June 08 FOM - Fixed Ops

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1) Rate 2) Personnel 3) In-the-drive activities 4) Scheduling 5) Retention 6) Production 7) Conquest 8) Tweaking If a dealership needs to increase capacity / production first, consider this order: 1) Personnel 2) Scheduling 3) Production 4) Rate 5) In-the-drive activities 6) Retention 7) Conquest 8) Tweaking Here’s what you could look for in each area. “Rate” • Set door rate to be competitive and comparable. • Set grid rate for repair rates. • Set internal rate to customer pay rate. • Create competitive service menus that mirror the manufacturer’s recommendations. • Establish competitive pricing on brakes, tires, wipers and batteries. There is no point in trying to merchandise a service that is not priced correctly. It is also important to let everyone in the dealership know that the dealership is becoming price competitive. In many cases, the perception of many employees is that the dealership is overpriced. “In-the-drive activities” • Stock tires and establish quick quotes for advisors. Consider both premium and value brands. You MUST stock them. Your employees will NOT sell them unless they are in stock. • Purchase a battery tester with printer for each advisor. • Establish labor ops and enter into DMS system for tire and brake wear measurements. Enter readings into system if your system allows it. • Institute a multi-point inspection in the service drive for 100% of the customers. • Institute sales training for service advisors. Before we go out and spend the dealer’s money on advertising to obtain more customers, mine more of what is already coming in. Start building a database for direct mailing future dealership specials for brakes and tires. “Scheduling” • Create an appointment system. • Assign a service advisor to new and used car customers that did not have introduction at delivery. • Set next service appointments with customers when taking receipt of a vehicle that’s in for service. Continued on p. 46 “ Studies have shown that customers who attend a new owner clinic spend 40% more in service than those who do not. ” p. 44 June 2008 Fixed Ops Magazine
It's everything you'd expect from Fixed Ops. And more. Fixed Ops Magazine introduces its new Digital Edition The #1 information source for dealership fixed operations managers – Fixed Ops Magazine – is now available to you in print and electronically in our new Digital Edition. Every page of every issue – available on your computer anywhere. Another auto industry first for Fixed Ops Magazine – combining the complete contents of each issue with immediate connectivity to our advertisers’ own Websites. How can you sign-up for this unique (and free) partner to Fixed Ops Magazine It’s easy: Visit the Fixed Ops Website (www.FixedOpsMag.com) and click on the “Subscriptions” tab. You’ll be able to subscribe immediately. Then you can enroll your service, parts and body shop department managers – even your dealership general manager. Each monthly issue will then be sent to everyone automatically. The Fixed Ops Magazine new Digital Edition. It’s everything that you’d expect from the leader in fixed operations information. To meet the toughest needs in the dealership business. Yours. The Auto Dealer's Original Fixed Operations Resource
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Page 48 and 49: Service Department The Great ‘So-
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Page 62 and 63: New Products Customer Retention Pro
Page 64 and 65: Marketplace NEW! CAR BRITE SELECT
Page 66: Profile Staying on Course By Nick W

June 08 FOM - Fixed Ops

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