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3 Ways Managers Can Drive Traffic
In today’s automotive industry, what a manager does when there are no customers in the showroom is every bit as important as when there’s a showroom full of customers. Most managers are great at...
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WHO Thinks We’re Overpriced?
I recently held a luxury brand parts and service manager 20 Group meeting, and one of the parts managers was proud of the fact that his counter gross retail percentage had increased by 3% that...
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From the 20 Group: Scripts to Improve Service Advisor Sales
Service advisors see more customers in a week than many salespeople see in a month—without question, they are the public face of your dealership. And, when properly trained, your service advisors can...
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The 10-Minute Fix for Lost Customer-Pay Hours
There’s no question that customer repair hours and R.O.’s are on the decline. I have the pleasure of working with more than 250 dealers, and I’m alarmed at how many service departments are going...
View Article#AskNCM: How many tickets should a service advisor have each day?
Service advisor Robert wrote to #AskNCM about daily workload, asking: “How many customers per day is too many for a service advisor?” Depends on your business structure, explains NCM expert Steve Hall,...
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Has Your Customer-Pay Service Business Grown? It Should Have!
The U.S. automotive industry has grown substantially since the beginning of 2010 when the annualized sales rate bottomed out at a low of 10.5 million units from the previous high of 17.3 in 2000....
View Article#AskNCM: How Can I Retain More Service Customers?
You already know the basic steps to get customers back: appointment/phone call, write-up, end-bay process, and active delivery. But customer retention isn’t a simple linear process, explains Steve...
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How to Hire the Most Important Sales Role in Your Dealership: Service Advisors
There is no question that a successful dealership has both skilled technicians and knowledgeable salespeople to maintain profit margins. But an oft-overlooked—and equally (or arguably even more)...
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From the 20 Group: The Importance of Value
We all know that a customer will buy a product or service when the value exceeds price. Unfortunately, automotive dealerships hide the value that the service and parts departments bring. Here’s how...
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Announcing Something New at NCM: Service Advisor Training
I’ve been chomping at the bit to make this announcement, and we just got the go-ahead! After years of your asking for service advisor training, I’m happy to announce that the NCM Institute has added...
View Article#AskNCM: How can I stop my out of control shop expenses?
“Our shop supplies expense is out of control,” a service manager asks Steve Hall. “Do you have any tips or best practices for controlling it?” Managing car dealership expenses is always a concern...
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Curing the Fixed Ops Hangover
What a party it was! We showed up, had a great time, talked excessively, drank a bit too much, stayed out far too late and were glad that we did it. Glad, that is, until the next morning when we woke...
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More Manufacturer Recalls Are Coming: Here’s Your Checklist to Make the Most...
Experts believe that we’ll see more frequent and larger automotive recalls in the future, as regulatory agencies increase their scrutiny of the automotive industry. After a record-breaking number of...
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Three Hours Lost: Your Top 10 Service Time Wasters
When we ask service managers how important technician efficiency is to profitability, they most often say that “it goes hand-in-hand” or “if they aren’t efficient, you won’t make money.” While I agree...
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Service Managers: How Well Do You Communicate With Sales?
Processes…even the best processes don’t work if employees don’t understand them. It’s Monday morning in the service department. The day is off and running and a flurry of customer activity abounds....
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We’re All On The Same Team: Parts & Service – Helping Each Other Succeed
Have you ever wondered why Service and Parts Managers don’t get along? In reality, don’t they need each other to succeed? As we examine this, let’s start with some generalizations from dealing with...
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60 Seconds to Gain a Service Customer
Do you have 60 seconds to gain a service customer? Let me restate that: Do you have a structured 60 seconds to gain this customer? Why the emphasis on “structured”? Let me explain. Let me start with...
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Two Quick Tips for Service Managers
It seems these days everyone is pressed for time and running a million different directions. Because of this, your team can feel disconnected and often times alone in their jobs. They don’t get...
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The Myths of Writing Service Part 2
As you remember from my article last month, myths can be very dangerous things. They can and will impede your ability to grow, expand, and succeed. I discussed some of the biggest myths surrounding the...
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Embracing Mobile in Your Service Department
This article was written by Matt Hurst. “Mobile” has been one of the biggest buzz words in our industry over the past couple of years. From configuring vehicles on smartphones to F&I product tours...
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