It is a time, to have a true game plan, for your dealership!!! Understand, no matter what your game plan is, you must remember, all people rely on your plan. The industry has had its fair share of adjustments, but people make it all work. How people handle the adjustments, is the key to each and every organization. We all have to have computers, understand the importance, but have to realize, people implement, people follow-up, people sell and close the deal!!!

Example, we all use computers, to talk and respond to existing and potential customers. We text, e-mail, scan documents, throughout our day. The people on both sides of the deal, how they mind the business and pay attention, are the ones who have made adjustments. The people who do not mind, sending text after text, email after email, are the people who will have great success!!!

Mind your own business, with your people’s input is extremely important. Each and every employee must understand, we only have 30 days, to drive the bottom line. Minding our own business is the most important asset, so we can all protect our income!!!

Case in point, our company has decided, to show and tell 100% of the customers, 100% of the time, our service write-ups, if the bill is going to exceed $100!!! We decided to do this, in November 2012. Why? We realize that most people are visual, matter of fact 85% of people are visual.

We take all of our customers to their cars, when they are on the lift, show them the repairs needed, the importance of the repairs needed, tell them the safety investment that we will be performing. Our response has been outstanding, for all of the following reasons.

1. 1.       Our service team is able to explain each situation, to each customer.
2. 2.       Customers are able to interact, ask questions, and get involved.
3. 3.       We are building positive, relationships, with a great business to mind!!!

Results… Our CSI scores have increased 3.5 points in service, since November. Our numbers for dollars in repairs have increased 32%, year over year, same time period. The repair order count is only up 15 total customers, over the same time period.

In closing, computers are useful, information is imperative!!! People minding their own business, will always, have a business to mind and never have to worry about protecting their incomes, with a true game plan!!!

Remember, I live this business every day, just like you do!!!