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Special Report Outline:
How Gerry Good, the President of Good Brothers Dodge employed a process improvement process to boost Fixed Operations efficiency and the bottom line.
If you are looking for a plan to realize substantial process and profit improvements in your Fixed Operations, perhaps this Live Case Study and its results is what you are looking for.
Here is an outline of the Process Improvement Study and its Results. Full details are included with the Full Special Report- see below...
Case Study Results After Process Improvements Include:
287 Additional Labor Hours
$41K Increase in Customer Paid Labor Sales
$30K Increase in Customer Paid Parts Sales
$45K Increase in Gross Profit CP Labor and Parts
26% Increase in Effective Labor Rate
65% Increase in Parts Sales per R.O.
78% Increase in Customer Paid Labor & Parts per R.O.
Introduction: The Importance of Structured Processes in Service Departments
Overview of how structured processes can improve fixed operations profitability.
Focus on the approach used by Good Brothers Dodge RAM to increase efficiency and profits without increasing staff or physical capacity.
The emphasis on improving service quality and repair order yield through a defined service lane selling process.
Case Study Highlights: Boosting Repair Order Yield - Overview of key improvements:
Labor hours per repair order increased from 1.67 to over 2.5.
Sales per repair order increased from $325 to over $625.
Service Lane Selling Process:
Importance of equipping service advisors with the right tools to present additional services to customers.
Addressing missed opportunities in non-requested repairs and maintenance services.
The risks of not presenting additional services, such as loss of revenue and customer trust.
Process Evaluation and Continuous Improvement:
Emphasis on the importance of processes being consistently executed to improve sales, profits, customer retention, and satisfaction.
Introduction to a self-analysis tool to evaluate service department processes and identify areas for improvement.
Examples of process steps such as appointment setting, pre-appointment preparation, and advisor presentation.
Appointment Setting and Pre-Appointment Preparation:
The importance of setting appointments strategically to optimize the shop’s capacity and throughput.
Details on pre-appointment preparation, including checking vehicle history and preparing a repair order.
Maximizing Opportunities at Key Service Transaction Points:
The seven steps of a service transaction, from appointment setting to customer follow-up.
The importance of technician opportunities, including multipoint inspections and the timing of service recommendations.
Active Delivery and Customer Follow-Up:
Best practices for the final delivery of the serviced vehicle, including reviewing maintenance performed and discussing future service needs.
The importance of customer follow-up to ensure satisfaction and drive future service visits.
Key Performance Metrics and Results- Summary of key metrics before and after process implementation:
Increases in customer pay labor hours, labor sales, and parts sales per repair order.
Significant gross profit increases from improved service efficiency.
The three stages of a service sale: customer request, non-requested repairs, and non-requested maintenance.
Case Study Conclusions: The Value of Structured Processes:
Reinforcement of the importance of a structured, repeatable process in achieving service department success.
The case study's success demonstrates that improving processes leads to increased profits and customer retention.
Above is just an outline of the full 18-page report offered below. If you are looking for more, this report is available for purchase and immediate PDF download.
This 18-page report provides added details on all the above, along with appropriate illustrations. It's long enough to get into the details, but only takes less than 15 minutes to read and absorb.
Active Supporting DealersEdge Members can receive a copy via PDF download at NO CHARGE here- https://www.dealersedge.com/dsf4
Contact memberservices@dealersedge.com for assistance.
Non-Member Access is Available. If you are not an Active Supporting DealersEdge Member, you can receive a this report for just $49… please see below…
This DealersEdge Special Report provides everything you need to know about how you can duplicate this process in your Service Department! 18 pages of in-depth step-by-step process.
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