Posts
Let’s Talk about Pay Plans!
It’s time to re-think how we compensate service salespeople This is the time of year when everyone is reviewing financial performance for the past year, and the subject of personnel compensation usually crops up early on. Unfortunately we, as an in
Jan 30, 2012
Consumers Want Love Too ….
The annual fall Las Vegas based AAPEX (Aftermarket Auto Parts Expo) and SEMA (Specialty Equipment Manufacturers Association) shows feature thousands of parts manufacturers, tool vendors, equipment makers, custom cars/trucks/what is the hell is that?
Jan 8, 2012
Turn your Advisors Loose to Sell Service…Don’t Hold Them Back!
Happy New Year! I hope you had a chance to rest and unwind as you celebrated the holidays with your family and friends. We begin 2012 with some great news from J.D. Power & Associates: contrary to popular perception, vehicle owners say the up-sel
Jan 1, 2012
Consumers Want Love Too ….
The annual fall Las Vegas based AAPEX (Aftermarket Auto Parts Expo) and SEMA (Specialty Equipment Manufacturers Association) shows feature thousands of parts manufacturers, tool vendors, equipment makers, custom cars/trucks/what is the hell is that?
Dec 11, 2011
Convenience: Good for your Customers, Good for your Shop!
When asked to identify the primary factor that influenced their choice in where to take their car for service, 33% of vehicle owners said convenience. Convenience can be a broad subject, but generally speaking it means showing up for minor maintenanc
Nov 28, 2011
The Days out of Service Dilemma
In several of my articles I have discussed the importance of compliance with warranty or “lemon laws” in your particular state and given numerous examples of ways to make sure your service department is in compliance. However, one of the most ove
Nov 21, 2011
Quick Service In-depth – How the Other Half Lives!
It’s that time again. The thousands of heady quick service competitors capturing a ton of dealership maintenance service business have published the annual survey of their business models. The informative National Oil & Lube News (www.noln.net)
Nov 14, 2011
Play Ball! Customer Service is Much like Baseball
Sometimes it’s easier for people to understand something if you can relate it to a game or activity that is commonly known or played; in this case I like to compare our customer service business to the game of baseball since there are so many simil
Oct 24, 2011
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Sales Are Up, But Net Profits Are Down: How Can That Be?
The average dealership parts and service department brought in more annual revenue than the previous year, and yet took less money to the bank. According to NADA DATA 2011, the average dealership saw their year over year parts and labor sales grow by
Oct 21, 2011