What is Your Primary Focus?

I’ve had the privilege of visiting thousands of dealership service departments throughout the United States. The most successful have common characteristics and today I would like to illustrate one. Many have heard me say how important customer pay effective labor rate is along with repair order count. I’ve had countless training sessions illustrating the importance of gross profit margins on labor or technician fill rates from the parts department. I’ve worked with advisors about the importance of the customer intake process and what that means to retention and profitability. I’ve written an eBook on feature benefit presentations and the importance of preventive maintenance. We want state-of-the-art equipment with special tools in order and easy to find for our Technicians. All of these items deserve attention, however have nothing to do with your primary focus I am recommending today. The primary focus has to be the customer. No matter what industry you’re involved in those that produce excellent customer care are at the top of it. Morton’s Steakhouse is an expensive experience however it is so evident their primary focus is always on those people they are serving food to. They seek out your preferences and expectations for your meal prior to the food preparation to get it just right for you. You never feel like an inconvenience or interruption to the staff. Managers flow through the restaurant asking customers how they are doing and asking if they can help in any way. This practice isn’t to micromanage the staff it’s simply to provide the best experience possible for their customers. I have always been impressed with the servers that even scrape up the breadcrumbs from the table without being asked to. If you want to be successful in today’s dealership service environment it must be built on a culture that makes your customer the primary focus. When the customer sees the entire staff at your dealership committed to making the experience as nice as Morton’s steakhouse your fixed operation profitability will never be in question.

Sincerely,    
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
Cell: (419) 282-1351
1-888-205-8718

Fixed Performance complete fixed operations coaching consulting


Most dealerships have experienced a downturn in sales making profitability a challenge. For over 15 years our company Fixed Performance has helped reduce the dependence on sales getting more from fixed operations. We believe this makes dealerships bulletproof! Now we’ve expanded our consulting practice to include improving margins on warranty repairs. Our program Margin Plus helps dealerships gain needed gross profit on warranty. Check us out at www.marginplus.net or give us a call. 

Sincerely,   
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
Cell: (419) 282-1351
1-888-205-8718​​​​​​​
Fixed Performance complete fixed operations coaching consulting