Economists say it will be well into 2010 before the automotive industry turns around. While this is tough for auto dealers' profits, automotive services consults groups say that the current economic downturn is a good time for dealerships to retool their service departments by looking at three processes: convenience, customer service and follow-up.

Dealers may think they have customer service well in hand, but the truth is that customer service isn't efficient and effective unless its process is transparent - that is, clearly understood by the employees, but virtually invisible to the customers.

Automotive service consulting companies often say there are two ways to keep customers loyal to a dealership's service department: offer easy-to-reach satellite locations, or offer extended hours of operation. When it's easy for a car owner to bring in his or her vehicle for repair or maintenance, the result is consistent bottom line income for the dealership.

These are just two of the questions that dealers can ask about the workings of their service and parts departments. According to automotive services consults firms, smart dealers maximize their profits by minimizing costly, wasted effort and time.

The first step in evaluating service process is to judge how "transparent" they are. Transparency means that the service department operates smoothly because each employee knows clearly what to do, and does it so unconsciously well that customers never notice how hard they're working. This kind of "unconscious competence" is only achieved when management examines processes step by step and eliminates everything that doesn't add value for the customer, or income to the bottom line.

That's why follow-up after service appointments is crucial to sustaining business. If the customer is happy with the service department, he or she will be more likely to stick with the same automaker when it's time for a new vehicle.

The best way to perform follow-up is for the service department manager or assistant to call customers within two days of their appointment. Automated messages are all right for this purpose, provided the message makes it clear how much the customer's business is valued. The follow-up call is meant to sustain the customer relationship, and so it's critical that the customer gets a clear sense of being valued, say automotive service consulting companies.

Keeping service processes transparent, convenience as a priority and follow-up calls prompt will help dealerships and their service departments hang on until the auto industry bounces back with the automotive service consults. The automotive service consults have the best information that you can use in this state of the economy.