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60 Seconds to Gain a Service Customer
Do you have 60 seconds to gain a service customer? Let me restate that: Do you have a structured 60 seconds to gain this customer? Why the emphasis on “structured”? Let me explain. Let me start with...
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How Service Appointments and Reservations Destroy Customer Retention, Survey...
In my workshops I always like to have plenty of Q & A time so that I can address the real concerns that Service Advisors believe keep them performing at their highest level. One concern that never...
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The Importance of Increasing Car Count
Car count is one of the primary metrics for measuring growth in the service department. An increase usually leads to additional shop hours produced and gross profit. A decrease is a call to action to...
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Customer Retention in the Service Department (Part One)
Is YOUR service department’s overall gross profit growing year-over-year? The automotive industry as a whole has been in a growth mode for the last five years. Unfortunately, too often we want to...
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Customer Retention in the Service Department (Part Two)
This is the second installment in a two-part series by Steve Hall. To read Part One, click here. This is the second installment in a two-part series by Steve Hall. To read Part One, click here. Now...
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Who’s Failing Who?
I have a friend who called me up in late June and asked me for some help. His daughter Tammy, who had graduated college the year before, was having trouble finding a job. He knew I’m in the...
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Six Tips to Having Your Best Service Year Ever
As the tide rolls out on 2014 and we look ahead to the new incoming tide of 2015, it is time we sit down and start to plan for what I believe will be a record year for service department sales. Since...
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The Myths of Writing Service Part 1
Myths are dangerous things. They are created from misinformation and the unknown. For example: it was only a few thousand years ago that it was generally believed that if you sailed too far out to...
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60 Seconds to Gain a Service Customer
Do you have 60 seconds to gain a service customer? Let me restate that: Do you have a structured 60 seconds to gain this customer? Why the emphasis on “structured”? Let me explain. Let me start with...
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We’re All On The Same Team: Parts & Service – Helping Each Other Succeed
Have you ever wondered why Service and Parts Managers don’t get along? In reality, don’t they need each other to succeed? As we examine this, let’s start with some generalizations from dealing with...
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