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Village Volvo located at suburban area.
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When clients bring and leave their car for reparation, they might have
problems to get back town.




Provide a shuttle service two or three times a day.

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he waiting area is equipped with a television set, comfortable chairs, coffee,
a soft-drink vending machine, magazines, and the local newspaper.

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! new Butler building (prefabricated metal structure) that has four work bays
in addition to an office, waiting area, and storage room.

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Waiting area is provided and exclusively to be used by clients who come
during the ͞drop-in͟ times (3-5 pm Wednesdays and 8-10 am hursdays) for
quick, routine jobs such as tune-ups and buyer checks of used cars.

  
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 xcellent care of clients͛ unique requirements.

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Variety of services all around Volvo cars. In addition, Village Volvo offers
quick, routine services such as tune-ups and oil changes.

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Village Volvo maintains a continuing file record called as Custom Care Vehicle
Dossier (CCVD) on each vehicle its services.

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he owner-mechanic notes any other problems that might need attention the
future and recorded in CCVD, as the way to remind clients the routine
maintenance procedures may be due.

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CCVD can help the mechanic to diagnose problems and also provides a
 convenient record for warranty service for an earlier repair.

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he owners provide 22 combined years of training and experience with the
local Volvo dealer.

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he owners develop a network of other service providers who assist in
recycling used parts and waste products and to whom they can refer clients
for work that is not part of Village Volvo͛s services.

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-? ! fix times for the ͞drop-in͟ times (3-5 pm Wednesdays and 8-10 am
hursdays) for quick, routine jobs such ad tune-ups and buyer checks of
used cars.
-? Days available a week is not specified.
-? he service manager is the main point of contact.

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-? Friendly and skill mechanics.
-? Be details and particular with every problem of the cars͛ clients.
-? Be as advisor and consultant to the clients.

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Oelaxing waiting area.

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! repaired, tested-driven and clean car is given to the clients͛ after
reparation.

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! new Butler building.

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Clients͛ are being told the estimate of the cost and the approximate time to
pick up their car.


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-? Village Volvo occupies a new Butler building (a prefabricated

metal structure) that has four work bays in addition to an office,
waiting area and storage room.
Customer participation
-? he waiting area is equipped with a television set, comfortable
in the service process chairs, coffee, a soft-drink vending machine, magazines, and the
local newspaper.

-? Clients also can play an active part during the reparation process;
the owner-mechanics who will be working on the vehicle and the
client discuss the problems the client has noticed. On occasion,
the mechanic may take a short test drive with the client to be
certain that both understand the area of concern.

Smooth demand by:

Perishability -? Using appointments

-? Fix the time (3-5 pm Wednesdays and 8-10 am hursdays) for

quick, routine jobs such as tune-ups and buyer checks of used
cars.

Intangibility he owners of Village Volvo have a 22 combined years of training and

experience with the local Volvo dealer.


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angible-property




 

 Discrete transactions-no formal relationship

 



  
High-high



   Peak demand regularly exceeds capacity-narrow




  Customer travels to service firm

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For smooth demand they are using reservation or appoinment with the clients for the diagnosis and
repairing specific problems. hen, the mechanic will take a short test drive with the client to be
certain the area of problem. !fter that the service manager will estimate the repair cost and issue
any unexpected provlems that may occur. Overall, there is a direct communication between client
and service managers or mechanic which makes the client participate during repairing process.

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? Provide quality repair service on out-of-warranty Volvos at reasonable cost.

? !dvise client of unexpected problem and costs.
? Well equipped waiting room for clients.
? Few hours dedicated for only customer contact.
? During repair, note on problem that might come in the futureand recorded in Custom Care
Vehicle Dossier (CCVD) for customer reminder.
? !ll worn out replaced parts kept for customer inspection.
? Car inside is vacuumed after repair.
? Developed a network of other service providers who assist in recycling used parts & waste
products.
? Offering a minicourse one Saturday morning each months to teach clients what they can do
to attain their 200,000-mile Volvo medals.