The Service Manager’s Guide to Extended Hours – Part 3

Charlie NewsletterExtended Hour Options Without Modified Work Weeks

In last week’s newsletter, we discussed methods to help you determine whether or not extended hours would be appropriate for your dealership. We also discussed a plan to sell the benefits to your staff and engage them in the planning process. This week we discuss extended hour options without modified work weeks and reasons to consider this option…

Modified Days Off

This is the most basic method of adding additional hours. Technicians and advisors can work a full day Saturday and/or Sunday and have days off during the week. And/or, have a group of techs and advisors come in later in the morning each day and work later into the evening.

This is an arrangement that can work well if you need more business, as it will help create more business by increasing your exposure to customers who currently do not consider you to be a convenient option. This schedule will not, in itself, increase your productivity, unless your current productivity is suffering due to lack of business. The same number of technicians are working the same number of hours each week. This schedule could be fixed (example Week One) or rotate (examples Week One & Week Two).

Modified Days Off 7am-7pm With Saturdays

Week One

Technician

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

1

7-4

7-4

7-4

7-4

7-4

O

O

2

7-4

7-4

7-4

7-4

7-4

O

O

3

10-7

10-7

10-7

10-7

10-7

O

O

4

10-7

10-7

10-7

10-7

10-7

O

O

5

8-5

8-5

8-5

8-5

8-5

O

O

6

8-5

8-5

8-5

8-5

8-5

O

O

7

O

8-5

8-5

8-5

8-5

8-5

O

8

O

8-5

8-5

8-5

8-5

8-5

O

9

O

8-5

8-5

8-5

8-5

8-5

O

10

O

8-5

8-5

8-5

8-5

8-5

O

Modified Days Off 7am-7pm With Saturdays

Week Two

Technician

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

1

O

8-5

8-5

8-5

8-5

8-5

O

2

7-4

7-4

7-4

7-4

7-4

O

O

3

7-4

7-4

7-4

7-4

7-4

O

O

4

10-7

10-7

10-7

10-7

10-7

O

O

5

10-7

10-7

10-7

10-7

10-7

O

O

6

8-5

8-5

8-5

8-5

8-5

O

O

7

8-5

8-5

8-5

8-5

8-5

O

O

8

O

8-5

8-5

8-5

8-5

8-5

O

9

O

8-5

8-5

8-5

8-5

8-5

O

10

O

8-5

8-5

8-5

8-5

8-5

O

 

Adding a Night and/or Double Shift

Internal Night Shift

If your only issue, after analyzing your situation, is capacity, you might benefit by moving all or most of the internal work to a second shift. It is also the least expensive option as no cashier is required, parts can be pre- pulled and no customer relation’s personnel are needed. A foreman level technician or group leader is usually the only additional person required to operate a second shift. In the event of a high level of incoming new or used vehicles, the shift can work all night to meet the demand. Generally the night shift will pre-deliver new cars and inspect used cars one night, prepare estimates and perform approved additional work the next night. This configuration frees up bays during the day to add additional technicians. Another additional consideration might be to perform limited customer pay work up to a certain time, e.g., until midnight. However, this may require additional personnel expense (advisor and/or cashier).

Internal Night Shift

Technician

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

1

8-5

8-5

8-5

8-5

8-5

O

O

2

8-5

8-5

8-5

8-5

8-5

O

O

3

8-5

8-5

8-5

8-5

8-5

O

O

4

8-5

8-5

8-5

8-5

8-5

O

O

5

8-5

8-5

8-5

8-5

8-5

O

O

6

8-5

8-5

8-5

8-5

8-5

O

O

7

8-5

8-5

8-5

8-5

8-5

O

O

8

5-2am

5-2am

5-2am

5-2am

5-2am

O

O

9

5-2am

5-2am

5-2am

5-2am

5-2am

O

O

10

5-2am

5-2am

5-2am

5-2am

5-2am

O

O

 

Add a Second Shift

Better facility and market utilization may be obtained with a full service second shift. It is more expensive to operate, as customer relation’s personnel (advisors, cashiers and parts support) are required. The skill level of the technical staff must be equal to that of the first shift. This might be an option in markets where other second and third shifts are employed (factories, hospitals, etc.).

With a second shift you must contend with vehicles not completed by the primary work force or the secondary work force for one reason or another. You must determine in advance whether each shift is fully responsible for its own work or will pick-up with carryover work. This arrangement will work best with .75+ stalls per technician. Example: 20 bays – 15 technicians on day shift, 8 technicians on night shift.

Communication between the primary shift and the second shift is usually quite good because there is some overlap at the management level. However, communication between the second shift and the primary shift is not as easily accomplished. Supervisory personnel must provide excellent notes to the primary shift from the second shift. This communication is extremely important when the second shift is a full service operation. There must also be excellent communication between the advisor and the second shift customers when in a full service operation. A time when they can be contacted in the evening must be determined in advance from each customer. You do not normally want your evening advisor to call customers at 2:00 a.m.

All diagnostic operations must be completed early in the evening so that authorizations can be obtained for any additional work found. If customers cannot pick up their vehicles before a predetermined time, the customer must be instructed to call in the morning before picking up their vehicles to ensure that repairs have been completed. Someone other than the primary work force advisor must handle all customers who pick up their vehicles from the previous evening.

The need for a cashier at night may be eliminated in a full service second shift operation by limiting customer pick-up and drop-off to a pre-set time, e.g., 7:00 p.m., 8:00 p.m., etc. Customers may not pick up vehicles for either shift after this set time unless the advisor has obtained pre-approved credit card payment or credit card imprints for express checkout after normal hours of operation. An early bird system for both shifts can be used for drop-off vehicles.

Double Shift with Saturday Rotation

Technician

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

1

7-3:30

7-3:30

7-3:30

7-3:30

7-3:30

O

O

2

O

7-3:30

7-3:30

7-3:30

7-3:30

8-5

O

3

7-3:30

O

7-3:30

7-3:30

7-3:30

8-5

O

4

7-3:30

7-3:30

O

7-3:30

7-3:30

8-5

O

5

7-3:30

7-3:30

7-3:30

O

7-3:30

8-5

O

6

7-3:30

7-3:30

7-3:30

7-3:30

O

8-5

O

7

3:30-mid

3:30-mid

3:30-mid

3:30-mid

3:30-mid

O

O

8

3:30-mid

3:30-mid

3:30-mid

3:30-mid

3:30-mid

O

O

9

3:30-mid

3:30-mid

3:30-mid

3:30-mid

3:30-mid

O

O

10

3:30-mid

3:30-mid

3:30-mid

3:30-mid

3:30-mid

O

O

 

Coming Next Week – Part 4 – Extended Hours through Modified Work Weeks

 

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