Focus on fixed: Jim Bell

Do you treat your customers like Gods?

Do you treat your customers like Gods?

November 13, 2012 at 4:28 pm Comments are Disabled

Dealers need to take a hard look in the mirror when it comes to fixed ops A typical customer today will go one place to buy tires, to another for an oil change and maybe another for a mechanical repair. Not to mention they may go somewhere else to buy […]

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An apple a day keeps the red ink away

An apple a day keeps the red ink away

October 10, 2012 at 2:21 pm Comments are Disabled

Synergies are the key to solid service business When it comes to generating sales per work orders, just how many bites of the apple do you get? Another question might be: do you really care? Generally, there are three areas of opportunity for producing solid average sales per work order. But […]

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How long can you fly on automated pilot?

How long can you fly on automated pilot?

September 1, 2012 at 2:04 am Comments are Disabled

AUTOMATED TOOLS AND TECHNOLOGIES ARE WONDERFUL. BUT WE ARE IN THE PEOPLE BUSINESS There have been some interesting articles recently about aircraft crashes caused because pilots are relying so heavily on technology to keep the plane in the air. When a system fails, they appear to lack both the basic […]

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Make do with what you have

Make do with what you have

July 1, 2012 at 6:18 pm Comments are Disabled

A visit to Cuba reminds us of the lost art of the skilled craftsman Several years ago I had a great experience touring the Morgan Sports Car plant located at Great Malvern in the United Kingdom. The buildings were not in great shape, but just watching these guys hand build […]

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Finding a perfect balance

Finding a perfect balance

June 5, 2012 at 4:44 pm Comments are Disabled

Getting the mix right between retail and warranty labour Many years ago as a zone service manager I used to tell dealership service managers that they were in control of managing the mix between retail and warranty labour. That meant that if the warranty was running high it was their […]

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With a little help for my friends

With a little help for my friends

April 1, 2012 at 6:44 pm Comments are Disabled

An update on the Mechanics Beyond Borders project Back in the mid-fifties, my dad was a service manager of a Reliant dealership: “A three wheeler as used by Mr. Bean!” I was eight when I started going to the workshop with my dad and it was hard to keep me […]

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“The problem is, while the service manager sits in his office answering emails, oblivious to what is happening in the department (or elects to start at 9 a.m.), there are often numerous concerns going on in the department, which negatively impact both customer satisfaction and the bottom line.”

Manage by walking around

March 3, 2012 at 5:48 pm Comments are Disabled

A little stroll can reveal lots of good information Have you ever been on board an aircraft when it roared down the runway with the captain sitting in the washroom? Of course not; this is one of the most critical times to get the plane in the air. But it […]

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I am not being rude, but are you an a#@hole?

I am not being rude, but are you an a#@hole?

January 12, 2012 at 6:56 pm Comments are Disabled

Difficult managers and employees are easy to spot, but hard to fix. I have just finished reading a great book by Robert I. Sutton Ph.D called the “No Asshole Rule.” Sutton is a professor of management at 
Stanford University and the Harvard Business 
Review rated the book in the top […]

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