Customer pay service work is the best way to grow cash flow from fixed operations. Be sure your staff starts with a good walk around inspection and takes the time to interact with the customer in detail. Maintenance that has in the past been missed and not recommended must be the primary focus. Dust off the flush equipment and get aggressive in checking fluid conditions. People are keeping their vehicles longer and are more willing to put money into maintenance. Be sure your customers are provided information on all needed maintenance and repair items on every visit. Retain the old parts and offer them for the customer to see or take home. Dealership integrity is essential to develop in the customer to retain them. Many times integrity is lost attempting to sell a $900 dollar 60k package with items not needed to be performed on their vehicle. The total focus on the customer's experience provided by your staff must be consistent with processes that are never compromised. Is your waiting area stuffed to capacity at 8:30 an
empty at 3:30? If so review your scheduling process to stop the loss of your customer base. If your dealership allows your customers to charge for maintenance or repairs out of the service department consider changing this practice. Credits worthy customers have several credit card options available to them and generate cash at the time of service. Check your customer accounts receivable to determine how your dealership is performing on allowed charges. The foreseeable future will see challenging new car sales. The best growth opportunity is in fixed operations and must be developed. 

Rob Gehring is the President of Fixed Performance