FNW is introducing this new strategy at its highest-volume shop and expects to see a dramatic improvement in customer flow and communication moving forward.
“I am pleased to announce some exciting enhancements to our service organizational structure in Pacific. The changes being made will define roles and responsibilities that improve our customer and employee satisfaction,” says Dan Greenwood, operations director. “The new structure is comparable to the successful automotive service model and aligns with best-in-class, dealer family operations.
“In brief, we will transition from multiple points of contact and varied workflow for customers, to a single point of contact, from start to finish. The single point of contact for the duration of the repair will be the service account manager, which takes the place of our current service advisor roles.”
FNW-Pacific does not anticipate any disruption in service throughout the process and looks forward to hearing constructive customer feedback in the future, the company says.
Additionally, FNW has recently hosted a series of future tech nights throughout its dealership family at locations in Washington and Oregon. The most recent events were held at locations in Coburg and Medford, Ore., and were led by Universal Technical Institute (UTI) alumni and now FNW employees, Caleb, Kevin, and Joe.
FNW’s UTI alumni were joined by recruiters Kim Betts and Jennifer Eek, as well as John Edwards (regional operation Director), Colin Haigler (service manager), Corky White (shop supervisor), Santiago Huizar (shop foreman), and Travis Green (service manager).
