As I reflect on 2023, my biggest takeaway centers on expectations. And how poor self-esteem has dangerously fed into passive, unrealistic assumptions. Expecting people to inherently “do the right thing” without direct communication. Assuming every project would run smoother than it did. Time and again, I set myself up for letdowns by not checking my […]
At any dealership I visit, I can assess within 5 minutes whether Parts and Service Departments work well together. Unfortunately, more often than not, there is clear friction between these teams. It reminds me of the infamous family rivalry between the Capulets and Montagues (Romeo and Juliet)! This led my colleague Christian and I to […]
Working in the Service Department, you know how painful technician turnover can be. Finding talented technicians is hard enough, but then you pour time and money into training them, only to see them walk out the door right when they get up to speed. High turnover crushes productivity, morale, and your bottom line. So what’s […]
I recently had a great chat with my co-host, Christian, on the Service Drive Revolution podcast. We got into a meaningful discussion about Service Advisor motivation. This is a topic near and dear to my heart. I know from personal experience that the job can really beat you down if you let it. These days, […]
I’m always looking for ways to help dealership Managers improve their Service Departments. One area ripe for improvement is how we train and develop our automotive Technicians. With the ongoing shortage, retaining top talent is more critical than ever. I recently sat down with the SDR coaches to talk shop and share our best tips […]
Want to know the inside secrets of what separates the top-performing Service Advisors from the rest of the pack? After visiting hundreds of dealerships across North America and coaching countless advisors over the years, our team has identified the key qualities that the best of the best all share. In this article, I’ll reveal the […]
If there’s one thing that makes every Service Manager tear their hair out, it’s getting that dreaded call from parts saying a critical component is backordered for weeks or months. Suddenly, repairs hit the skids as you scramble to track down scarce parts. Customers get angry, revenue tanks, and surveys nosedive. I’ve been there, and […]
It was never my goal to be an author. I fell into the car business at 17 and built my career turning around dealership service departments. Writing a book was never part of the plan. But in 2006, a mentor suggested I share my approach to help more Service Managers succeed. Thus began a 3 […]
If there’s one role most misunderstood, it’s the Shop Foreman. Technicians get promoted to the job. But what got them there won’t cut it anymore. Your Shop Foreman can’t spend their days elbow-deep in engine repairs. That’s a Technician’s job. Your Foreman belongs on the front lines of production, training, inspections, recruiting. Not stuck fixing […]
Inconsistent CSI is one of the most frustrating struggles in any service department. Just when you think you’ve got it figured out, scores fluctuate again. Today I’m breaking down the real reasons behind inconsistent CSI – and what you can do to finally fix it. Trust me, this isn’t just another post blaming Advisors. The […]
LINKS
This Step By Step Guide Will Teach You How To…
