We strive to revolutionize the Fixed Operations industry through our passion and enthusiasm, and help our clients prosper through strategic innovation and custom solutions for their improvement.
M5™ is a performance improvement coaching firm that specializes in advancing fixed operations of auto dealerships around the world. Our website is a great venue to view our company’s goals, objectives, and philosophy in serving our clients.One of our main goals is providing state-of-the-industry ideas and techniques enabling our clients to advance their level of performance in fixed operations. Be sure to visit "Meet Our Staff" to view our greatest asset: our people! Our professional team knows how to effect positive change and they do it with a high level of passion and enthusiasm.
The future holds many changes for car dealerships and they are either going to have to evolve or be left behind. Vehicle ownership will most likely decline due in part to programs like Uber, Lyft, and Rideshare, for example. Growth in electric vehicles equates to a decrease in maintenance and with the future of connectivity in vehicles, software updates will be done remotely instead of having to come into a dealership, which could lead to reduced RO counts and sales of labor and parts. All of this means that customer retention will become extremely important.
During the course of my travels to dealerships around the country with many different manufacturers, we constantly hear how important customer retention is. This is a very true statement and a real concern, as well. I then hear from Managers about how hard it is to attract new talent to our industry, be it in service, parts, body shop, or even sales and F&I. There again a very real issue. I guess the real question may be what we are doing to retain our current employees? If high turnover is an issue, what is the root cause that is creating the turnover?
There is no arguing that maintenance sales are a great way to grow your service business and retain your customers. But does it come at a cost? Let's see how ROSE (Repair Order Survey & Evaluation) can help increase your maintenance sales and gross profit. In my last article, we reviewed how increasing maintenance sales can lower your ELR (Effective Labor Rate) and lower your gross profit percentages and we focused on the REPAIR side of CP ELR. Now let's look and see how managing the Maintenance ELR can increase your profitability.
This is Part 2 in a two-part article. If you missed Part 1 you can read it here: Part 1.
Another essential element for becoming a good Coach is learning to provide feedback - effectively. A coach is not a coach without providing feedback. In sports, how many coaches have you seen just sit on the sidelines and NOT give feedback? Here are some specific ways to provide feedback to your employees--ones that will encourage increased performance and generate positive behavior:
This is Part 1 in a two-part article. Be sure to check back next week for Part 2.
Simple Definition: a person who teaches and trains an athlete or performer
What is Coaching?
Marianne Minor, faculty member at the General Electric Management Institute, New York, has defined coaching as: “a directive process by a manager to train and orient an employee to the realities of workplace, and to help the employee remove barriers to achieve optimum work performance.”
Many of you may have heard of an NFL coach named Vince Lombardi. He was such an iconic coach that they named a trophy after him. That trophy is annually awarded to the winner of the Super Bowl. Yes, I’m from Wisconsin, and my wife and I, and our 3 boys, are huge Green Bay Packers fans.
When Vince Lombardi would schedule meetings or practice at 7:00 am, when do you think his players or position coaches showed up? 7:02, 7:14, 6:59, 7:05, etc.? Once they arrived at the field, what do you think they did? They probably talked about what they did last night, grabbed some early morning coffee, went to the locker room to get changed, etc.
Independent repair facilities are a thorn in the side of dealership service departments. In the eyes of the average consumer they offer a product that is virtually identical to that of dealerships, namely maintenance and repairs to their vehicle. There is a perception on the part of the consumer that the best technicians often own their own shops, that they will get better prices with individually owned facilities or that the guarantee of work will be better if they have more person-to-person accountability. This is why 60-70% of customers disappear from the service drive after the base warranty expires.