State-of-the-Industry Ideas and Techniques Proven to Advance Performance.
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.
Sales is a different world than service at a dealership. With that acknowledged, there are certain things I think service departments can and should replicate for one big reason – those practices are time tested and flat out get results. Let’s look at a handful of ideas service managers can borrow from sales. Daily kick-off meetingsThe kick-off meeting is a long-time ritual in sales. Every morning, in or near the showroom of nearly every car… Replicate in Service What Works for Sales
Good departmental forecasting, or the lack thereof. I am surprised when working with management teams when the topic of forecasting comes up. I usually get the general response that they calculated the average of the last 2 years and added 10%. If this is how you are forecasting, or are allowing your forecasting to be performed, then you need help. I look at forecasting as a road map on how a department is going to arrive… Forecasting: Do You Have a Plan?
Great last impressions leave lasting impressions. We often say, “Only one chance to make a great first impression”. I would submit that we can all agree with that. Also, a great first impression can help the entire service experience go much more smoothly. Just like a good book or movie, we need a great beginning, very solid story in the middle, then a great ending… to keep them coming back for the sequel. That is why… Last(ing) Impressions
