Parts & Service

BDC

1  -  50  of  93

April 2013, Auto Dealer Today - WebXclusive

Profit Booster: Tapping the Specialty Equipment Market

Pictured is General Manager Larry Hook and the parts department at All American Chrysler Jeep Dodge of Odessa, Texas.

By Paul Chavez

Tapping the $30 million specialty equipment market is no easy task, but two dealers say it’s not impossible. They open up their playbooks to making accessory sales a profitable venture.

Tags: Accessory Market, aftermarket accessories, BDC, customize, GPS Tracking, parts and service, Profitability, specialty vehicles, Tire and Wheel

March 2013, Auto Dealer Today - WebXclusive

PPM Driving Retention, Profits

By Daryl K. Tabor

Daryl Tabor looks at how prepaid maintenance plans and courtesy service packages are driving service retention at dealerships.

Tags: BDC, Customer Loyalty, Customer Retention, DMEautomotive, Fideltiy Warranty Services, Generation Y, MediaTrac, parts and service, Prepaid Maintenance, Resource Automotive

February 2013, Auto Dealer Today - WebXclusive

Supporting Fixed Operations

By Don Reed

Don Reed reminds dealers and general managers about the real opportunities that exist for service departments.

Tags: BDC, CSI, fixed operations, profits, Service, training

November 2012, Auto Dealer Today - WebXclusive

The Primary Mission of a Service Advisor

By Don Reed

Expert Don Reed, CEO of Fixed Ops Solutions, points out that the primary mission of a service advisor is to ensure that every customer is driving a safe and reliable vehicle. Reed also teaches you exactly how to accomplish your mission from building customer relationships to holding everyone accountable to the mission.

Tags: BDC, Customer Relations, Customer Retention, improving your service department, repeat customers or referrals, service department, training, Vehicle Maintenance

September 2012, Auto Dealer Today - WebXclusive

Since When is Selling a Bad Thing?

By Don Reed

Service expert Don Reed has observed that dealers are reluctant to push for greater sales in fixed ops. Here he looks at the cost of that reluctance.

Tags: BDC, HPRO, increasing sales, Operational Efficiencies, Sales Tactics, sales training, selling service, special finance, vehicle service products

July 2012, Auto Dealer Today - WebXclusive

Suggested Daily Tasks of Fixed Ops Managers

By Don Reed

The most important part of a manager’s day is to manage the performance of their employees. Don Reed suggests some daily tasks for a fixed ops manager that can positively affect the performance of his team.

Tags: BDC

July 2012, Auto Dealer Today - WebXclusive

Fixed Ops Goes From Life Preserver to Profit Powerhouse at Lupient Chevrolet

In 2009, Lupient Chevrolet received notice that General Motors was revoking its franchise. Instead of winding down its new-car operation, management forged ahead by purchasing new vehicles from other GM dealers to resell, and the dealership ramped up business in service to help stay afloat. Ultimately, the dealership's franchise was reinstated, and the service department is now a profit powerhouse.

By Kimberly Long

When Lupient Chevrolet received notice in 2009 that General Motors was revoking its franchise, the dealership ramped up business in service to help stay afloat. Ultimately, the dealership's franchise was reinstated, and the service department is now a profit powerhouse.

Tags: BDC

June 2012, Auto Dealer Today - WebXclusive

Renovating and Rebuilding Three Dealers’ Service Departments

By Jennifer Murphy Bloodworth

When upgrading their service departments, dealers must deal with many decisions and challenges like construction, provider selection, manufacturer requirements, and more. Auto Dealer Monthly took a look at the recent upgrade experiences of three dealers.

Tags: BDC

May 2012, Auto Dealer Today - WebXclusive

Why Do You Have Inactive Service Customers?

By Don Reed

Currently dealers are getting only about 16 percent of the parts and service market. With the average age of a vehicle today at 10.8 years, it is imperative that dealers get those vehicles back into their service departments. Don Reed examines the dilemma of inactive service customers.

