Business View Magazine | July 2019

266 BUSINESS VIEW MAGAZINE JULY 2019 it continuously tries to be on the leading edge of where the market is growing - leading instead of following. An example of that is the service kiosk in its service departments, which is an ATM-style, self-serve kiosk. Knowing that people value efficiency and speed, the check-in has been automated. After you drive up, you hand your keys to an employee who immediately takes your car into the bay, then you go to a computer screen and are presented with service options. You choose what you want, and by the time you sit down, they are already working on your car. “It gives the customer the choice and puts them in charge of the interaction,” O’Flanagan explains, “and they can do it very quickly. So, we now have employees who, instead of interacting with the customer at the moment of initial contact, are making sure that we immediately get the car, that we start the service immediately, and that we do an excellent job of informing the customer of how it is going, how long it is going to take, whether there are any additional services necessary. And that is leading edge for car service technology,