Customers have their own set of expectations when their vehicle enters your parking lot, and the level at which you address these expectations will either make or break your relationship with that customer.
What I've learned from the process-centered environment is that we can take a recruit who is relatively new to the industry and gradually teach them each step in the process until they become experts at that singular step.
A process-centered environment is simple in concept, but requires an incredible amount of discipline. It's a drumbeat-like environment that is sustained by preparation, communication, checkpoints and strict quality controls.
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