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fixed-ops

Fixed Ops Leadership

Name a business, any business. The best leaders in that business clearly define a process for their team. They cement the team to the point that everyone’s actions consistently reflect a cohesive commitment to the process. This ability to sell and deliver process consistency certainly applies to leadership in automotive fixed operations.

I’ve been asked more than once lately, “How can two service departments, of the same franchise, in the same market, roughly the same size, implement the same scheduler, lane and shop service CRM processes, using the same trainers, with opposite results?”

The answer most often lies in the approach of the manager to whom the advisor and technician users report. Read More

advisor capturing declined services

The benefits of having a mobile check-in and MPI process in the service department have been widely confirmed. You’ve probably heard all about the three “T’s;” specifically transparency, timing and trust.

However, one of the biggest unsung benefits is the considerable increase in the usage of the “declined service” op codes. Customers declining service is nothing new. But, a mobile service process makes it easy for you to reach out to recent customers so you can recover that lost revenue. Dealerships that are effective at this process see anywhere from 10 percent of declined services brought back within seven days and up to 25 percent of declined services brought back within a month.

What would that mean to your bottom line? In a larger-than-average dealership, you could discover that you have $400,000 in declined service work every month, and be able to bring back $100,000 of that revenue.

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Message_Received_Text Messaging_and_Service_Customer

High in demand but seldom offered as a communication option for customers, text messaging can bring added opportunities to increase loyalty through every phase of the service customer journey.  It is an easy win if implemented and used the right way.

The 2017 J.D. Power Customer Service Index Study revealed that 41% of Generation X and Y customers prefer texting as a way to communicate with a business.  Service departments have been sluggish to meet the ever-growing demand of providing customers with the opportunity to engage via text communication.  More startling  – the same study shows that only 3% of automotive service departments connect with their customers on their preferred channel of choice –  text messaging.   

Texting and Your Service Department

Why are service managers still skittish about adopting texting for their service advisors and technicians?  Some service managers contend that texting will trump the actual verbal communication we are used to.  While brief text messages offer quick responses – the perception remains that brevity can lead to misunderstanding.  For every long verbal pause that opens the door to further oral discussion where tone can be detected –  a short text response can be misconstrued as dismissive and interpreted as an immediate “no.” Read More

When it comes to increasing service revenue, there is no shortage of areas to consider – improving process efficiency, expanding facilities, hiring more technicians, just to name a few. With an ever-expanding list of action-items, many dealerships are overlooking one of the easiest ways to increase service revenue and the best part – it doesn’t involve spending hundreds of thousands of dollars in remodeling or new-hires.

The low-hanging fruit in most service department lies in declined service. No, seriously. If you don’t have a rock-solid process for recapturing declined services, your dealership is likely leaving a large amount in missed opportunities (and future sales) on the table. The good news is this is a relatively easy fix and a surefire way to add to your dealership’s bottom line. Read More

Service Department Opportunity

We’ve all heard the forecasts: new vehicle sales are slowing, and the latest predictions for 2018 are that sales may drop to 16.7 million vs. an estimated SAAR of 17.1 million this year.

I suppose weakening demand could be interpreted as bad news, but a 2.3 percent drop in sales is hardly going to cause any dealers to tighten their belts. Still, if your business isn’t growing, it’s shrinking, and who wants shrinkage? If you’re not growing and defending market share, someone else is.

The good news is you don’t have to rely on new vehicle sales demand to grow your business. Do me a favor and walk over to your service department. Stand there and listen for a moment. That knocking sound you hear is opportunity. Read More

With competition at an all-time high and sales margins shrinking more and more each month, no dealership can afford to ignore inbound call handling. In this eye-opening one-hour webinar recording, Bill Wittenmyer of ELEAD1ONE shares strategies, tips and tricks to improve inbound call handling performance and convert more valuable phone leads into appointments.

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