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I was thinking this morning about how rockets and Fixed Operations Customer Management are related. With all the news about the different companies striving to become the next NASA, it reminded me that we are all in a "Space Race" even though I know that the two subjects seem completely unrelated and are not even in the same Encyclopedia volume.
And I submit for your consideration that driving a rocket into space and good Customer Service…Continue
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 professional sales organizations that can sustain a dealer during times of slow sales or downturns in the economy. One of the most overlooked skill sets in dealers that struggle with decreasing repair order…Continue
One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.
Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…Continue