According to Juha Laulumaa, the manager of the service center, the key to a smooth season is figuring out the process beforehand and making sure that the service process is identical with each customer. The process is planned in detail: for example, if there are two people working on the same hoist, there must be a clear understanding of the task division – up to the level of which one tightens the bolts.
"In general, all employees must have a clear set of duties, especially if seasonal workers are hired. If there are seasonal workers, one must also consider what is the rational number of people in relation to the available installation points."
GOOD PLANNING, HAPPIER CUSTOMERS
Since the seasons in the Nordics are sharp and strong, the aim is to get tyre hotel customers to have their tyres changed in good time by sending them appointment suggestions via text message.
"This helps in planning the season, levels out the highest seasonal peak and improves customer satisfaction, as we are showing interest toward the customer and want to serve them as well as possible."
The groove depth of the tyres of the tyre hotel customers is measured between the seasons. This allows contacting the customers who need new tyres before the season starts. Closing the sales before the season helps to level out the seasonal peak and alleviate the busiest time.
A careful time management plan is overall important and translates to the customer as punctuality. When the exact amount of time it takes to change tyres is known, it is easier to book appointments in such manner that staying on schedule is easy and customers do not have to wait around unnecessarily. Leaving a little leeway in the schedule leaves room for surprising events.
Schedules that can be kept and functioning processes enable not only smooth work but also good service, which brings added value to the customer: when work is completed according to agreement and the customer's precious time is not wasted on waiting around, it enables charging more of the work.
PREPARING FOR EXCEPTIONAL CIRCUMSTANCES MAKES FOR AN EASIER SEASON
One helpful thing to do when getting ready for the season is to prepare for various exceptional circumstances: for example, if a worker gets sick, what is the general plan and are customers' special requests fulfilled, and if yes, in what way.
If the services include also car maintenance, it is a good idea to preplan the service offering for the season to ensure it is manageable during the peak season weeks.
An important part of a smooth season is of course happy employees. The busy season makes work shifts heavy, but serving some snacks and refreshments and organizing other activity to boost morale help getting through tight shifts and lift up everyone's spirits. Good morale has direct impact on the quality of service.
"Proper orientation to especially the use of various machinery and taking care of employees pays itself back as work safety improves and customer satisfaction increases."