Tags: BDC

March 2012, Auto Dealer Today - WebXclusive

An Enemy Called Average

By Don Reed

For the dealer who wants to thrive and not just survive in this very competitive industry, every department in the dealership must be a profit center. Don Reed discusses the need for dealers to elevate not only their service departments but their entire dealerships beyond average.

Tags: BDC

March 2012, Auto Dealer Today - WebXclusive

Smooth Fixed Operations at Sanderson Ford

Due to its immense success, the parts department at Sanderson Ford has won several awards. Here, the parts management team holds up two awards for selling Ford Power Stroke Diesel parts, one for achieving the $2 Million Club and the other for volume and growth. Pictured from left to right: Parts Manager Dave Beard, Assistant Parts Manager Sindi Barnes, and General Manager of Parts Operations and Truck/RV Center Stan Wibben.

By Jennifer Murphy Bloodworth

Sanderson Ford currently sells about $2.3 million in parts a month, so having an efficient and smooth-running operation is vital. Of course, a parts operation doesn’t grow to be this size overnight.

Tags: BDC

February 2012, Auto Dealer Today - WebXclusive

Increase Fixed Ops Traffic by 20 Percent

By Don Reed

By outlining a fixed operations marketing plan with daily, monthly and quarterly plans, industry expert Don Reed explains how dealers can realize a 20-percent increase in fixed operations traffic.

Tags: BDC

December 2011, Auto Dealer Today - WebXclusive

Your Service Department is Not a Democracy

By Don Reed

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.

Tags: BDC

October 2011, Auto Dealer Today - WebXclusive

Managing Your Special-Order Parts

By Joseph Clementi

Dealership general manager Joseph Clementi explains how to manage and more closely monitor special-order parts as a way to control cash flow.

Tags: BDC

September 2011, Auto Dealer Today - WebXclusive

Performance Improves When Measured

By Don Reed

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.

Tags: BDC

August 2011, Auto Dealer Today - WebXclusive

Five Technology Products to Increase Fixed Operations Sales and Profits

By Don Reed

Don Reed, fixed operations expert, discusses five technologically advanced products that will increase dealerships’ fixed operations sales and profits if used properly.

Tags: BDC

July 2011, Auto Dealer Today - WebXclusive

Building Sales in the Service Department

"Simply having the menu is useless unless [advisors] have the proper words and scripts to use to thoroughly explain it to the customer, build value and ask for the sale ... An inspection is only as good [for upselling] as an advisor's ability to sell the work." - John Widiger, General Manager, John Youngblood Motors

By Kimberly Long

The service department can become a profit machine with the right tools, processes and training. The use of maintenance menus and inspection checklists is a great place to start to focus on effective upselling.

Tags: BDC

June 2011, Auto Dealer Today - WebXclusive

Jerry Seiner Chevrolet Boasts Robust Wholesale Parts Business

At first glance, Jerry Seiner Chevrolet in Salt Lake City, Utah, looks like most other dealerships. However, behind the scenes is a mammoth parts department that regularly sells between $1.6 and $1.7 million in parts a month, of which about 60 percent is wholesale. To meet demand, the dealership has a warehouse that stocks $3.2 million in parts.

By Kimberly Long

At Jerry Seiner Chevrolet in Salt Lake City, Utah, the parts department has been cultivated to a level of success not seen by many, thanks in no small part to its wholesale operation. The department sells $1.6 to $1.7 million in parts each month.

Tags: BDC

June 2011, Auto Dealer Today - WebXclusive

Optimism Abounds in Fixed Operations

By Don Reed

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.

Tags: BDC

May 2011, Auto Dealer Today - WebXclusive

Integrating an Online Service Scheduler

"I can't imagine any drawback to online service scheduling because if a customer can go there any time of day, schedule an appointment accurately and be notified when it's confirmed, then how can that be bad? And it doesn't take any people. Online scheduling is beautiful." - Randy Brobston, Customer Information Center Manager  MileOne Automotive

By Jennifer Murphy Bloodworth

Customers go online for nearly everything, including automotive service. Author Jenny Murphy discusses what dealers should consider when implementing an online service scheduler and looks at how four dealerships have successfully integrated this technology into their fixed operations.

