Blog

California AB 179

Your California state law has now been in effect for over a year. Many dealerships can submit again for higher warranty rates. Do not pay a percentage of your increase to companies that you have contracted to prepare your submission. See why our fee structure makes it easy to get more gross on warranty repairs. […]

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How to Improve Parts Department Gross Profit

Improving Parts Department Gross Profit Most everyone has heard of using a parts matrix pricing program to improve gross profit margins. Over the years I’ve seen some programs that I thought were excessive and others considered reasonable. My feeling is that gross profit on parts being installed on customer pay repair orders should be around […]

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Paying a spiff for declined services?! Say what?!

Just when you thought you heard it all, some supposed fixed ops guru asks you to pay your advisors a spiff for services that are declined! Well, that guy is me, and yes everyone, you heard right. Before you hit your delete, button, or report me to the men with the white coats, at least […]

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Are you still calling it an MPI? If so, why?

The acronym MPI, otherwise known as multi-point inspection, has been around longer than most of us have been in the business. It is one of the many automotive terms that we have come to use as a standard and acceptable language. We all know that words are important, right? Would any of you argue that […]

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Webinar on Cross Training

“Click here if you would like to attend” To characterize 2020 as an Indy race, it would be fraught with rain, mechanical breakdowns and crashes, and the winner was perhaps not the swiftest, but the most resilient. Welcome to 2021 as we approach a full year’s lap with a pandemic. Our world has been turned […]

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Being Professional

When looking at the definition of professional you can note several different thoughts. The one that captures me is “participating for gain or livelihood in an activity or field of endeavor often engaged in by amateurs. Being a professional has some foundational core beliefs that differentiate them. The first one is the attitude towards clients […]

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Your Problem Service Advisor

Recently I visited a dealership and talked with one of their service advisors. When we started talking about maintenance sales, I was shocked when he said he doesn’t sell tires. I spent about one-half hour trying to understand why anyone would refuse to sell tires. It turns out he was concerned his bonus would be […]

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Customer for Life

Most dealerships have said they desire customers for life. The fact is, as the warranty expires, customer retention falters. Your customers must feel treasured and have a positive experience they can depend on when getting their vehicle serviced at your dealership. I recently went to our small local bank and found the ATM was out […]

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The Lost Parts Department

Thinking about this newsletter, the words of Rodney Dangerfield come to mind “I get no respect.” Imagine trying to track down every part a technician asks for while answering the phones. As if that wasn’t enough, try placing an order, dealing with vendors, pulling items to go back to the manufacturer, aged inventory, and the […]

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The Successful Advisor

I have met thousands of service advisors over many years of coaching in automotive dealerships. It has been a privilege to work with these individuals and be able to see growth in their job satisfaction and income. Today we’re going to look at some common characteristics of a successful service advisor. The first characteristic is they […]

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