Podcasts Business Remarkable Results Radio Podcast Making Dispatch Work [THA 330]

Making Dispatch Work [THA 330]

Published: June 1, 2023, 5:15 a.m.

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\\n\\nWhat are the challenges of making dispatch work in the automotive aftermarket industry? Our guests share their experiences with dispatch in their companies, emphasizing communication, flexibility, and teamwork. They also discuss the qualities of a good dispatcher and the need for policies and procedures in unexpected events. They stress the importance of simplifying technical information and building trust with customers. The episode concludes with a discussion of the interaction between dispatchers, customers, and technicians and the immense responsibility that comes with the job.\\n\\n
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John Long,\\xa0Total True Automotive, Shertz Auto Service, Schertz, TX.\\xa0 John\\u2019s previous episodes HERE.

\\nNick Howard, GM at\\xa0Reggie\\u2019s Motor Works.\\n\\nSteve Braun, Director of Sales & Customer Service, Ulmer\'s Auto Care, Cincinnati, OH.\\n\\nReggie Stewart,\\xa0Reggie\\u2019s Motor Works, and\\xa0Noble Auto Service\\xa0in Noblesville, IN, Euro Specialist. Reggie\\u2019s previous episodes\\xa0HERE\\n

Show Notes:

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  • Watch Video Episode HERE
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  • The Art and Science of Dispatching [RR 849]
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  • Dispatch roles (00:03:13) The different roles involved in dispatch, such as parts person and dispatcher, and how they are separate in their companies.
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  • Creating an app for dispatch (00:04:39) The idea of creating an app for dispatch training and how it could help service professionals learn how to handle different situations.
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  • Dispatching in a Lean and Mean Shop (00:06:33) Dispatching in a two-store building with no parts people
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  • The Art and Science of Dispatching (00:08:05) The importance of having a culture and team strengths to support dispatching, as well as the balance between innate abilities and training.
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  • Finding the Ideal Candidate for Dispatching (00:10:12) The DISC test and the ideal candidate for dispatching, including the importance of customer service, rules, influence, and decision-making skills.
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  • Dispatch policies (00:12:53) The importance of having policies in place for dispatch, including what happens if the person in charge is unavailable.
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  • Handling roadblocks (00:14:22) How to handle unexpected issues that arise during the day, including adapting and finding solutions.
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  • Team dispatching (00:19:42) The idea of having everyone on the team responsible for dispatching, with clear goals and good communication.
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  • Teams Philosophy (00:20:22) The importance of having a team philosophy and how it affects efficiency and dispatch.
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  • Customer Experience Officer (00:22:21) The concept of having a CXO (Customer Experience Officer) in a business and how it can improve the customer experience. They suggest giving every team member the title of Chief Experience Officer.
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  • Dispatch and Diagnoses (00:25:15) The challenges of dispatching cars for...'