VILLAGE VOLVO

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   ? x  Village Volvo located at suburban area. Ô
 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. u ?  !    he waiting area is equipped with a television set, comfortable chairs, coffee, a soft-drink vending machine, magazines, and the local newspaper. º ?   "#  pot specified. Ñ ? $     

 ! new Butler building (prefabricated metal structure) that has four work bays in addition to an office, waiting area, and storage room. 5-?    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. u ? c  pot specified. º ?    Variety of services all around Volvo cars. In addition, Village Volvo offers quick, routine services such as tune-ups and oil changes.

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

 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. º ? 

  pot specified. Ñ ?    -? ! 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. u ? #
$   pot specified. º ?    Oelaxing waiting area. Ñ ?  
 ! repaired, tested-driven and clean car is given to the clients͛ after reparation. - ?  
&     ! new Butler building. å ? Ô  !
 pot specified.  ' ?     Clients͛ are being told the estimate of the cost and the approximate time to pick up their car.



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Customer participation in the service process

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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.

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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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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

Intangibility

        

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Using appointments

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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.

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  

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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.