|
Walk Around Service Bays
Service managers need to walk around the service
bays asking Technicians questions occasionally about
the vehicles being worked on. These questions should
challenge maintenance needed by asking, “Is that
fuel filter original?”, or “How many miles are on this
unit?” Technicians often lose focus on needed
maintenance and only look at the repair order for
direction. This practice reduces average hours per
repair order and proper customer care. Shop policy is
reduced when average hours per repair order
improves. When service management is consistently
monitoring Technician suggestions they will be
recommending more work to advisors and selling
more. Standard shop recommendations should be
enforced that suggest maintenance at certain
mileage. Be sure to show customers needed work at
every opportunity and educate them to what their
vehicle needs are.
Find out more....
|
|
| |
Greetings!
It is a must for service managers to drive repair order
performance using techniques that insure proper
processes are in place and working. They must
develop processes that eliminate the concern in
focus and place importance on customer care. A
proper process never forgets to make the path of
least resistance compliance by employees.
|
| |
| |
| |
| Observe Advisors in the Drive Lane |
| |
Service management must be sure Advisors are
performing proper customer intake procedures by
being in the drive lane or customer care area often.
Coach them on ways to improve performance. Are
they adding washer fluid when needed? Are they
allowing customers to drop keys and run? Be sure to
demand no compromise in customer intake and care.
Inform Advisors on a daily basis what their
performance is and how it compares to other staff.
Repair order performance is not about quantity it is
about customer care measured by average hours per
repair order.
|
| |
Read on... |
| |
| Problems Are Like Dogs |
| |
I believe problems are like dogs. If you meet a
strange dog and turn and run almost every dog will
chase you and desire a bite. It you turn towards the
dog showing no fear almost every dog will respond to
you and desire to be a friend. I believe problems are
the same. We must face our problems head on. If we
turn and run our problems will control are actions and
likely bite us. Facing our problems will never be
comfortable yet a good Manager understands it is the
only way to live. What problems are you running from
today? Have the courage and confidence to deal with
them and see how quickly they will become your
friend.
|
| |
Read on... |
| |
| Company Update |
| |
As Fixed Performance enters the fourth year it brings
me great joy to inform all of you on progress made.
The company has doubled in volume every year since
we began. The growth has been almost all by
referrals from our dealership customers. At this time
all dealership accounts are handled by me personally.
My schedule has filled up allowing only a few open
dates for new accounts. Jay Seitz has done a
wonderful job with marketing and scheduling
customers however the calendar has limits. A
decision hasn’t been made to add staff or to develop
a waiting list. It is likely that 2006 will bring the
addition of a new Consultant to our staff and
continue our growth. I would like to personally thank
all of our customers for your referrals and confidence.
It is only with you my company has grown so quickly.
Rob Gehring
|
| |
Read on... |
| |
|
