Tuesday, July 10, 2012

It's Half Time and your Behind Expectations!

So here you are and it's the 2nd half and your behind "Budget/Forecast/Projection", continuing to do the everyday things you do and expect different results!

When have you taken the time to really look at what is going on in your Fixed Operations? Maybe because we are to busy "putting out fires" instead of working on "fire prevention" or as Michael Gerber says: "Work on your Business instead of Working in it". Truth is, all you need to do is step back and look at a few basic things.

Now here's what we hear 99% of the time: "I already know how to do this"  "Your not telling me anything new" and here's the question you should be asking: How well are we performing these Basic Fundamentals?

1.) The Appointment Process:

The number one reason why many  fixed operations departments do not meet or exceed expectations. This is without a doubt the most overlooked Basic Fundamental in the Service Department today. 

Ask yourself these questions:
  1. Do we tell our customers to "Just Bring It In?" 
  2. Do we have more than 2 Customers in the morning in line to see an Advisor?
  3. Do we take more than 3 Customers per Hour per Advisor? 
If you answered "Yes" to any of the above questions your Appointment Process is broken. The next thing that will stop you from achieving your expectations is being prepared for each customer before they arrive for their appointment.

Coach John Wooden said it right; "If You Fail To Plan, You Plan To Fail" and this is so basic, however so many Service Operations fail to plan everyday and the customer is the one who makes a decision based on a "Moment of Truth" not to buy or return.

2.) Daily Action Plan

Ask yourself these questions:
  1. Do you pull Service History on every appointment and make notes?
  2. Do you pull Service Recalls on each appointment?
  3. Do you have a Service Menu attached based on the Vehicle history for each appointment?
  4. Do you pull this information the night before so your ready for each appointment the next day?

Once again if you answered "No" to any of these questions your "Plan To Fail" is in place. Let's take a look at one more key basic fundamental. This is probably the most abused "Buzz Word" in our industry:

3.) The Walk Around Process

Ask yourself these questions:
  1. Do you have a Walk Around Process in place?
  2. Do you greet the customer by name with their information and notes in your hand?
  3. Do you ask them if they could put their foot on the brake and turn the key on so you can check the lights with them?
  4. Do you ask them to pop the hood after you have performed the walk around and join you while you inspect their fluids for like new condition?

Same as above, if you answered "No" to any of these questions your Walk Around Process is broken. As you can see there is one common tread to these Basic Fundamentals and it's the Appointment Process.

So if you take a break and visit your service drive in the morning for about 3-4 hours you can get a really good look at the missed opportunities happening everyday.

As always we can help you stop the profit leaks and exceed your expectations through Training, Coaching, or Consulting your fixed operations. ACG is a "Results Based" company and we don't get paid until you do!

Guy Salkeld is the President and Head Performance Coach of Automotive Consultants Group Inc. The only Results Based High Return Training, Coaching, and Consulting company in the world! To learn more go to www.smartservicetraining.com  Have a question? E-Mail Guy directly at guy@smartservicetraining.com or Call me direct at: 305-331-3373