Fixed operations, has been the great denominator, in our mathematical equation. It is an absolute must to grow this department, in double digit increases, year over year. The service drive, must be that, a driving force behind our businesses. Our total service team, must have incredible selling skills, be great multi-taskers, love to work with people. The technicians, must be great closers. That's RIGHT, closers. Our writers, explain work orders, to our customers. If needed, we walk customers to the cars on the lift. Our technicians, as well as our writers, show and explain. Your service experience, is a total “show and explain", experience. Our customers have a great understanding, why they are investing into their automobiles. How do we keep them coming back? We wash and clean their vehicles by hand, after every service. This includes, just an oil change. We send our customers, birthday cards, each and every year. Our service writers, technicians and receptionists, remember our customers, by their first names.
Our sales team, STARTS, with a service walk. They introduce our service writers. Our potential new customer, is shown where to drop off their car for service. We show them the service drive, how all the cars waiting to be picked up, are so clean. We walk them thru our shop. We show them that we clean the shop every night. They get introduced to the detail crew. Our potential customers, have a real "show and tell", experience. We give them 4 oil changes, with every purchase. Why? We get the customer to experience, first hand our service department. Now, we also know, four times in, we have created a habit. We will get the 7500, mile service, 15,000 mile service. We also know, every time our customers come in, we have a potential referral, conversation.
These are just a few good business practices that work. Our team, GETS IT!!! Does yours?
FACT: Our store on average, over the past 10 years, has grown 29% in gross profit year over year. SERVICE, the great mathematical denominator!!!