The Top 5 Career Moves Service Advisors Can Make
How can a service advisor get in the fast lane, the passing lane, and really jump ahead in their career? Today we’re going to talk about the top five career moves a service advisor can make! We’ve been selling a lot of our OnDemand platform that comes with Service Manager University, the best service advisor […]
When Should You Deviate From Manufacturer Recommended Maintenance?
Before we go into the topic of today’s show, we have an interesting development: So Jeremy ordered parts from a Ford dealer that wasn’t named on the show, but you could draw a circle around his shop and maybe figure out. They’re up in the high desert and they generally don’t use any of the […]
Service Advisor Trust Improves Retention and Repair Success
We got a lot of action on the show with dealerships vs. independents and who has the advantage, but Jeremy’s got a client at his shop, Freedom Auto Repair, who’s also a marketing professor, and he calls up Jeremy like, “Hey, I caught the episode you did, independents vs. dealerships. Great stuff, but you guys […]
Your Service Department’s Secret Weapon– And It’s FREE!
Have you ever wanted a nuclear weapon? Think of your industry competition as an arms race. So would you want to risk not having one when you don’t know who else might? Well on today’s show, we talk about a secret advantage that’s a nuclear weapon to add to your arsenal, and it’s free! The […]
How to Calculate Effective Labor Rate (ELR)
Effective Labor Rate Calculator: Quick Answer Effective Labor Rate (ELR) is the real labor rate your service department collects for each flagged technician hour. To calculate ELR, divide total labor dollars by total flagged technician hours. ELR formula: Total labor dollars / total flagged technician hours = effective labor rate. Example: If a dealership sells […]
How to Calculate Hours Per RO (+ Common Mistakes)
What Is Hours per RO (Repair Order)? Hours per Repair Order, also called Hours per RO, HPRO, or H/RO, measures the average labor time tied to a single Repair Order (RO). Service Advisors and Managers get beat up on this metric all the time, and for good reason. It can be confusing if the team […]
How to Calculate Technician Efficiency
How to Calculate 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. […]
Damon Egan
CSI rise from 63 to 74 Net/Gross went from -7% to 31% Effective Labor Rate (ELR) increase of $18
How to Survive the Service Technician Shortage Crisis
It started a couple of years ago. Out of the blue, I got a call from an old friend of mine, who is the Service Manager at a shop in Michigan. His life was a mess; he was really upset. He said, “Chris, I just lost three techs and one was my best tech. It’s […]
THE BUSINESS OF SERVICE ADVISORS IS MARKETING
If you have a business then you know that the business of your business is sales. It’s all about sales since without it your business will not be able to survive. It all makes sense since after all, without sales your business won’t be pulling in any money – money it needs to pay the […]
CRAZY WAYS TO INCREASE SALES IN YOUR SERVICE DEPARTMENT THIS YEAR
In 2010, one of the main sales problems within service departments was identified to be inadequate manpower to take care of customers. In 2012, this is still a problem plaguing the automotive servicing industry. Entrepreneurial experts have been trying to figure out ways to solve the problem and eventually increase sales in service departments. While […]
FIXED OPS CASE STUDY (DIRECT MAIL VS. EMAIL)
Chris Collins conducted a case study on the question of which among the two methods of sending mails is more effective when it comes to generating profit for Fixed Operations Services, the snail mail or email? The study was conducted on two Car Doctor Service Clinics. One was promoted using direct mail while other was marketed through […]
