3 KPI’s Service Managers Are Judged On

3 KPIs you're being 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 judged on– Whether they know it or not. […]

How to Calculate Effective Labor Rate (ELR)

how to calculate effective labor rate

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 don’t understand Effective Labor Rate. That blows me […]

How to Calculate Hours Per Repair Order (HPRO)

hours per ro

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 of time your Service Advisors […]

43+ SERVICE ADVISOR TRAINING RESOURCES

service advisor training

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 needs to be said up front… I don’t like to call myself […]

How to Calculate Technician Efficiency

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 Key Performance Indicator (KPI) for the Technicians in your Service department. Don’t […]

THE WORK OF A SERVICE ADVISOR

Shakehand

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 that the work of an automotive […]

WHAT MAKES A GOOD SERVICE ADVISOR?

Car Key

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 bust down the door the next day begging for your exclusive service, but […]

The Importance of Building Real Customer Relationships

Customer Relationship

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 of the same product or service that’s better tailored to the customer’s […]

6 EFFECTIVE WAYS TO CONNECT WITH CUSTOMERS IN A DEEPER LEVEL

Connecting with customer service advisor

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 stability depends on having good relationship with the customer. And building the foundation of a […]

TOP REASONS WHY CUSTOMERS LEAVE YOUR COMPANY

Why Do 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 customers. Primarily, auto dealers know that satisfying existing customers is less costly and a lot easier to […]