From Whac-A-Mole to Workflow: One Manager’s Escape from Service Chaos
- DealersEdge
- 9 hours ago
- 3 min read
"He often felt that running his service department was like a game of Whac-A-Mole…fires popping up, tools flying, profits elusive. Knock one problem back into its hole… and up popped another. Then he realized: it wasn’t chaos… he just couldn’t get beyond ‘being busy’... he had to find a way to deal with all those ‘moles’ with a solid business plan rather than a hammer.”
When Joe took over the service department at his dealership, it was sputtering. Not broken, but definitely misfiring. Productivity was inconsistent, techs were disengaged, and the customer lounge saw more complaints than compliments. Joe wasn’t coasting… he was grinding through every day. But his efforts lacked traction.
He was stuck in second gear.
His GM commented: "Joe is running his service department like a game of Whac-A-Mole…fires popping up, tools flying, profits elusive. He knocks one problem back into its hole… and up pops another. It wasn’t chaos… he just couldn’t get beyond ‘being busy’... he had to find a way to deal with all those ‘moles’ with a solid business plan rather than a bigger hammer.”
That all changed after a brutal performance review. Flat hours per RO. A sagging ELR. A backlog of open repair orders. And fixed absorption numbers that were running on fumes. Joe realized he didn’t need to push harder… he needed to tune the engine.
That’s when he hit the reset button and rebuilt the department using three high-performance principles:
Operational Alignment. Joe revamped technician dispatching, optimized write-up processes, and implemented real-time tracking. Every team member knew their role and how it contributed to throughput and efficiency.
Dashboard Discipline. KPIs became the gauges on Joe’s leadership dash. Hours per RO, ELR, and productivity weren’t just reviewed… they drove decisions. Advisors got coaching, and techs knew what excellent performance looked like.
Team Calibration. Joe focused on leadership, not micromanagement. He held regular team huddles, spotlighted wins, and set clear expectations. A culture of ownership took root, and performance followed.
Within 90 days, comeback rates dropped, CSI climbed, and customer pay revenue surged. What was once a stalling department was now firing on all cylinders… reliable, responsive, and results-driven.
The Real Shift? Joe Became a Driver, Not a Passenger.
He stopped reacting and started steering. He exchanged chaos for consistency. He stopped managing the noise and started managing the numbers.
Joe’s transformation wasn’t about personality. It was about process… refining systems, empowering people, and using metrics to lead with purpose.
Today, Joe runs one of the most efficient service departments in the region. Not because he works harder, but because he works smarter… and he’s got the results to prove it.
If your service department feels like it’s stuck in traffic, maybe it’s time to check your alignment… and take control like Joe did.
Joe was assisted in his quest for excellence with a newly published DealersEdge Manual: “The Service Management Operations Guide”. In this single volume he found the answers and ideas he needed to transform his service department from so-so to go-go!
The Essential Guide Every Service Manager Needs on Their Desk!
Managing a dealership service department is no small task—it requires a unique blend of leadership, financial expertise, operational efficiency, and customer service mastery. That’s why the Service Operations Guide is the must-have desk reference for every service manager looking to drive profitability, efficiency, and long-term career growth.
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