What makes a good service mngr?

I am the new service mngr. at a very productive farm equipment and landscape oriented dealership. Our products are of the two best equip names in the business. when i took over this position the service center had run itself in the ground with a little help from the former service mngr. I am catching alot of flack from customers that were dissatisfied before i arrived. it's been very hard to regain there businee and trust. what can i do to improve customer relationship without giving our services away and loosing money? I want to be a mngr. that is faithful to my employer and our customers. Just to give you an idea our little dealership did a little over 4 million in equip.sales last year. the shop only did 155 thousand in service and repair.

First off find out how your employees are treating the customers. Maybe some of These pissed off customers really have legitimate gripes. Many time employees are too quick to write off "problem customers" . Listen and show concern. Get their problem taken care of quickly and then maybe a day or two
later call them and see how things are going for them. Try to get to know your customers many times just by listening to them you can pick up on small things and make a personal bond with them. Maybe some personal follow up with the service personel when the equipment is being worked on to make sure all problems are being addressed when the equipment is being serviced.

You must categorize and prioritize the customers issues then address them accordingly.Even try a suggestion box for their input.

get out and meet the customers one on one at there farms and find out what there needs are stock accordingly time is money noone wants to wait for stuff

customer service and satisfaction will make you successful

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