standard operating procedure throughout his service departments.
Now all customers coming in for an oil change or service are immediately handed a pager. The customers are free to wander, without having to worry about missing their turn or being notified their car is ready. On the other hand, the service writers no longer have to waste time hunting down customers and bringing them back to the desk.
It’s a win-win, and a big success for the group’s efficiency.
“We’ve cut 7 minutes from each customer,” said owner Pete Harkness. “I can see one day manufacturers suggesting these auto paging systems in all stores.”
“Being able to measure success is a key to cost justification of any technology solution,” said Russ Ford, Vice President of HME Wireless. “With the kind of time savings Pete and his team has seen, it is easy to see why they have embraced the implementation of our onsite paging system.”
Customers at Harkness’ seven locations are certainly pleased that they are in and out of the dealership for service in less time. But they also benefiting from a better overall experience. Whereas in the past, a waiting customer was confined to the lounge, they are now free to wander the showroom, shop the lots, and even stroll down the street to a nearby coffee shop... knowing they will be contacted the moment their car is ready.
Pete Harkness has also seen a noticeable improvement in the level of attention and service his employees give to each customer now.
“Because there is a pager out, it makes the service writer realize that a customer is waiting,” said Harkness. “So they know they have to take care of that customer in a timely manner.”
Pete Harkness has built a thriving auto group with locations throughout the Illinois and Iowa areas. Paying attention to the efficiency of his operations, and the quality of service delivered to his customers, has taken Pete far in his business. And here at HME Wireless, we’re proud to play even a small role in that success.
To learn more about Pete Harkness Auto Shop, please visit www.peteharkness.com.
For more information on restaurant paging systems and complete onsite paging solutions from HME Wireless, call (866) 611-4202 or visit www.hmewireless.com.
