CAR-X 4D GUEST EXPERIENCE CYCLE

• Conducted on

  Date

• Prepared by

• Franchisee

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• Market

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• Location
  Address

DESIRE: DRIVE TRAFFIC

• Follow the 4D Process to Drive Traffic through the Store and positively impact Guest Desire

• Deliver a Positive Previous Experience

  Yes

  No

• Online Excellence/ Reputation

  Yes

  No

• Telephone Skills

  Yes

  No

• Manage Appointments Online and In-Store

  Yes

  No

• Maintain Great Curb Appeal

  Yes

  No

• In-Store Excellence (Standards)

  Yes

  No

DECIDE: SALES & LIFETIME GUEST VALUE

• Increase Sales & Lifetime Guest Value by Excelling at the Guest Check-In Process and Upfront Selling.

• Drive Sales & Lifetime Guest Value by educating, advising, and selling Guests on CI's and Scheduled Maintenance.

• Greet and Build Rapport (Guest Check In)

  Yes

  No

• Collect Guest email addresses at Check-In

  Yes

  No

• Good/Better/Best Up Front Selling

  Yes

  No

• Educate, Advise, and Sell Courtesy Inspection (EXPLAIN)

  Yes

  No

• Educate, Advise, and Sell Scheduled Maintenance

  Yes

  No

• ASK/ Mention/ Offer financing options

  Yes

  No

• Provide Guest Options/ Choices

  Yes

  No

DELIVER: DELIVER ON THE PROMISE

• Impact Sales & Lifetime Guest Value by completing a Courtesy Inspection (CI) and reviewing Scheduled Maintenance for every GUEST, EVERY time

• Deliver on our PROMISE TO GUESTS by "DOING IT RIGHT" and always delivering quality work, with consistent focus on Guests, Teammates, and Vehicle Safety.

• Staffed & Scheduled For Success

  Yes

  No

• Quality Courtesy Inspections

  Yes

  No

• Show & Tell

  Yes

  No

• Provide Timely Guest Updates

  Yes

  No

• Complete All Work On-Time

  Yes

  No

• Do It Right!

  Yes

  No

DELIGHT: GUEST RETENTION

• Quality Guest Checkout/ Vehicle Delivery

  Yes

  No

• Exceed Exceptions/ ASK for a Review

  Yes

  No

• THANK YOU

  Yes

  No

• Post-Service Follow-up

  Yes

  No

4D EXCEPTIONAL GUEST EXPERIENCE WRAP UP

• Operations Forward-GOAL: Operate high performing auto service & tire stores, delivering industry-leading GUEST loyalty and profitable growth.

• BUILD OUR BRAND & OPTIMIZE OFFERING

• Flawlessly executes brand standards and acts as the face of our brand in your community

  Yes

  No

• STRONG ENGAGED TEAMS

• Attracts, Hires, Trains, Develops & Retains the Best People

  Yes

  No

• OPERATIONAL EXCELLENCE

• Embraces best-practice processes & disciplined policies adherence to drive quality and efficiency

  Yes

  No

• EXCEPTIONAL GUEST EXPERIENCE

• Organizational Shift from transactional to relationship building Guest experience & Lifetime Guest Value.

  Yes

  No

• SUMMARY: Identify Opportunities & Strive for Continuous Improvements

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• STORE MANAGER

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• FRANCHISE OPERATIONS MANAGER

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• TECHNICAL FIELD TRAINER

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