Don Zajac, service manager for the Buttonwillow, Calif., location of Kern Machinery, and James Boel, service manager for the Delano, Calif., location, talk about the process of consulting with the customer on high-use equipment. When a piece comes in for repair with 18,000-20,000 hours of operation on it requiring significant repairs, the service department will bring in a salesman when necessary to price out a replacement to give the customer options.

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This interview is part of the Dealership Minds Video Series brought to you by Charter Software.

Creating Partnerships with Customers Through Service

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