Fixed Operations, Who GETS IT?!!!

Fixed operations, has been the great denominator, in our mathematical equation. It is an absolute must to grow this department, in double digit increases, year over year. The service drive, must be that, a driving force behind our businesses. Our total service team, must have incredible selling skills, be great multi-taskers, love to work with people. The technicians, must be great closers. That's RIGHT, closers. Our writers, explain work orders, to our customers. If needed, we walk customers to the cars on the lift. Our technicians, as well as our writers, show and explain. Your service experience, is a total “show and explain", experience. Our customers have a great understanding, why they are investing into their automobiles. How do we keep them coming back? We wash and clean their vehicles by hand, after every service. This includes, just an oil change. We send our customers, birthday cards, each and every year. Our service writers, technicians and receptionists, remember our customers, by their first names.

Our sales team, STARTS, with a service walk. They introduce our service writers. Our potential new customer, is shown where to drop off their car for service. We show them the service drive, how all the cars waiting to be picked up, are so clean. We walk them thru our shop. We show them that we clean the shop every night. They get introduced to the detail crew. Our potential customers, have a real "show and tell", experience. We give them 4 oil changes, with every purchase. Why? We get the customer to experience, first hand our service department. Now, we also know, four times in, we have created a habit. We will get the 7500, mile service, 15,000 mile service. We also know, every time our customers come in, we have a potential referral, conversation.

These are just a few good business practices that work. Our team, GETS IT!!! Does yours?

FACT: Our store on average, over the past 10 years, has grown 29% in gross profit year over year. SERVICE, the great mathematical denominator!!!

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Comment by Tony Sutton on June 14, 2011 at 2:16am: Excellent post.

I recently had my car serviced at a "Penske" store (did someone mention benchmark)... it was at best forgettable and at worst lamentable. Needless to say, being in our business but still able to go and mystery shop what the big boys are doing is a real eye opener. Too big for their own good some would say.

Comment by DON GRAFF on June 13, 2011 at 9:29pm: This is right on target. We preach this. I am with you 100%. Especially think that with dealers building
new facilities they neglect to show off this department. Amazing to me even in 20011.

Comment by Ron Terry on June 13, 2011 at 8:13pm: Tony... Hurray for your service team! They are doing some good things. What has your market share been over the last few years?

Comment by Marsh Buice on June 13, 2011 at 8:12pm: Thank you very much!

Comment by Tony Provost on June 13, 2011 at 7:35pm: I encourage your team to call me any time, conference call, whatever I can do to promote your business, I would be more than happy to. 508-759-4400.

Comment by Marsh Buice on June 13, 2011 at 7:26pm: Tony, that's how you keep a customer for life-I am going to fwd this to my service manager; you have some great "extras" in there that will enable customer retention. Your team gets it; our team wants it! Thanks for the share my friend.