Gary Simmons - Consider the usual dealership scenario: the sales person sells the vehicle and assumes their job is done. Instead of introducing the customer to the service team, showing them the bay, and explaining that their services are...
Jennifer Rincon - The service directors, who are interacting with customers, constantly collect ideas for improvement. The seeds of these ideas, though frequently shared at the monthly meetings, can get choked by a busy schedule.
David Boyle - Why is it with all the advances in technology and processes, the way we sell service and interact with our customers hasn't changed in decades?...
Don Reed - One very effective way to correct this is to send all incoming service calls to a business development center (BDC). Properly trained BDC personnel can provide a multitude of services that will increase owner retention...
Don Reed - In the pursuit of additional profit opportunities in your service department, you must focus on maintenance of your customers’ vehicles. This is a missed opportunity for many dealers who do not perform complete, thorough inspections of...
Don Reed - Why do we classify half of our dealership as variable and the other half as fixed? What is the difference between the two? Should they operate independently of one another or operate as one? Is one more important than the other?...
John Carroll - Several technical schools say that slightly more than half their graduates wind up at dealerships, while hosts of newly minted automotive technicians take positions with the after-market companies that specialize in hiring entry-level...
Harlene Doane - A recent manufacturer study indicated a sharp rise in the chance of selling a customer another vehicle based on the number of times they visit your service department. A single service visit increased that chance by 29 percent...
Jennifer Murphy - While some consider reconditioning and detailing synonymous, they are very different. According to Ken Billado, assistant manager of the detail operation at The Automaster (a high-line and import dealership group out of Shelburne, Vt)...
Don Reed - The first step in recruiting for any position is to determine the maximum compenstation you are willing to pay a top performer...
Don Reed - If your dealership’s new vehicle unit sales decline by another 6 percent, what does that mean to your bottom line? For those of you who own a franchise that is also losing market share, the decline is even greater...
Don Reed - Does your parts department provide every customer the highest level of service they possibly can? Well, to answer that question properly, we must first determine who is the customer?...
Don Reed - If you want to focus on “controllable” expenses, then take a long look at policy adjustment and shop supplies. Implement a log for each of these and require your manager to review it with you weekly...
Jennifer Murphy - The customer is taken to the private office of one of the four the service consultants/advisers who usually spend between seven and 10 minutes with each customer to understand the customer’s concerns.
Don Reed - Starting today, ask each of your advisors what maintenance is required by your respective manufacturer. I’m betting they don’t know. If that is the case, then require them to read the warranty book and they will find the words...
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