This is Part 1 in a three-part article. For many of us, a visit to the Service Department is a less than “personal” experience. Once waited on at the service desk, our requests and concerns are hurriedly noted by a person behind the desk who, if we are lucky, appears to be listening. Our keys are handed over and a tentative pickup time is determined. If all goes well, upon our return, the work is… An Effective Active Delivery – Part 1Read More An Effective Active Delivery – Part 1
My wife came home from work Monday with a big smile spread across her face. I asked her if she had had a good day and she could barely wait to tell me. A guest had tweeted about her great service. My wife works at Disney; she is part-time and one of probably 60 servers that work at this theme park restaurant. The guest had written one line saying it was the best dining experience… Appreciation: The Things We Are Doing RightRead More Appreciation: The Things We Are Doing Right
Roll the calendar back ten or twelve years…we were all younger and better looking, right? What else was different? Warranties were shorter; vehicle quality was relatively poor (compared to today’s standards), global competition was much less and internet communication was in its infancy. New vehicle customers kept their vehicles three to four years then traded. This was the period that I will refer to as the three-year business model. The customer buys a new vehicle,… Are You and Your Staff Living the Three-Year Business Model?Read More Are You and Your Staff Living the Three-Year Business Model?
Do you need/want more production? Do you want to be more profitable? Do you want increased customer retention? Do you want greater customer satisfaction? If you answer yes to any or all these questions, then your service department may be a perfect candidate for implementing alternative schedules. What are alternative schedules? Alternative schedules are departmental structures that allow our service departments to be open more hours with a full staff while offering our employees more time… Your Schedule; Are You Getting the Most Out of Your Department?Read More Your Schedule; Are You Getting the Most Out of Your Department?
Have you ever heard anyone in your shop or your service lane say, “No thank you, I make enough?” The answer is, probably not. The truth, to coin a phrase, is that actions speak louder than words. It is being said daily by many of our Technicians, Advisors, and even Managers. Most of us experience this and cannot understand why it occurs. The reality is that it occurs because we allow it to happen. When… No Thank You, I Make EnoughRead More No Thank You, I Make Enough
Of all the phrases, excuses, and reasons for not making a change that I hear at the businesses that I have visited, the most common of all is “Because we have always done it that way”. The automotive industry, as well as most other industries, have been plagued by the attitude of continuing to do things the way they have always been done. Not that there is anything wrong with the way that some things… We Have Always Done It That WayRead More We Have Always Done It That Way