Tags: BDC

May 2011, Auto Dealer Today - WebXclusive

BMW of Sarasota Incorporates Third-Party Service Loaner Program

By Jennifer Murphy Bloodworth

BMW of Sarasota Incorporates Third-Party Service Loaner Program

Tags: BDC

April 2011, Auto Dealer Today - WebXclusive

Five Rules of Service Customer Engagement

By Don Reed

Don Reed - Fixed ops industry expert and trainer Don Reed presents the five rules of engagement service advisors should follow with service customers.

Tags: BDC

April 2011, Auto Dealer Today - WebXclusive

Winning Back Consumer Trust in the Service Department

By Brad Simmons

Brad Simmons explains the importance of building trust with service customers and discusses ways service advisors can build trust when presenting upsells to customers.

Tags: BDC

October 2010, Auto Dealer Today - WebXclusive

Why Customers Put Off Maintenance

By Hal Scott

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.

Tags: BDC

August 2010, Auto Dealer Today - WebXclusive

Service Advisor Training

By Don Reed

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).

Tags: BDC

July 2010, Auto Dealer Today - WebXclusive

Why Outsource Your Parts Inventory?

By Jennifer Conner

Jennifer Conner - A dealer’s parts inventory can be valued at hundreds of thousands of dollars to well over $1 million. This large of an asset needs protecting and auditing, ideally by an unbiased third party.

Tags: BDC

June 2010, Auto Dealer Today - WebXclusive

Service Powerhouse at DeBoer's Auto

By Kimberly Long

Kimberly Long - To the casual observer passing by DeBoer’s Auto in Hamburg, N.J., the dealership might appear to be a small, rather unassuming-looking used car lot. To be sure, DeBoer’s isn’t a gigantic operation – they stock about 20 used vehicles at any given time – but the area in which the store truly excels is its fixed operations.

Tags: BDC

May 2010, Auto Dealer Today - WebXclusive

How to Design a Fixed Ops Marketing Plan

By Don Reed

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?

Tags: BDC

October 2009, Auto Dealer Today - WebXclusive

Menus Can Make a Difference

By Don Reed

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.

Tags: BDC

September 2009, Auto Dealer Today - WebXclusive

All-Pro Team Selling Service Contracts in the Service Drive at Chuck Fairbanks Chevrolet

By Jennifer Murphy Bloodworth

Jennifer Murphy - Would you like your service department to gross tens of thousands of dollars more each year? The answer seems like a no-brainer, but many dealerships aren’t taking advantage of additional profits that can be had by selling service contracts on the service drive. Chuck Fairbanks Chevrolet’s service department, however, is grossing an extra $7,000 a month by doing just that ...

Tags: BDC

September 2009, Auto Dealer Today - WebXclusive

Maximum Accountability Creates Maximum Profitability

By Don Reed

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 ...

Tags: BDC

August 2009, Auto Dealer Today - WebXclusive

Creating a Service BDC

By Gary Kay

Gary Kay - There are things you just never forget. It happened in the spring of 1994. Something that unexpectedly shakes your business soul so dramatically that you swear you will never go there again ... we hit a small slump, not a major downturn in service volume, ... Service is a little cyclic, just as sales are, although the swings are usually much less dramatic. I was determined that my service department was not going to dip further even if ...

Tags: BDC

July 2009, Auto Dealer Today - WebXclusive

Key Auto Mall Sets the Standard with Centralized Dispatch

By Jennifer Murphy Bloodworth

At Key Auto Mall – one such example – overall business is good, and the 20-bay service department is booming. The auto mall, which spans two city blocks, is located in Moline, Ill., and has three separate sales showrooms encompassing Buick, Pontiac, GMC, Dodge and Mazda. However, all service is completed in a centralized ...

Tags: BDC

June 2009, Auto Dealer Today - WebXclusive

The Value of Service Data

By Harlene Doane

Harlene Doane - Often, it’s the service department that keeps the dealership doors open during down sales cycles, but this is only achieved when the dealership drives ...

