I wonder how many of you look at the parts inventory value on your monthly Balance Sheet and take for granted that it is accurate? Surprisingly enough most dealers and GM’s do, but they shouldn’t, because many stores still do not run an accurate Monthly Reconciliation between the Parts Inventory (PAD) and the General Ledger (GL) to see if they are in balance. Also surprisingly, none of the major DMS systems have automated the PAD… Does Your Bucket Have A Hole In It?Read More Does Your Bucket Have A Hole In It?
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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.
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?