Focus on fixed: Jim Bell

Retention roadblock

Retention roadblock

November 25, 2013 at 7:38 pm Comments are Disabled

JIM BELL SAYS THAT THE REASON WHY MANY SERVICE DEPARTMENTS OFTEN STRUGGLE WITH CUSTOMER RETENTION, IS DUE TO A RELUCTANCE TO CHANGE PRACTICES INTERNALLY It’s well known that many dealerships today are struggling with retaining their customer base, despite the fact that the vehicle park is growing and the average […]

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Forecasting service operation sales

Forecasting service operation sales

November 19, 2013 at 7:41 pm Comments are Disabled

IS IT REALISTIC AND DOES IT HAVE A CHANCE OF HAPPENING? By the time you read this article, you will have no doubt worked out your service department forecast for 2014. Our question is how did you arrive at the number? Did you use the outdated method of taking last […]

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Sweat the small stuff

Sweat the small stuff

October 7, 2013 at 7:28 pm Comments are Disabled

WHY PAYING ATTENTION TO THE LITTLE THINGS IS CRITICAL FOR AN EFFECTIVE — AND PROFITABLE —FIXED-OPS STRATEGY There is a popular book called Don’t sweat the small stuff and it’s all small stuff. This might be considered good advice by many for living your personal life, but not if you […]

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Why did you call this meeting?

Why did you call this meeting?

August 13, 2013 at 6:35 pm Comments are Disabled

SERVICE MEETINGS CAN ENCOURAGE FEEDBACK AND COMMUNICATION, 
BUT ONLY IF THEY ARE ORGANIZED AND EXECUTED PROPERLY When was the last time that you held a really productive service department meeting and said to yourself, “that was a great meeting.” The bottom line is that most of us are not good […]

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Back to the future

Back to the future

May 9, 2013 at 3:25 am Comments are Disabled

ALTHOUGH SOME ASPECTS IN OUR INDUSTRY HAVE ADVANCED, OTHERS HAVE HARDLY CHANGED. An old hero of mine, Sir Winston Churchill; once said and I quote: “the further backward you can look, the further forward you are likely to see.” So as we plough our way through another year, my mind […]

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What is technician training costing you?

What is technician training costing you?

March 24, 2013 at 6:35 pm Comments are Disabled

Training represents a huge tax on the bottom line, but it needn’t be Getting penalized for being smart In most industries, bright, well-trained staff at the top of their profession get recognized and remunerated for their high skill levels, or at the very least do not get penalized for it! […]

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Who can you trust?

Who can you trust?

March 4, 2013 at 10:22 pm Comments are Disabled

Our industry suffers from a perceived lack of trust, yet there are plenty of examples of service departments dealing with customers that seem to reinforce that stereotype rather than break it This past summer I went for a physical checkup and was given news that no one wants to hear. […]

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So why did you stop?

So why did you stop?

January 15, 2013 at 4:33 am Comments are Disabled

HOW SOLID BUSINESS PRACTICES OFTEN GET SHELVED FOR TRIVIAL REASONS We once listened to a mass merchandiser who had a very interesting theory. It was that most successful businesses eventually fail because they stopped doing the things that made them successful in the first place. So with that in mind, […]

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