When examining the best service departments across the country, you often find that they all share common best practices that create additional service sales and gross profits for their dealerships.
These best practices combined with daily monitoring, observation and coaching results in…
ContinueAdded by Leonard Buchholz on October 9, 2014 at 4:28pm — No Comments
Added by Leonard Buchholz on July 23, 2014 at 1:30pm — No Comments
In every dealership that I visit that is struggling with increasing Sales per Repair Order, performing a walkaround is the area that the Advisors do not do well, if at all.
Recently, I was observing a service drive when a customer pulled up in a car and the advisor looked up from the desk and and said "Oh, look...she is just sitting there." And for the next 3-5 minutes, the advisor…
ContinueAdded by Leonard Buchholz on March 17, 2014 at 3:04pm — No Comments
Here is a simple way to make more every month.
It's called the "6 Steps to Happy Bank Deposits" and it goes like this.
1st, write down what you make per month…
ContinueAdded by Leonard Buchholz on February 5, 2014 at 10:46am — No Comments
During the analysis and evaluation we conduct prior to starting a training program the question of ethics and standard business practices we train on usually requires some explanation. In other words, Dealer Principals and General Managers want to hear from us that we conduct our training programs ethically and professionally.
If I were to stand in a room full of Dealer Principals and ask "Who in here believes that the best way to take care of a customer is to sell extra or un-needed…
ContinueAdded by Leonard Buchholz on December 27, 2013 at 12:59pm — No Comments
Resignation Letter
Date: Effective Immediately
From: Fixed Operations Gross Profit
To: Dealer Principal
Dear Dealer Principal,
It is with great regret that I must submit this letter of resignation effective immediately.
Although we have worked together over the past few years I don’t feel I can contribute to your bottom line anymore. It has been a great experience and I wish you and all of your dealership team the best.
I am quite…
ContinueAdded by Leonard Buchholz on August 21, 2013 at 11:31am — 9 Comments
By Leonard Buchholz
Every year about this time we begin to contemplate. What was our final score for 2012? How did we end up? Did we just SURVIVE or did we THRIVE?
For most of you, that reality was written months ago and on the 10th of January you’ll be reading the results you already suspect.
You may even be feeling some anticipation (much like a kid on Christmas morning).
For those of you who spent more time…
ContinueAdded by Leonard Buchholz on January 1, 2013 at 5:41pm — No Comments
Service is an "elbow to elbow" people business. As I (we) have traveled and observed so many Dealership Service Operations, there is still one overriding factor that every Customer Service Organization must understand and adhere to. This is people business.…
Added by Leonard Buchholz on November 15, 2012 at 9:04am — No Comments
Lost Sales and Declined Services Customers are in many Dealerships, the largest untapped source of additional revenue. And in most cases, the Sales has been lost because of a few words and not a few dollars.
Advisors…
ContinueAdded by Leonard Buchholz on October 11, 2012 at 9:13am — No Comments
It is an age old diametrically opposed argument. On one side, we have technology. On the other side, we have personnel.
I can't sell anything without a great Multipoint Inspection.
I can't sell anything without a professional Sales Process.
I must have both in order to be effective.
In recent years there has been a migration to technology because we…
ContinueAdded by Leonard Buchholz on September 12, 2012 at 10:30am — No Comments
Clearly there is a huge gap between what "we" (old school) managers and Leaders consider useful and proper communication, motivation and Leadership techniques and what the "new" generation responds to.
There is a choice to be made.
A. Keep doing what you've been doing and keep getting the same results while expecting a different outcome.
B. Do something…
Added by Leonard Buchholz on July 16, 2012 at 10:44am — No Comments
Employees are the life of any organization. We spends hours recruiting, screening and interviewing them. After we have hired them, we spend more time training, coaching and monitoring them.
And when it's all said and done, we like to think that we have contributed to the Dealership's future and had a hand in weaving the very fabric of that Dealership.
And in every Dealership…
ContinueAdded by Leonard Buchholz on July 11, 2012 at 10:37am — 4 Comments
A traveling salesman had come to the end of a long day and was very hungry. He had not made many sales and was feeling a little frustrated with his results. He decided to stop and get something to eat and mull over his next step.
He stopped in town, parked on Main Street and looked around. He found two restaurants side by side. Above each there was a sign.
The one on the left said “Food, more…
ContinueAdded by Leonard Buchholz on June 25, 2012 at 1:29pm — 8 Comments
That's right! There are 3 Personal Components you need to have to Succeed in the Car Biz!
ATTITUDE, SKILL SET and KNOWLEDGE!
A strong Attitude will get you through the day even though you may feel like giving up. Attitude smooths out the ups and…
ContinueAdded by Leonard Buchholz on June 19, 2012 at 10:59am — No Comments
Every Coaching session can be effective if you follow certain steps to improve your chances of a Successful outcome.
There is one word that is critical in determining the outcomes. That word is "Specific." There is an old saying that goes like this. "The more specific you are the better your results" and…
ContinueAdded by Leonard Buchholz on June 6, 2012 at 8:57am — No Comments
Added by Leonard Buchholz on June 3, 2012 at 10:39am — 3 Comments
“The difference between genius and insanity is paper-thin.” Old Japanese proverb.
There is an inherent truth in that statement. How many times have you said to yourself “That’s crazy!” about something someone did only to find out…
ContinueAdded by Leonard Buchholz on June 1, 2012 at 11:12am — No Comments
We hear many things in Service.
Stand on any Service Drive on any given day and you will hear Customers describe all kinds of noises related their vehicles. The variety of sounds people make describing their …
ContinueAdded by Leonard Buchholz on May 30, 2012 at 10:24am — No Comments
Have you ever blown up a balloon and then just let it go and listen to the sound it makes? If you have children or a crazy Uncle Lenny, chances are you've heard this noise before. It is so distinctive that once you've heard it, you are not likely to forget it the rest of your life.
I've heard this same noise in my head many times in the service drive right after an Advisor says something he or she shouldn't have. In our business there are many things that must happen to make sure that…
ContinueAdded by Leonard Buchholz on May 23, 2012 at 6:30pm — 1 Comment
In fixed ops we constantly worry whether or not we are getting a return on every one of our ad dollars. Every manufacturer tracks it. Every ad vendor tracks it. And when we spend the money and don't get an immediate return, we start to fret.
Customers don't make a connection with an ad. Customers don't make a connection with an offering or a…
ContinueAdded by Leonard Buchholz on May 21, 2012 at 5:28pm — 2 Comments
2024
2023
2022
2021
2020
2019
2018
2017
2016
2015
2014
2013
2012
2011
2010
1999
© 2024 Created by DealerELITE. Powered by