3-2) Nissan Express Service
Uploaded by
Mustapha MezgraneTopics covered
- Service Quality Assurance,
- Transparency in Service,
- Service Menu,
- Visual Inspection,
- Service Job Procedures,
- Competitive Pricing,
- Service Job Completion,
- Facility Utilization,
- Parts Turnover,
- Service Efficiency
3-2) Nissan Express Service
Uploaded by
Mustapha MezgraneTopics covered
- Service Quality Assurance,
- Transparency in Service,
- Service Menu,
- Visual Inspection,
- Service Job Procedures,
- Competitive Pricing,
- Service Job Completion,
- Facility Utilization,
- Parts Turnover,
- Service Efficiency
Chapter 3 P-SX Actions
Nissan Express Service
3-2) Nissan Express Service
Category and Level
Category Productivity Marketing Management
Basic Advanced
Level
Expected effectiveness
For customers For dealers
Waiting time Retention
Up-selling
Price&price transparency
Workshop Employee Motivation
Individual Work transparency
it
treatment
Awareness and
Convenience
brand Image
Estimated resources (US$)
0 5,000 10,000 50,000 100,000
Initial investment
(Month)
0 6 12
Preparation period
Chapter 3 P-SX Actions
Nissan Express Service
Cost - Tools & equipment
- Bay modifications
- Advertisements (DM, banners etc.)
- Training materials
Manpower - Dealer training
- Advertisements (DM, banners etc.)
- Material development for national rollout
- Assessment at dealers
Preparation - Tools & equipment: One month
period - Bay modification: Two months
- Advertisements (DM, banners etc.): Two months
- Training materials: Three months
Available - Single job work procedures
resources/tools - Check sheet
NB: One pre-condition is to implement “3-1) Standardized Periodic Maintenance”
before going into this activity (It is not necessary to implement both one-man and
two-men approaches. Either one should be fine.) Note that some required
instructions and tools are not mentioned here if they are already covered by section 3-1).
Also, please be aware that this initial investment and preparation period are only
guidelines. They could vary depending on the program details and market situation.
Chapter 3 P-SX Actions
Nissan Express Service
What Is Nissan Express Service?
Express Service is simply a range of attractive service products that are considered to
often be unscheduled maintenance ― wear and tear parts. The products can be offered
by the dealer in a designated Express Service area as part of incremental business.
Objectives
Nissan Express is one of the actions we can use to bring a lost customer back to the
service shop by fulfilling expectations in terms of convenience, speed, quality, and
transparency, thereby allowing us to gain access to their spending power and the profit
opportunity they offer the Nissan dealer. The profit opportunity extends beyond
aftersales; we must retain them in the Nissan family for their next car purchase. The
Nissan Express Service will help achieve this.
Key elements of Express Service are:
Competitive pricing (price & products similar to that offered by independent
workshops/garages in the dealer’s area)
Convenience (no appointment required & work is done while you wait)
Transparency (all work done to standards on a check sheet; customers encouraged
to take a look at defects on the vehicle prior to authorization)
Chapter 3 P-SX Actions
Nissan Express Service
Benefits to the Dealer from Nissan Express
Increased number of service customers
Increased service turnover
Increased parts turnover
Improved facility utilization
Data obtained from lost customers
Benefits to the Customer from Nissan Express
Customer expectations of the
Nissan Express service promises…
dealer service
No waiting, including quick repair Immediate acknowledgement of customers even if they do not have
an appointment
While-you-wait services
Completion of the repair in the optimum time
High-quality service
Quality and reliable repairs Reliability and security for all services provided
- Nissan technical expertise
- Genuine parts quality
- Standardized technician procedures
- Nissan diagnostic equipment (CONSULT II)
<Transparency>
- Clear price
- Work transparency (Service bay in front of reception area)
Professional and competent Customer-focused service by the service advisors and reception
service staff staff
- Personal and friendly service offered
- Visual inspection of vehicle
- Honest advice and estimates provided
- Detailed explanation of invoice
Competitive price Fixed and clear menu prices
The Nissan dealer may not be able to offer the lowest price or the most convenient
location. However, if the dealer can demonstrate and guarantee solutions to priorities
for quick repair, no waiting, quality and reliability, and competent service staff, the
customer will often be willing to pay a reasonable premium and drive a little further for
genuine Nissan parts and expertise.
Chapter 3 P-SX Actions
Nissan Express Service
Service Menu
NML made standard procedures for the following service jobs.
Wear and tear parts jobs Oil and filter change
Engine tune-up service
Chassis inspection
Battery check
Air conditioner check
Definition of “Time commitment”
The time commitment is very important for customer satisfaction. The time for
customers involves not only the technician’s work but also the time waiting before
reception in the parking area, waiting in the customer lounge before the job starts, and
waiting at the cash register after the job is finished….
NML standard time indicates the following times separately.
1. Technician’s working time: Calculated depending on the standard technician
procedures
2. Total duration of service processes including reception and delivery by the service
advisor. It is calculated based on the customer’s expectations and standard
technician procedures; you should decide the definitions for time commitments for
the service for customers in your country.
NML requests that you indicate and explain the definitions for customers clearly and
have the staff measure the time the customer spends at the dealer by using a timer.
However, do not begin repairs without the customer giving the okay. The service advisor
should also do his/her best to shorten the waiting time for customers, whether the time
measurement has started or not.
NML Standard Time
Measuring time
- Start measuring the time the moment the customer enters the reception area
- Stop the moment the explanation is finished after the job
No measurement is made while waiting before reception.
