Articles for Service Experts
Friday, December 16, 2011
As a dealer, you are the ultimate decision maker. You don’t need to take a vote every time you want to make a change in policy, process or personnel. Fixed operations expert Don Reed discusses how making changes might not be popular among employees, but can make the dealership more efficient and profitable.
Friday, September 30, 2011
Fixed operations expert Don Reed discusses the importance of measuring performance and outlines 28 different stats in the service and parts departments that should be measured for individual employees to evaluate performance.
Friday, August 05, 2011
Don Reed, fixed operations expert, discusses five technologically advanced products that will increase dealerships’ fixed operations sales and profits if used properly.
Wednesday, June 15, 2011
Fixed operations expert, Don Reed, follows up on his previous article with facts and figures about dealers’ compliance with the Five Rules of Engagement for Service Customers. With dealers reporting more service customers coming in, dealers stand to earn a lot more business if they adhere to the rules 100 percent of the time.
Monday, April 11, 2011
Don Reed - Fixed ops industry expert and trainer Don Reed presents the five rules of engagement service advisors should follow with service customers.
Tuesday, October 19, 2010
Most customers postpone repairs and maintenance work. Industry Expert Hal Scott discusses why customers put off service work and explains how to overcome customer objections to get them in for needed service and maintenance.
Monday, August 16, 2010
Don Reed - A significant number of dealers these days are becoming more and more aggressive in selling used vehicles. Some have even lost their new car franchises and now rely solely on used vehicle sales, along with parts and service sales to pay the overhead and hopefully provide them with a significant return on investment (ROI).
Monday, May 10, 2010
Don Reed - A worthy goal for every dealer would be to sell a new or used vehicle today and keep that customer coming back to your dealership for life. You want them coming back for all their service needs, for parts, for body repairs, to buy additional vehicles for their family and of course, to trade in the vehicle you just sold them to buy another. Makes sense, right?
Wednesday, October 14, 2009
Don Reed - Most dealers today understand the value of an F&I department, and history shows that this department can be a significant profit center when the right processes are implemented, enabling managers to sell additional products and services to every customer who takes delivery of a new or used vehicle.
Friday, September 04, 2009
Don Reed - After spending the last nine years working with hundreds of dealerships all across our country, I have discovered an amazing phenomenon permeating fixed operations. One could compare this phenomenon to cancer. The good news is this cancer is 100 percent curable for every single dealer who really wants to be cancer-free! The cancer is called “Lack of Accountability.” I find maximum accountability for everyone’s performance in the sales department ...
Thursday, April 09, 2009
Hal Scott - A few wrong decisions today and even those dealers fortunate enough to have old family money could easily be gone. This is not a revelation for many of you, as fear for financial survival has savagely ripped through every...
Wednesday, March 25, 2009
Hal Scott - Success today requires strong fixed coverage. Your service, quick service, parts, body and detail departments have to be “dialed-in.” Adding 0.5 hours to each repair order in service, quick service and body shop is not just...
Thursday, September 04, 2008
Don Reed - One very effective way to correct this is to send all incoming service calls to a business development center (BDC). Properly trained BDC personnel can provide a multitude of services that will increase owner retention...
Saturday, July 26, 2008
Don Reed - In the pursuit of additional profit opportunities in your service department, you must focus on maintenance of your customers’ vehicles. This is a missed opportunity for many dealers who do not perform complete, thorough inspections of...
Thursday, July 10, 2008
Don Reed - Why do we classify half of our dealership as variable and the other half as fixed? What is the difference between the two? Should they operate independently of one another or operate as one? Is one more important than the other?...
Wednesday, May 14, 2008
Don Reed - The first step in recruiting for any position is to determine the maximum compenstation you are willing to pay a top performer...
Wednesday, May 07, 2008
Don Reed - If your dealership’s new vehicle unit sales decline by another 6 percent, what does that mean to your bottom line? For those of you who own a franchise that is also losing market share, the decline is even greater...
Wednesday, March 26, 2008
Don Reed - Does your parts department provide every customer the highest level of service they possibly can? Well, to answer that question properly, we must first determine who is the customer?...
Wednesday, February 20, 2008
Don Reed - If you want to focus on “controllable” expenses, then take a long look at policy adjustment and shop supplies. Implement a log for each of these and require your manager to review it with you weekly...
Friday, January 18, 2008
Don Reed - Starting today, ask each of your advisors what maintenance is required by your respective manufacturer. I’m betting they don’t know. If that is the case, then require them to read the warranty book and they will find the words...