Management

Is Your Drive Bullet Proof?

One of the hardest parts of being a consultant is creating change and making it stick. We are not the kind of consulting company that comes in, studies the way you do things, makes recommendations and leaves. We study your store, come up with recommendations, and help you implement and sustain these changes. I have come across several stores where the advisors are more concerned with getting the customer’s main concern, a signature on a… Is Your Drive Bullet Proof?

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How Can A ROSE Make You More Money?

When you are talking about a Repair Order Survey & Evaluation (ROSE) the answer is simple. There are countless ways ROSE can help to increase your Effective Labor Rate (ELR), raise your gross profit and your gross profit percentage, as well as increase your maintenance sales and productivity. You are probably thinking, “This sounds too good to be true–where is the catch?” Well there really is none. Any Service Manager that has conducted a Repair… How Can A ROSE Make You More Money?

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Making an Impact

A defining characteristic of businesses that are successful over the long term is the ability to continually adapt to change.  Knowing what to change, when to do it and how to do it well is a task that can stump even the most progressive and well-meaning dealers and their managers. There are three roles that must be taken by someone who wants to effect sustainable change in a dealership – the Weed Killer, the Surgeon… Making an Impact

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Take A Fresh Look At Your Service Department

When is the last time you really looked at your service facility? When we work in place every day, it’s easy to get “tunnel vision” and not notice changes in the surroundings in which we inhabit. We become so focused that we do not notice the changes in our environment that have happened slowly over time. One way to get a fresh look is to go to your facility when it is closed. Take a… Take A Fresh Look At Your Service Department

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Why Do You Think They Call It Waiting?

Is there a Service Advisor alive that hasn’t heard these words from a Technician in response to a plea to hurry up on an oil change? I know I have heard it more than a few times while visiting a Dealership. The truth is that it’s rarely the technician’s fault when a simple maintenance service takes longer than promised. The actual time a vehicle is in a Tech’s bay is usually a small portion of… Why Do You Think They Call It Waiting?

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Follow Up On Refused Work

I’ve spoken with a number of people lately who told me their fixed operations have been going great. Congratulations! But it’s not the time to allow any of your staff to start believing everything is so wonderful that we can’t get better. We can really grow our business if we keep everyone focused on the mission at hand. The mission is improved profitability built on a foundation of customer retention. Many stores have purchased customer-relationship… Follow Up On Refused Work

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