Roll the calendar back ten or twelve years…we were all younger and better looking, right? What else was different? Warranties were shorter; vehicle quality was relatively poor (compared to today’s standards), global competition was much less and internet communication was in its infancy. New vehicle customers kept their vehicles three to four years then traded. This was the period that I will refer to as the three-year business model. The customer buys a new vehicle,… Are You and Your Staff Living the Three-Year Business Model?Read More Are You and Your Staff Living the Three-Year Business Model?
Do you need/want more production? Do you want to be more profitable? Do you want increased customer retention? Do you want greater customer satisfaction? If you answer yes to any or all these questions, then your service department may be a perfect candidate for implementing alternative schedules. What are alternative schedules? Alternative schedules are departmental structures that allow our service departments to be open more hours with a full staff while offering our employees more time… Your Schedule; Are You Getting the Most Out of Your Department?Read More Your Schedule; Are You Getting the Most Out of Your Department?
Have you ever heard anyone in your shop or your service lane say, “No thank you, I make enough?” The answer is, probably not. The truth, to coin a phrase, is that actions speak louder than words. It is being said daily by many of our Technicians, Advisors, and even Managers. Most of us experience this and cannot understand why it occurs. The reality is that it occurs because we allow it to happen. When… No Thank You, I Make EnoughRead More No Thank You, I Make Enough
Of all the phrases, excuses, and reasons for not making a change that I hear at the businesses that I have visited, the most common of all is “Because we have always done it that way”. The automotive industry, as well as most other industries, have been plagued by the attitude of continuing to do things the way they have always been done. Not that there is anything wrong with the way that some things… We Have Always Done It That WayRead More We Have Always Done It That Way
We have been blessed to have worked with stores during our collective automotive careers that were managed by brilliant businessman, with strict conviction and foresight into our industry. We gather these experiences and create ways to accomplish your goals. One of the greatest lessons learned was simply “You cannot manage what you do not measure”. That being said, let’s think of a few things we can measure. Effective labor rates (ELR), hours per repair order… The Next LevelRead More The Next Level
In times like these I often think of our great nation’s history, and of how lucky we are to call this country home. On the 4th of July in 1776, fifty-six brave men committed to a cause they believed in – they signed their names to a piece of paper and in doing so committed an act of high treason against the British crown. Fifty-six valiant acts, all of them punishable by death. Each man… Commitment of a Service DepartmentRead More Commitment of a Service Department