Retained customers are not only more affordable, they can provide a better ROI, are generally more loyal and also send referrals. Here are a few simple and effective ways to…

Listen, I’m not telling YOU anything, if you have been in the industry even a short time you understand that talented help has been in short supply in the Automotive…

Turning a Bad Seed around and knowing when to Prune. In today’s environment, employable talent is at a premium and seems in short supply. Technicians and Advisors do not grow…

I’ve spent the last 40 years in Automotive Service Departments, I’ve worked side-by-side with Service Managers, Techs and Service Advisors. In the last 15 years it has really become a…

“How do I motivate my younger ‘millennial’ staff, Service Advisors, Technicians and Porters when financial rewards are not seeming to get it?” The question is very timely and pops up…

Ongoing Employee Improvement Plans “Activities that require the employee to interact with co-workers on team projects or in small groups is a good way to slowly build your employee’s interpersonal…

8 steps to “Spending Quality Time with your customer reviewing the findings of the MPI” On a recent Friday at the Dealership I was visiting, we had a meeting and…

Lateral support, Simple Support, Teams, Super Groups and Dispatch. Service Department technician production systems must be designed based on the quality and capabilities of technicians, consideration about the nuances of…

General Guidelines on Advisor and Technician repair order documentation: Known as the 3 C's - The Complaint, The Cause, and the Correction Documentation is essentially communication and concise and straightforward…

In a Dealership Service Department, the relationship with your customer is “King”. It’s far more important for the customer to actually like you than just about any other single factor.…