Chapter 3 P-SX Actions
Nissan Express Service
Promoting Quick Service
<Example of definition of the time commitment for customers>
- Start at the moment of the reception
- Stop at the moment of explanation after the job
* No measurement of waiting before the reception
Appeal for customers
Dealers should indicate the promised time in direct mail, leaflets, or in another manner.
And we recommend having a timer for each express bay that is visible to the customers.
Penalties
Dealers should define and prepare penalties that they should bear if they do not finish a
job in the time promised. Examples include:
- Next service free
- Special discount for this service
- Gift
Chapter 3 P-SX Actions
Nissan Express Service
Service Process flow
This part explains how the service advisor should perform every Express Service job to
ensure the highest levels of customer satisfaction and confidence and dealership
efficiency.
Please refer to attachment “3-2)_Attach_Express Service Step1-12 Advisor process “
Required Conditions
There are conditions for the facilities and processes before NexT can be adopted.
Work Procedures
The work should be performed based on the standards for Express Service so as to be
able to offer customers the speediest and highest quality service.
Check sheet
Please refer to attachment “3-2)_Attach_ Package tool Express“
Service Menu List
Reference sheet of price and time for each model and each job to explain for customers
Sample
Chapter 3 P-SX Actions
Nissan Express Service
Advertising material
We provide sample designs for direct mail, leaflets, posters, etc. The main points to
convey to customers in whatever type of advertising for Express Service is the time
commitment and the penalty if you cannot finish a job within the promised time. These
points must be included in the advertising.
Sample of advertising leaflet
The promised time is set for each service
job. In this case, an oil and filter change
takes 50 minutes or less. And a tune-up
is finished within 90 minutes.
If they cannot finish the job within the
promised time, this service is 100%
free.
Placement of a big banner in front
A big banner that advertises Express Service is
placed at the front of the dealer, where all drivers
and passengers can see it.
Common questions
Powered by AINissan Express Service enhances customer retention and loyalty by providing a convenient, transparent, and high-quality service experience. It aims to meet customer expectations with no waiting times, quick repairs, immediate acknowledgment of customers without appointments, and while-you-wait services . By offering competitive pricing and professional, customer-focused service, it encourages customers to return for future maintenance and keep them within the Nissan family for future vehicle purchases .
The Nissan Express Service menu caters to both scheduled and unscheduled maintenance needs by including a variety of services such as oil and filter changes, engine tune-ups, chassis inspections, battery checks, and air conditioner checks . These services address not only routine periodic maintenance but also unscheduled repair needs (wear and tear), ensuring comprehensive care for customers' vehicles without prior appointments . This versatility in service options enhances customer convenience and dealership efficiency.
Defining 'time commitment' is crucial for customer satisfaction in Nissan Express Service, as it sets clear expectations regarding service duration. Measuring the time commitment from when the customer enters the reception until the service explanation is complete ensures transparency and efficiency . This clarity helps align dealer actions with customer expectations, minimizing waiting times and increasing satisfaction. The lack of measurement for waiting before reception signifies an additional effort to streamline operations further .
Nissan Express Service ensures transparency by utilizing clear price structures, standardized technician procedures, and by placing the service bay in front of the reception area, so customers can observe the work being done. Customers are also encouraged to view any defects on their vehicles prior to authorizing repairs . Detailed explanations of invoices and honest advice are provided by competent service staff to reinforce trust and transparency in operations .
Implementing Nissan Express Service requires significant initial investments and preparation. Resources include $100,000 for tools, equipment, and bay modifications; $50,000 for advertisements and training materials . The preparation period involves sequential steps: one month for tools and equipment setup, two months for bay modifications and advertisements, and three months for developing training materials . These investments and timelines may vary depending on specific program details and market conditions .
Successful adoption of the Express Service model requires specific conditions including adequately equipped facilities and adherence to Express Service work procedures . Dealerships must guarantee availability of tools and efficient service flows, supported by standardized technician procedures to deliver quick, high-quality service . Furthermore, dealerships should be prepared to enforce time commitments with visible timers and implement penalties, such as free services, if promised times are not met, to maintain customer satisfaction .
Dealers benefit from integrating Nissan Express Service by gaining increased service and parts turnover, improved facility utilization, and access to data from previously lost customers . The service allows dealers to attract more service customers by providing competitive pricing and convenient, quick service without appointments, thus increasing profitability both in after-sales and potential future vehicle purchases .
The training and development process equips dealers with the necessary skills and knowledge to effectively roll-out Nissan Express Service. This includes dealer training on service procedures, material development for the national rollout, and ongoing assessments at dealers . By investing in training materials and workshops, Nissan ensures consistent service quality and adherence to standards, contributing to successful implementation across dealer networks .
Price transparency in Nissan Express Service positively influences consumer decisions and brand perception by providing fixed and clear menu prices that assure customers of no hidden costs . By aligning prices with quality service offerings, Nissan enhances trust and confidence among customers, encouraging them to choose genuine parts and expertise even if it means traveling further or paying a premium at Nissan dealerships instead of competitors . This strategy strengthens brand loyalty and differentiates Nissan from independent service providers.
Nissan Express Service uses a variety of advertising strategies to promote its quick service promise, such as direct mail, leaflets, and posters which include the time commitments and penalties for not meeting the promised service times . By setting visible timers at express bays, customers are continually reminded of the service's efficiency promises. Moreover, prominently placing large banners at the dealership entrance ensures high visibility, reinforcing the brand's commitment to fast, reliable service .
