| Developing Improved Performance With Appointments |
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Scheduling Appointments
Scheduling appointments is critical in achieving solid
performance and growth. The service manager should
monitor appointments three days out with the service
advisors aware of needed appointments to fill
tomorrow’s schedule. Service management should
check appointments at least every two hours in the
afternoon reviewing the shop needs. Appointments
should be scheduled with 15 minute separation to
allow time for a proper customer intake process. The
intake process must include a walk around and
looking under the hood for needed maintenance.
Find out more....
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Greetings!
The days of opening the doors and having needed
Technician hours are behind us. We must develop and
implement solid processes that will manage
Technician hours available. We cannot gain from
unsold hours or bank them for the future. Let’s look
at ways to improve operations.
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| Techniques to Fill the Schedule |
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Customer contacts are the key to fill the schedule. It
is recommended every advisor should make 10
contacts per day using the open recall list, special
order parts received, and customer only specials.
Advisor contacts should be recorded and reviewed by
service management daily to assure compliance.
Management should develop relationships with local
fleets that will allow them to contact when open time
is available for service. Other dealerships and used
car lots have many open recalls on your franchise
and we should run VIN numbers as a service for
them. Calling tow truck companies informing them of
time available for tow in repairs will benefit everyone.
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| Setting Cars Needed Per Day Quota |
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How many cars per day does your dealership need to
sell available Technician hours? Understanding and
setting daily car count goals will provide your
Technicians a stabile work environment to provide for
their families. A recommended starting point would be
90% of available hours are pre sold allowing for
emergencies and up selling. Use existing performance
on average hours per repair order averages divided by
Technician hours available to determine the needed
car count quota.
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