Dealers, Are You Concerned About:
- Eroding revenues?
- Low-grossing repair orders in labor or parts sales?
- Higher than average one-line repair orders at your dealership?
- Productivity and efficiency of technicians and front-line personnel?
- Hours per repair order?
- Parts line fill to complete quick turnaround service events?
- Departmental communication issues?
- Communication and cooperation concerns between departments, based on policy understandings that affect dealership relationships with customers?
- Shop capacity issues?
- Wrong work assignments based on the skill level needed to complete repairs?
- Higher-paid technicians completing lower skill level vehicle repairs?
- Fixed Right First Time (FRFT) issues?
- High FRFT but low customer satisfaction with the quality of repairs?
- Manufacturer’s customer viewpoint scores lower than peer group averages with higher than normal consumer issues reported?
- Manufacturer-sponsored surveys with negative responses?
- Internal after-service visit follow-ups with negative responses?
- Higher than average policy costs in your fixed operations?
- Higher than industry average employee turnover due to perceived earnings or job performance issues?
- Staff concerns related to stocking levels of fast-moving parts (e.g., tires, brakes, wipers, spark plugs)?
- Effective labor rates equal to your group or closer to industry standards, realizing 92% (or better) of posted door rates?
- Increased service absorption to be the best in your group?
- Service advisory and support staff to shift from order-taking to proper service selling, making them service sales professionals?
- Increased customer presence in the dealership?
- Increased profitability?
- More word-of-mouth referrals, the best advertising in the world?
- Gross margins equal to or better than dealers in your market area and/or your 20 group?
- Easy, workable solutions that bring more customers (new, pre-owned, and fleet) back to the dealership for all their vehicle and servicing needs?
- Cost-effective programs your staff will support and work with?
- Freeing up parts inventory dollars by reducing special parts orders and stale parts inventory?
- More fleet and commercial customers coming to the dealership more often?
- Help in properly utilizing manufacturer’s support tools and marketing programs?