"Black, Red & Blue Whiteboard Markers Inside My Bag"

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A car distributor client has been within the top 3 in vehicle sales for the last couple of years in their country. Bad customer feedback about spare parts, service and defective new vehicles is dragging their sales down. During our solution defense, they revealed to us that their regional head quarters instructed them to set up a call center as the single brilliant solution to their problem.

I told them they need an end-to-end solution and the call center is not the ultimate solution. Of course they disagreed. I gave a simple set of scenarios and questions after I closed our power point presentation.

My first scenario: “If I called to set-up an appointment for an 80,000 KM PMS for my SUV on Friday at 1pm and need it repaired by 5pm because I’ll use it for my daughter’s wedding the following day, Saturday… how do you think your call center can solve my request and make me happy?”

#solutions #automotive #bpo #brilliantinthebasics #oldschool #GreatAngelo

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

They said: “The call center will simply book the appointment at 1pm, finish it by 5pm and make you happy”

I said “Does your call center have realtime information of the availability of a PMS work bay with a lifter, attendance & leave schedule of 2 PMS certified technicians, parts inventory, and tools & equipment for 80K PMS on Friday at 1pm? Can they see these information across all your dealers near the customer’s residence and place of work to provide options? If the dealer does not have parts, can you as the Distributor know it and deliver the parts before Friday 1pm?”

They later said: “We do not have a single interconnected system across our dealer network. Our dealers do not share information about their work bays, employees, parts inventory and tools & equipment to anyone, not even to us as the Distributor.”

I then got my black, red & blue whiteboard markers from my bag and drew our new proposal on the board: “Phase 1, we'll develop your Parts & Service System. Phase 2, simultaneously build-up the database for all these items across your dealer network & the Distributor. Phase 3: And then, set up your call center”.

They asked me “How did you know it takes 2 technicians to perform an 80K PMS in 4 hours?”

I revealed, “I worked in the automotive industry for 11 years - mainly in the after-sales division - and currently in the BPO industry for over a decade.”

We won this deal.

*About the video

That’s my son, Great. He is a sharp-shooter from the 3 point area. He has practiced shooting a few thousands of shots from the 3-point area growing as a kid. This video was during his game in Dumlao Gym in Mandaluyong last May 15, 2016 when he was 17 years old