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It is an indisputable fact that everything that happens within the walls of the Service department is tracked and controlled by the repair order. Most personnel in the department are paid directly or indirectly by what happens on the repair order. The repair order is so crucial, that what happens in the shop can be completely different than what is represented on the repair order. However, when that repair order is closed, and the charges are posted to accounting, there is a very good chance that, right or wrong, the result will show on the financial statement. With this in mind, it is important to know as accurately as possible, when and how the facts and figures become what they are.
When completing a manual repair order survey, time is not your friend. Given the task to accumulate repair orders, review them, document each item and tabulate the findings, it may require you to implement a new structured process just to get started.
Now there is a better way. It is M5’s Repair Order Survey Evaluation - ROSE.
This is Part 1 in a two-part article. Be sure to check back next week for Part 2.
I have been asked by many dealers how to get rid of their obsolete parts, and what they can do to prevent this from happening again. Let me say that getting rid of the obsolete parts is a lot more difficult than preventing them.
What are you doing to grow your business, advertising or marketing? Marketing is the systematic planning, implementation and control of a mix of activities for the purpose of promoting or selling a product, service or brand. In fact, marketing is the “umbrella” that encompasses all of the efforts required to attract, motivate and retain the customer. While these efforts include advertising, they also include the following:
As a traveling consultant I have had many opportunities to visit dealerships across the country. There are some common themes I have come across regardless of the location. First, let me say that every dealership operates under its own set of dynamics and structures; however, when the subject of customer acknowledgement comes up, many dealerships struggle with getting their people to greet and acknowledge customers in a timely fashion. The comparison of fast food restaurants often comes up and the verbiage usually goes something like this, “I don’t understand how you can go to a drive thru at a fast food restaurant and get a consistent friendly greeting every time and they are getting paid minimum wage, while my people are making 60k-70k per year and it’s a struggle just to get them to acknowledge our customers.”
This is the third part in a three-part series.
The customer pick-up or service delivery process is put into motion upon completion of all service work. The process used should be a derivative of an “active service delivery.”
The service advisor reviews all services or repairs performed with the customer by telephone. Customers requiring special order parts are provided with a detailed explanation of what was ordered and the notification process. A complete explanation of all charges, and the total of the charges, are reviewed at this time.
This is the second part in a three-part series. Be sure to check back next week for part 3.
If you missed part 1, you can find it here: Part 1
The most critical component of any service department transaction is the initial customer contact, i.e., when the customer calls to set up an appointment. The impression made by the employee taking the call, and the information taken, sets the tone that will determine the success of the transaction regarding both customer satisfaction and service sales. With express drop-off and pick-up, it is imperative that the dealership employees handling the reservation process receive thorough training on the process.
This is the first part in a three part series. Be sure to check back next week for part 2.
Service guests in today’s fast-paced world are accustomed to drive-thrus, quick lanes and other express accommodations. Most people are drawn to this type of service, and in many cases, regard price as a minor concern.
I was watching television the other day and saw a commercial for an online game called “Game of War.” I am not a player of these types of games, but it seemed to me that the goal was to capture other kingdoms and build walls to keep your opponents out. I can only imagine that the one with the largest kingdom wins.