Achieving Outstanding CSI: A Quick Guide for Fixed Ops
You’re telling yourself the wrong story about CSI and Fixed Ops in general! Customer Satisfaction Index (CSI) is critical for any dealership’s Service Department. It reflects the quality of your customer interactions and can significantly impact long-term success. Yet, a lot of Service Departments struggle in achieving high CSI scores because they lack a clear, […]
A Personal, Behind-The-Scenes Takeaways From Top Dog 2024
Insights from Top Dog 2024: Elevate Your Service, Elevate Your Success The Top Dog 2024 event gathered some very bright minds to share practical strategies for boosting success and improving the customer experiences for Dealerships, Service Departments, and everything in between. If you’re an Owner, GM, Service Advisor or Service Manager looking to up your […]
The Dealership Business Model: The Math Matters… A Lot!
In today’s super competitive dealership industry, relying heavily on Service Departments to drive revenue is just the reality. However, many Service Advisors and Service Managers are kept in the dark when it comes to the critical role understanding financials plays in their profitability (or lack of profitability). Here are some key insights into how “the […]
The Dealership Business Model: Winning The Customer Service Game
Customer experience isn’t just a buzzword – it’s a core component of any successful Dealership. Most dealerships aren’t given a lot of room to be creative and entrepreneurial, but customer experience is a facet of the business you can control. As customer care worsens by the day, you can establish a system that bucks the […]
Top Dog 2024 Speaker Will Guidara And Elevating Your Service Game with Unreasonable Hospitality!
As a preview to Top Dog 2024, we are re-releasing the podcast we did with Will Guidara, the bestselling author of ‘Unreasonable Hospitality’. Back in April, Will’s team did an in-person workshop during the Coaching meeting as part 1 of a 2-part agreement with him. The second part of that agreement is that he is […]
Eliminate Comebacks: The Silent Killer in Your Service Department
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 […]
Is Technology Hurting Your Service Department Communication?
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, […]
Video Inspections in Service Departments: Hype or Game-Changer?
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 […]
How to Eliminate Bad Attitudes Permanently in Your Service Department
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 […]
9 Critical Mistakes Service Advisors Make and How to Fix Them
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 […]
Overcoming Customer Objections in Auto Service: The #1 Mistake Shops Make That Costs You Sales
Getting customer objections is frustrating for Service Advisors. You want to help, but customers just don’t seem confident in moving forward. The truth is, every Service Advisor struggles with this at times. But overcoming objections gets easier when we have the right tools and strategies. This isn’t about blame or self-doubt. It’s about growth – […]
What Your Shop Secretly Reveals About You as a Leader: Service Department Red Flags
Ever feel like your own Service Department works against you despite your best efforts? Like some invisible hand dealt out sluggish Technicians, impatient customers, and dismal CSI scores no matter what you try? I get it. Running a thriving shop in the black feels next to impossible some weeks. But I promise, it doesn’t have […]
