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 ImpactRead More Making an Impact
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 DepartmentRead More Take A Fresh Look At Your Service Department
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?Read More Why Do You Think They Call It Waiting?
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 WorkRead More Follow Up On Refused Work