Great Service Managers are essential to any successful service department, especially given all the changes our industry has faced over the last decade. An exceptionally good service manager achieves a hard working, productive and effective workforce that punches above its weight in its performance. A key to successful management is the relationship between the manager and his or her staff. It’s the manner in which managers manage people that separate the ordinary from the good… How to be a Great Service ManagerRead More How to be a Great Service Manager
Simply the Best Consulting & Coaching in Fixed Operations™
State-of-the-Industry Ideas and Techniques Proven to Advance Performance.
Our personal experience in coaching fixed operations professionals gives us unique perspective. We work with service operations that range from 3 technicians to more than 150 technicians. Our client list spans the industry from individually owned dealerships to large, private, and publicly held operations. We serve as project managers with most of the major OEM brands.
Businesses today in nearly every industry are dealing with the changing expectations of millennials and other on-trend customers who are looking for a new style of customer experience and customer service. Let’s think about what millennials and other customers sharing their mindset are looking for in the customer experience and customer service, and how your service department can scratch these itches. Millennial customers (born 1980ish-2000ish) are the largest generation in U.S. and world history. They, and… Think Like a MillennialRead More Think Like a Millennial
Having worked with many different parts managers that represent more than 35 different manufacturers, we see factory programs come and go. Today, several domestic and import franchises are assisting dealers in stocking the “right” parts. This is being done with manufacturer-sponsored daily replenishment order (DRO) programs. Depending on your franchise, it may be based on a regional or national sales demand history. The purpose of this article is not to debate if these DRO programs… We Don’t “Do” Lost SalesRead More We Don’t “Do” Lost Sales