Are you tracking your performance to impact everyone’s bottom line?
Attention all service advisors. If you are not tracking your performance, you are impacting everyone’s bottom line. John Fairchild of Fairchild Automotive Solutions says, this is where KPIi’s come in to play, but before that, you need to meet the following requirements.
Have a defined service drive process. Have clear goals for each advisor. Create an easy way to measure the KPI and consistency in reporting performance. And make sure there is willingness from management to fix inconsistencies in KPI’s and measuring them.
So what exactly should you measure? Well, start with the RO’s written by advisors and departments as a while. Ask your self- as a department, are we tracking to exceed our car counts versus historical data? Are we going to have more customers this month than last?
And look at the bigger picture. Are you leaving money on the table by not inspecting certain cars? Make sure you are reviewing repair orders daily, and coaching individuals as needed.
Every manager should supply their team with up-to-date metrics, in prominent places with regular updates.
When we’re talking about some of the main goals of a service drive…obviously, retention is …