3 KPI's Service Managers Are Judged On
Being judged on something without you knowing is kind of like being asked to drive without a steering wheel, but it happens to Service Managers all the time… So that’s why today’s show is all about the 3 KPIs, or Key Performance Indicators, that Service Managers are...
How to Calculate Effective Labor Rate (ELR)
Effective Labor Rate, or ELR, is probably one of the most important numbers in your Service Drive. It never ceases to amaze me when I'm on strategy sessions with Service Managers and Shop Owners, and we'll be reviewing their financials and I come to realize that they...
How to Calculate Hours Per Repair Order (HPRO)
What is Hours per Repair Order, and why is it important? This is one that Service Advisors and Managers get beat up on all the time-- and rightly so. It's kind of confusing. Hours per Repair Order, also abbreviated as Hours per RO, HPRO, or H/RO, is the average amount...
43+ SERVICE ADVISOR TRAINING RESOURCES
If you’re thinking of getting some service advisor training for your automotive service advisors, then you've come to the right place. With over 20 years under my belt, I have built a rock-solid reputation in the automotive business as an automotive consultant. But it...
How to Calculate Technician Efficiency
What is Technician Efficiency, and Proficiency? We have to talk about how to calculate Technician Efficiency, and some would argue you should also know how to calculate Proficiency. I disagree. A lot of consultants like to emphasize the importance of Proficiency as...
THE WORK OF A SERVICE ADVISOR
Whether they’re brand spanking new or old but still reliable, all cars need servicing. It can be simple or it can be something that requires a lot of work. It may seem overwhelming at first, but with the proper training, and a scalable system in place, you will find...
WHAT MAKES A GOOD SERVICE ADVISOR?
Becoming a good service advisor requires intensive on-the-job training, commitment, dedication, and, at times, years of experience for you to completely familiarize yourself with the ins and outs of the job. You can't just become the best overnight and have clients to...
The Importance of Building Real Customer Relationships
There are two main reasons for why customers switch sides: the product/service or the customer service experience. Other reasons for why they'd choose another business over yours could be because a competitor has a lower price, or because they simply provide a version...
6 EFFECTIVE WAYS TO CONNECT WITH CUSTOMERS IN A DEEPER LEVEL
The success of an automotive dealership, or any businesses, depends on how many customers they cater to. And building a database of many customers depends on their business-customer relationship. Businessmen and leaders in every industry agree that business growth and...
TOP REASONS WHY CUSTOMERS LEAVE YOUR COMPANY
Auto dealers strongly believe that high retention and attraction of customers can translate to high profit. Satisfied customers ensure that the business will thrive better in the future. There are several ways on how an auto dealer can keep...