Service Drive Service Drive
Don’t Accept Negative Online Customer Reviews As The Last Word
Service groups need an action plan to address the problem and then mitigate damage to their reputations. BY RYAN LESLIE Let’s say a customer who recently visited your service drive was disappointed that the actual time taken to repair her vehicle was quite a bit longer she had been quoted. …
Take Fundamental Marketing Steps To Lock In Customer’s Future Service Work
3 approaches can help keep your dealership top-of-mind after the vehicle sale. BY AMY FARLEY Driving customers to your dealership for service work is half the battle. The other half is keeping them. Are you doing everything you can to retain your customer base? There are three steps that every …
A ‘Dead’ Sales Lead Can Be Gold For Service Sales
Use targeted e-mail to convert a non-car buyer into a service customer. BY PETER MARTIN There is no such thing as a dead lead. Even if a prospect ends up purchasing a vehicle from another dealer, you still have an opportunity to market service work to him or her and …
Dealerships Must Identify Solid Reasons For Customers To Buy Their Tires
Create a value proposition in which both your service staff and buyers can believe. BY CHUCK DE MARTIGNY In today’s competitive environment, with 84 percent of our service customers migrating to the independent tire stores to purchase replacement tires, your value proposition is key to retaining (saving) these customers before …
Six Steps To Develop A True Sales Mentality
Service managers often have the weakest sales instincts; here is a road map to improvement. BY JEFF COWAN There was a time when we at PRO TALK would visit a dealership, train the service advisors and expect to achieve desired results. That has changed given a significant shift in the needs …
School Partnerships Are Latest Hunting Ground For Scarce Skilled Repair Talent
Service directors discuss where they’re having at least some success in the recruitment campaign. BY MARY WELCH Mercedes-Benz USA CEO Steve Cannon has one common bond with just about every dealership service manager in the country. Like them, he has a hard time recruiting enough skilled service technicians and master …
New Emphasis On Training In Service Drives Pays Dividends
Colo. dealerships see improvement in key CPIs with customer service- and sales-oriented instruction. BY JON MCKENNA When Lisa Spinder was hired in December 2012 as training and development manager of the adjoining Planet Honda and Planet Hyundai dealerships in Golden, Colo., a Denver suburb, Job One was training the sales …
Managing To Improve Your Fixed Absorption Rate
Above 100% rate is not only achievable but an advisable goal for service departments. BY MICHAEL ROPPO Fixed absorption is one of the most important measurements that dealers must gather and react to on a consistent basis, but that most manage poorly. It is an indicator (and not one that …
It’s Crazy To Shortchange Fixed Ops On Marketing Dollars, And Time To Stop
1 in 4 marketing dollars, and more digital campaigns, should be devoted to service departments. BY GLENN PASCH Fact: According to the NADA, fixed operations is a $310 billion business. Do I have your attention? Yet, dealerships account for only 27 percent of this market. Why so little? Who has …
What The Indy 500 Can Teach Dealers
Watch how race teams pursue vision, define own career paths and dress the part. BY JEFF COWAN My first love, outside of my family, is the Indianapolis 500, “The Greatest Spectacle in Racing.” While the race (to be run again on May 24) is massive entertainment, you can learn some …