Tags: BDC

June 2009, Auto Dealer Today - WebXclusive

Revving Up Fixed Ops in A Down Economy

By Jennifer Murphy Bloodworth

Economically speaking, Newton’s third Law of Motion – for every action, there is an equal and opposite reaction – is certainly applicable today. Applied to the automotive industry, the action is decreased vehicle sales and the reaction is increased sales in service and maintenance. The question is: Are customers bringing their vehicles to you or your competitors for service? Now is the prime time to rev up fixed operations to gain more service and maintenance ...

Tags: BDC

April 2009, Auto Dealer Today - WebXclusive

Develop a Multi-State Survival Mode

By Hal Scott

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...

Tags: BDC

March 2009, Auto Dealer Today - WebXclusive

A Half Hour Can Save the Farm

By Hal Scott

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...

Tags: BDC

March 2009, Auto Dealer Today - WebXclusive

Seven Reasons for Nitrogen Tire Inflation Services

By Joe Benson

Joe Benson - Automotive dealerships are on the lookout for innovative technology that requires a minimum investment, while creating excitement, building customer retention, increasing profits. ... is easily understood, inexpensive to incorporate...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Boost Service and Parts Business with One-on-One Relationships

By Gary Simmons

Gary Simmons - Consider the usual dealership scenario: the sales person sells the vehicle and assumes their job is done. Instead of introducing the customer to the service team, showing them the bay, and explaining that their services are...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Storybook Service: Piercey Automotive Gets Creative to Keep Customers

By Jennifer Rincon

Jennifer Rincon - The service directors, who are interacting with customers, constantly collect ideas for improvement. The seeds of these ideas, though frequently shared at the monthly meetings, can get choked by a busy schedule.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Change How You Interact with Service Customers: The Future Depends On It

By David Boyle

David Boyle - Why is it with all the advances in technology and processes, the way we sell service and interact with our customers hasn't changed in decades?...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Business Development Centers Can Maximize Service Appointments

By Don Reed

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...

Tags: BDC

July 2008, Auto Dealer Today - WebXclusive

Missed Profit Opportunities

By Don Reed

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...

Tags: BDC

July 2008, Auto Dealer Today - WebXclusive

The Meaning Behind the Term "Fixed Operations"

By Don Reed

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?...

Tags: BDC

June 2008, Auto Dealer Today - WebXclusive

The Technician Shortfall: Proper Recruiting, Hiring and Training to Attract and Retain Qualified Individuals

By John Carroll

John Carroll - Several technical schools say that slightly more than half their graduates wind up at dealerships, while hosts of newly minted automotive technicians take positions with the after-market companies that specialize in hiring entry-level...

Tags: BDC

June 2008, Auto Dealer Today - WebXclusive

Service Retention: The Value of Your Service Advisor

By Harlene Doane

Harlene Doane - A recent manufacturer study indicated a sharp rise in the chance of selling a customer another vehicle based on the number of times they visit your service department. A single service visit increased that chance by 29 percent...

Tags: BDC

May 2008, Auto Dealer Today - WebXclusive

Detailing is Very Much Alive: Dealerships are Increasing Customer Satisfaction and Profits as a Result

By Jennifer Murphy Bloodworth

Jennifer Murphy - While some consider reconditioning and detailing synonymous, they are very different. According to Ken Billado, assistant manager of the detail operation at The Automaster (a high-line and import dealership group out of Shelburne, Vt)...

Tags: BDC

May 2008, Auto Dealer Today - WebXclusive

Recruiting Top Performers: How To Hire What You Want And Need

By Don Reed

Don Reed - The first step in recruiting for any position is to determine the maximum compenstation you are willing to pay a top performer...

Tags: BDC

May 2008, Auto Dealer Today - WebXclusive

How to Become Differently Better

By Don Reed

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...

Tags: BDC

March 2008, Auto Dealer Today - WebXclusive

Evaluate Your Parts Department: Know Your Most Profitable Customer

By Don Reed

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?...

Tags: BDC

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