I recently had the pleasure of sitting down with Will Guidara, former co-owner of Eleven Madison Park, a restaurant that earned three Michelin stars and was named the best in the world in 2017. Our conversation centered around the concept of “unreasonable hospitality,” which is the central theme of Will’s best-selling book and the guiding […]
As a Service Manager, have you ever found yourself wondering whether you should be a teacher or a preacher? It’s a question that I’ve asked myself countless times over the years, and I’ve come to realize that the answer is clear: if you want to create a winning culture in your service department, you need […]
Comebacks are the silent killer that can slowly erode your dealership’s reputation, customer loyalty, and bottom line. If you’ve been in the automotive industry for any length of time, you know that comebacks are a major problem that can cost you big time. But despite the devastating impact they can have, most dealerships don’t have […]
Technology has become an integral part of our daily lives in today’s fast-paced world, and the automotive industry is no exception. Service Departments across the country have eagerly embraced various technologies to streamline processes, increase efficiency, and improve the overall customer experience. However, as someone who’s been in the automotive industry for over 25 years, […]
In the world of Automotive Service Departments, it seems like there’s always a new “magic pill” promising to solve all our problems and skyrocket our profits. Lately, the buzz has been all about video inspections and tablets. But are these technologies really the game-changers they’re cracked up to be? Let’s separate the hype from the […]
Dealing with bad attitudes that start to affect the Service Drive is an all-too-common predicament for Managers. Left unchecked, negativity spreads between Advisors faster than a flash flood. Before you know it, you’ve got complaining customers, plunging car counts, and payroll well above profits. So today, we’re going to talk about how to effectively eliminate […]
Far too often Dealership Principals ask me – why can’t my Service Manager optimize shop profitability? They handle the day-to-day fine enough, keep customers happy and techs busy. Yet our bottom line never seems to improve. What gives? I’ve been fielding this question for years but there’s a reality you may not want to hear, […]
Wondering how to maximize mobile service profitability? Coach Christian and I recently discussed mobile service best practices, and I realized many departments leave easy money on the table. Most Dealers view mobile service as merely a cost center rather than a strategic profit possibility. With the right systems, mindsets, and execution, mobile presents immense revenue […]
Let’s have an honest chat about leadership training. I’ve been to hundreds of seminars and workshops over my career. Read endless books detailing the qualities and behaviors that supposedly make great leaders. But in my experience, most miss the core point. They mistake management training for leadership training. Most so-called leadership training focuses on external […]
A few common oversights turn even the sharpest Advisors into profit leaks. I’ve seen behind the curtain…I know exactly why about 50% of customers now bounce from Dealership service bays, never to return. But here’s the good news – these faults are totally fixable. Let’s walk through the 9 common mistakes Service Advisors make that […]
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