We Have Always Done It That Way

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 Way

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The Next Level

We have been blessed to have worked with stores during our collective automotive careers that were managed by brilliant businessman, with strict conviction and foresight into our industry. We gather these experiences and create ways to accomplish your goals. One of the greatest lessons learned was simply “You cannot manage what you do not measure”. That being said, let’s think of a few things we can measure. Effective labor rates (ELR), hours per repair order… The Next Level

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Commitment of a Service Department

In times like these I often think of our great nation’s history, and of how lucky we are to call this country home. On the 4th of July in 1776, fifty-six brave men committed to a cause they believed in – they signed their names to a piece of paper and in doing so committed an act of high treason against the British crown. Fifty-six valiant acts, all of them punishable by death. Each man… Commitment of a Service Department

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Growing Your Own Technicians In-House

When the economy was declining, this caused consumers to delay buying new cars and maintain older cars longer. At the same time, the technician labor pool was shrinking for a number of reasons. New technology such as onboard computers requires technicians with new higher skill levels. The prevailing stereotype of “grease monkey” discourages interest in the automotive field. Parents and school counselors did not recommend the field to secondary students. Many secondary automotive programs did… Growing Your Own Technicians In-House

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Scheduling For Success

As I travel all around this country, consulting and coaching various dealerships, I am amazed how often I go into a service department and find how little time and effort has gone into setting up the service appointment schedule. Our industry, and its technology, has come a long way from the days of using a pad of paper and a pen for scheduling the day’s appointments. In fact, one of the shortcomings of today’s technology… Scheduling For Success

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How to be a Great Service Manager

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 Manager

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