Fixed Operations, Who GETS IT?!!!

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!!!

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Comment by Tony Provost on June 28, 2011 at 1:57pm: Joe- VALUE, for the $$$. I agree with that 100%. I would rather pay, and be appreciated, then get something for for free, and be treated like a second class citizen.

Comment by Joe Hebert on June 28, 2011 at 1:52pm: This is so true - the visits to service are key. I recently bought a truck and my first Oil Change was free - the experience was awful and i've never been back since. They even offered me Free Oil Changes to make up for my lack of satisfaction, but i decided that i would rather pay and go somewhere that was a pleasant experience!

Comment by Tony Provost on June 20, 2011 at 8:18am: Richard, Thanks for the endorsement. Have a fantastic day.

Comment by Richard Emmons on June 20, 2011 at 8:00am: Yes you sure get it! This message needs to get out. Nice job!

Comment by Tony Provost on June 16, 2011 at 10:07am: David thanks for the kind words. Have a nice day.

Comment by David Martin on June 16, 2011 at 9:43am: What a great message to every DP, GM and/or Svc Mgr. When someone "gets it" the way Tony does, they can't help but be successful. Congrats!

Comment by Craig Lockerd on June 14, 2011 at 6:11pm: Outstanding!

Comment by Joe Clementi on June 14, 2011 at 1:04pm: Tony: Your post was thought provoking for the DE community and generated tons of ideas. I thought Donald nailed it with his thoughts regarding the whole process in fixed operations. Generally, it is the dealers that understand and embrace fixed operations that sustain profitability. I believe a GM or DP must share the financial statements with his/her staff along with teh burden of responsibility that comes with it. Running a profitable fixed operations is more than generating gross profit.

Comment by Tony Provost on June 14, 2011 at 8:28am: Donald excellent questions. To the point, employee satisfaction surveys, I talk with each employee in the building for 10 minutes, twice a week. We are in the Boston area, every employee, gets to go to a sporting event, each and every year. We have employee in catered luncheon, each quarter. I have an open door policy, anything and everything, let's talk. We have 6 technicians, 2 writers, 2 on the parts counter. NO MANAGERS. It is a true team atmosphere. I bought into this store 10 years ago. Each employee gives in writing, better business practices, in writing whenever they feel their could be an easier more effective way. We talk about each and everyone. Service retention, 3 years of ownership, customer pay, we are currently at 68%. We would like to be at 80%+. We currently rank #1, for our manufacturer. Our customer retention, in service and sales is also currently, #1. We know this, is because our internal customers, love working together. The average employee has been here 7 years. Please understand, I love this business, I love my team. That in itself breeds energy, customers feel that when they pull in this lot. Great business practices, always have to be adjusted, as long as the team, is involved, business will grow. I HAVE to high five my sales and service team today, they have 94.5 in service c.s.i. this month, sales is at 98.9 month to date. Have a great day Donald. I really enjoyed your comments.

Comment by Donald E. Braemer on June 14, 2011 at 7:34am: Tony and everyone reading this

Your efforts are all good processes and needed in fixed op's. Ask yourself these things, how is your ESI (Employee Satisfaction Index) do you do yearly surveys by department to see what your assocates think, how about CSI (Customer Satisfaction Index) is it going in the upward direction, do you belong to the local BBB (Better Busines Bearu) if so what is your rating A-B-C-D-F, also your (MSI) Manufactures Satisfaction Index jugded by their reactions and comments, do you send your Management and technical staff for regular training so they are up to date and exposed to the newest ideas, do you have think tank improvement sessions on key items, are your competitive service items really competitive with your market and do you do regular market surveys to confirm that, do you give your Management a copy of the statement and review it with them for their department? These things and many others can also increase your Sales, Gross, Expense Control, and NET. Please do not take offence to these questions, they are meant as a thought starter for every one and are criticle for a well run business. If you wish to talk with me about these or any other things on your mind just let me know, (donbraemer@aol.com) 407-402-5924 is my cell #. Good selling and successto all !!!