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 SalesRead More 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?Read More 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) ImpressionsRead More Last(ing) Impressions
This is Part 2 in a two-part article. View Part 1 >> Are We Competitive? We often work with clients to create Maintenance Menus. During this process we ask the Service Manager to provide a list of commonly performed services. We review current charges for the services, the contribution of parts and labor, and the flat rate times technicians are paid. More often than not, these services yield lower than average gross margins. In some… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2Read More Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2
This is Part 1 in a two-part article. Years ago, I recall a conversation with a Service Manager about starting a Quick Lube Department. His thought was that if he could have a department that was focused on light maintenance, he could offer his customers quick, convenient, competitively priced services that would keep them from defecting to the aftermarket. It was a great idea in theory but unfortunately, there were unforeseen challenges. The store was… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1Read More Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1
As I travel from state to state working with dealerships of all kinds, one of the most common questions asked of me is “You got any good service advisor pay plans?” Ultimately it always seems to come down to a couple reasons. Either the dealer’s current plans don’t seem to be motivating their advisors to perform at a desired level, or the dealer has difficulty getting the pay plans to pay what they want them… Got Any Good Service Advisor Pay Plans?Read More Got Any Good Service Advisor Pay Plans?