"We are on track to increase our service department net profit by $300,000 in the first year!"  

Our in-dealership consulting services will make a substantial and immediate impact on your service department's bottom line. Our goal is for the dealership to completely recoup their investment in our services in less than 60-90 days. Our focus is primarily on:

• Increasing labor and parts sales
• Increasing gross profit retention
• Increasing customer retention
• Controlling expenses
• Improving CSI
• Improving net profit

Service Department Profit Improvement Programs 

Total Service Analysis

An in-depth, on-site analysis of the service operation

• Service Advisor selling skills
• Repair order analysis
• Financial analysis
• Market position and opportunities
• Pricing and sales tools
• Profit opportunities
• Departmental expense analysis
• Shop efficiency

At the conclusion of this 2-day engagement, we will perform an exit interview with dealership management and provide a complete report within 5 days outlining our objective analysis of the service operation and what profit opportunities are available.

Merchandising, Maintenance Sales, & Menu Design Package

Increase your share of the profitable maintenance business in just two days!*

Includes:

• Design and printing of 1,000 2-page menus (front/back) for one franchise
• On-site Service Advisor sales training (one evening and on the drive)
• Maintains profitable Effective Labor Rate (ELR) in a value-packed menu
• Custom built to your dealership, not generic or “mail-order”
• An advisor’s most powerful selling tool
• 4-page two color menus available at small additional printing charge

During this 2-day visit, we will:

• Work with Parts dept to one-price parts for the menus while maintaining parts gross profit
• Working with the service staff, design scheduled maintenance services that are credible and still meet the needs of the operating conditions for your area.
• Price services “on the market”
• Create guide sheets that contain labor times, labor dollars, and parts amounts for use by parts and service staff
• Meet with technicians to review menu operations and times
• Install labor ops on in-house computer system
• Evening sales training session with advisors
• Provide printed copies for use on second day to immediately begin menu and maintenance sales
• Work with advisors on the drive on menu selling skills

To improve performance even more, additional days may be added to include:

• RO Analysis
• Market Survey
• Implement Market Pricing (Increases Effective Labor Rate)
• Additional training for advisors on Market Pricing
• Training for the service manager on how to be a service "sales manager"
• Conduct a sales meeting with advisors utilizing the video series "Service Advisor Success--One Idea At a Time"
• Design and implement monitoring and tracking processes--to allow service and general management to better track and monitor department performance. Includes daily, monthly, & yearly tracking, charts, forecast tools, and shortfall tracking

*Some franchises or multiple franchises may require three days to accurately design and install maintenance menus.

Service Advisor Sales Training

We will train your service writers how to become SERVICE SALESPEOPLE.

• Hands-on sales training in the drive
• Evening training sessions in seminar setting
• Coaching and counseling

All designed to equip the service salesperson to:

• Overcome objections
• Close the deal
• Retain the customer
• Improve CSI
• Improve menu sales
• Increase gross profit retention
• Enjoy their career

Upon completion of this training, your service salespeople will have the techniques and the confidence to handle the most difficult selling situations and improve their Flat Rate Hours per RO (FRH/RO) average credibly and professionally. Cost varies depending on number of advisors.

Service Merchandising Program

Objectives of the Service Merchandising Program are:

• Improve FRH/RO average
• Increase gross profit retention
• Increase parts sales
• Improve shop productivity and efficiency
• Retain more customers

During this 5-day/1-Visit or 7-day/2-Visit engagement, we will:

• Perform a market analysis to determine our pricing and sales opportunities
• Design, develop, and/or revamp sales tools such as menus and multi-point inspections
• Implement market-driven pricing

• Improve sales of "gravy" type work

• Improve price perceptions in the marketplace

• And, improve our gross profit retention and ELR

• Train the Service Advisors

• Effective sales presentations

• Overcoming objections

• Improving customer retention and CSI

• Closing the sale

• Implement performance tracking

• Key performance numbers that a Service Manager must know and control

• "You can't manage what you can't measure"

• Exit interview and report

• Detail of the merchandising elements and procedures necessary to continue the improvement process

Total Service Net Profit Program

Objectives of the Total Service Net Profit Program are:

• Improve department sales
• Improve gross profit retention
• Reduce department expenses
• Improve department efficiency
• Improve customer retention
• Improve CSI
• IMPROVE BOTTOM LINE NET PROFIT!

This 10-day engagement over 3 visits includes all of the elements of the Service Merchandising Program plus:

• Design and printing of full color menus for one franchise
• Review and redesign of pay plans
• Review of marketing and advertising efforts
• Design of custom reports and tracking methods
• Additional Service Advisor sales training
• Training of Service Manager, who must "carry the torch" after the we leave
• One month of "Service Advisor Success--One Idea At a Time" video series.
• Training on how to conduct an effective and powerful sales meeting
• Follow-on training approximately 90 days after second visit

The Total Service Net Profit Program will make immediate, substantial, and ongoing improvements in the net profit of the service department. All elements of a successful service operation (excepting for advanced production techniques) will be addressed during this 10-day engagement.

Advanced Production Techniques

At some point following our above-listed in-dealership engagements, many of our clients begin to experience production issues due to increases in labor sales. Even though the productivity/efficiency of the shop will already be greater due to the improved work-mix, advanced production techniques will result in an increase in gross profit retention, technical employee income, and even greater improvements in productivity and efficiency.

Advanced Production Techniques are not a "one-size-fits-all" approach, but requires a level of customization based on available technical skills, shop layout, management, and other factors. Our years of production experience with dozens of dealerships allows us to implement a system that will best fit your particular situation and will substantially increase throughput.