Planning to fail
Planning is considered the single most important element of the administrative process. The higher up the ladder you are the more the involvement and time devoted to planning. If it is so important why are so few service managers …
Category: From the Service Bay
The survey says…
There’s no reason for service to fear CSI surveys if they are handled correctly How a manager reacts to surveys plays a huge role in determining the overall culture of customer satisfaction in our service department. Let’s say ten good …
Lean principles can apply to service
The lean philosophies used to build cars can also be applied to servicing them. If done right, everyone wins. We sell time. In our service departments that’s what we sell, time. For every dollar of time we sell in service …
How to boost tech productivity
Keeping your techs busy will help boost service revenues and keep customers happier too We want to talk about a concept that is very important to us. It is in fact so important we wrote a book about it called …
Build teams to deliver a better customer service
Avoid the hot potato dispatching process that doesn’t work for anyone During our dealer visits and our own experiences, we have seen many ways of dispatching work to the technicians and apprentices. We want to reiterate what we mentioned during …
How to make Express Service work
Express Service at dealerships often fails. Follow our advice for greater results We have, in previous columns, discussed appointments, being prepared for the customer’s arrival, and service reception. We thought this would be a good spot to introduce Express Service. …
Are you greeting customers properly?
A proper greeting process will boost your revenues Hopefully you were able to listen to some appointment phone calls. What did you learn? Did they go the way you expected them to? Was the ending of the call enough to …
Getting off on the right foot
Your customer’s journey begins with the Service Appointment Recently we were doing training in a boardroom on the second floor of a dealership that had a huge window overlooking the showroom floor and service reception. We had a discussion about …
The hidden costs of unapplied time in service bays
Keep your service teams busy. It’s good for them and good for your bottom line. The top three greatest mysteries of human history; the Lost City of Atlantis, Stonehenge and of course Unapplied Time. That nasty number on the financial …
O.E.M. stands for Outstanding Employee Management
A little care, attention and praise can go a long way in boosting morale and retention. Finally, you have hired what seems to be the right person and they showed up on day one. Now what? Ask yourself what does …
