I have spent a lot of time both as a consultant and a service manager watching how service personnel interact with customers. The overwhelming thing I have noticed is that we seem to treat customers as an inconvenience in our day. Our customers want to develop a relationship with us. How many of you will drive past a similar service provider to go to some place where you feel like you have a relationship with… Do We Really Appreciate Our Customers?Read More Do We Really Appreciate Our Customers?
I have been involved in many stores that use the “Just bring them in” method. In this environment Advisors live in chaos, Technicians become frustrated, parking lots become full, customers are not satisfied with the length of repairs, and it is very difficult to keep customers informed of status. The evolution of the “Service Appointment” started out with a car count and a chain. Once the service department hit their car count, the drive was… Do You Have An “Appointment Process” That Works?Read More Do You Have An “Appointment Process” That Works?
Most dealerships closely monitor their customer retention and CSI data, a key piece of running a successful operation. But many of those same stores spend far too little time working to retain one of their most key positions – the service advisor. According to NADA, roughly 40% of service advisors leave their jobs each year. Why is this happening and what can be done to keep them on the team? One major reason for turnover… Trust On The DeclineRead More Trust On The Decline
This is Part 2 in a two-part article. (view Part 1) For a manager, it can cost as much as 30% to 40% of the manager’s yearly compensation in recruiting and training expenses. For technicians it can be higher, considering the average technician’s sales value is $13,500 per month, with a 72.0% gross profit ratio. That equals $9,700 per month. Annualized, this value is $162,000 in labor sales and $116,400 in gross profit. These figures… Why Would I Work For You – Part 2Read More Why Would I Work For You – Part 2
This is Part 1 in a two-part article. Throughout each year I am in numerous dealerships, and the one topic that always comes up is the shortage of qualified job candidates. This shortage encompasses every position in every department to include technicians, service consultants, parts employees and warranty administrators. Let’s think about this for a few minutes; we are discussing an industry that 20 to 25 years ago had an abundance of candidates to choose… Why Would I Work For You – Part 1Read More Why Would I Work For You – Part 1
I travel a lot. In my travels across this great country of ours I see themes developing. When I first walk into a service department I wait by the front door. I do this to see how long it takes for someone to acknowledge my existence. Sounds funny, right? Should be the easiest part, right? You would be amazed at how long it takes just to be recognized! I have witnessed customers stand and wait… Do Our Customers Exist in The Service Department?Read More Do Our Customers Exist in The Service Department?