Zig Ziglar said “You have the perfect processes in place to give you exactly what you got last year.” I’m betting most dealers and managers would like to have a more productive and more profitable year this year versus last year. Increase service appointments by 10% or more, improve shop productivity, raise owner retention and CSI while holding all employees accountable for their individual performance, to name a few. It all begins with training, coaching and managing employees to leave their Comfort Zones and embrace new processes that focus on putting the customer first.
Even with all the technology we have today, research shows that about 80% of all service appointments are made by telephone. Consequently, dealers must have the right telephone processes and personnel in place to sell more appointments and avoid placing customers on hold for extended periods of time. One simple change can relieve the Advisors of answering phone calls while greeting customers in the service drive enabling them to complete a proper walk-around and interview.
Learn how incentivized compensation plans for hourly as well as flat rate technicians can have a positive impact on a dealer’s profit margins plus learn how to use a formula for designing pay plans for your Service Advisors and Managers that insures a dealer will never “overpay” for a job well done. Experience shows that these strategies will help in reducing turnover while increasing sales and profitability. Additionally, attendees will learn how to train your Service Team on effective communication skills for improved CSI as well as improved ESI to enable dealers to build their owner retention and start growing their retail service and parts operations.
Once we have the right people in the right position who are properly trained on how to always put the Customer First we will address how to properly align a marketing plan with the customer driven processes, staffing levels, production capacity and training that will insure a measurable ROI from the plan, to include full accountability for individual as well as departmental performance.
Based on our experience in working with hundreds of dealers in the U.S., Canada and the United Kingdom we have found that the Six Simple Changes, have created increased parts and service sales by 30% to 40% year over year with increasing CSI. Any dealer or manager who is looking for new opportunities to improve their fixed operations to record highs will not want to miss this opportunity to learn how the top performers in our industry are improving their fixed operations.
To find out what these six simple changes are, make sure to check out Don Reed’s session, “Six Simple Changes for a Record Year in Fixed Ops”, at the 18th Digital Dealer Conference & Exposition from April 21st-23rd! For more information visit Digital Dealer Conference & Exposition
