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What are 15 minutes a day worth in your service department?
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.” I agree with...
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Better Processes Improve Technician Productivity and Gross Profits
Did you ever perform this calculation for your dealership Service Department? Whenever we do this exercise, either in the field with one of the NCM Retail Operations clients or in the NCM...
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Does Your DMS Match Your Actual Parts Counts?
Have you ever had this happen? … A service advisor contacts your parts department to see if you have a specific part in stock. You check the computer system and it shows that you have it. A price is...
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Vehicle Sales OTDBs in the Service Lane…Part 1
It happened again two weeks ago! It seems to happen each time I talk about opportunities to do business (OTDBs) with a training group of automotive dealers and/or their managers. When I suggest the...
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Grow Your Own Best People for Your Automotive Dealership
How do you find employees? I continually hear dealers and managers say that they can’t find good people to hire. It seems dealers often times expect to find the “perfect” candidate when they post a...
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The Importance of the MPI-ASR Process
Back in May of this year, I published a blog article focused on the difference between good and great automobile dealers and I promised to follow that up by discussing what we, at the NCM Institute...
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What’s the Secret of a Well-Defined Second Chance Process?
What would happen if we treated the service department more like the new and used car departments? Why do we think the customers should be treated differently? Maybe because “it’s just the BACKEND”!...
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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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Are You Maximizing the Potential of Your Service Reservation Process?
This is a question I ask in my travels everywhere I go. I usually get the standard answer… “Yes, we have an appointment process and it is working well.” In reality, most dealers are not maximizing the...
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Do You Know Your Daily Ratio of Service Customers to Sales Customers?
I recently had the opportunity to work with a large dealership group in the Southwest. I began a discussion by asking the group if they had any idea how many service customers were coming through their...
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Great Training Ground or a Bad Plan?
“Tommy, I was sure impressed with you during the interview process and now that you have finished up all of the pre-employment screenings, let’s talk about when you can start. How about Monday of next...
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How Do You Increase Service Department Sales?
This is a pretty basic question, right? But when discussing this subject recently during 2014 Annual Business Planning conferences with several client dealership Service Managers, I discovered that the...
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Why Your Best Conquest Sale Isn’t a New Customer
Over the past 20 years, one of the most common questions I get from dealers is: “What can you do to get me some conquest business?” My response is, “Why is that so important to you?” And they usually...
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How Many Detail People Do I Need?
This question came up recently in one of my 20 group conversations. The dealer wanted to know if there is a set standard for the number of detail/cleanup people the dealership should have based on...
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How Much Service are You Providing in Your Service Department?
In order to write this blog article I am compelled to admit that on occasion I will visit… a fast food restaurant. The reason I say it that way is that I am generally known as a very healthy eater who...
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Performance Improvement Starts with Being Honest with Yourself
People are interesting and they never cease to amaze me. At the NCM Institute, one of the classes I teach is Principles of Service Management I. In this class, we get to see all levels of service...
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The Financial Drain of Automotive Parts Obsolescence
Today’s article is intended as a wakeup call to General Managers and a profitability lesson to Parts Managers. So, I’m going to lay it on the line… It amazes me when I see parts departments 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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How Service Appointments and Reservations Destroy Customer Retention, Survey...
In my workshops I always like to have plenty of Q & A time so that I can address the real concerns that Service Advisors believe keep them performing at their highest level. One concern that never...
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The Importance of Increasing Car Count
Car count is one of the primary metrics for measuring growth in the service department. An increase usually leads to additional shop hours produced and gross profit. A decrease is a call to action to...
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