Maintenance Work is eclipsing Repair Work for Customer Pay visits, but it dims in contribution to Gross Profits.\u00a0 Express\/Quick Service Teams can increase Tech Efficiency, leaving us more time to sell recommended work and to increase our profits \u2013 if we take advantage of this extra time. Consider the following profit opportunities:<\/p>\n
Upselling in Express Service<\/strong><\/em><\/p>\n Multi-Point Inspection (MPI)<\/strong><\/p>\n Provide your Customers with laminated blank MPI forms.\u00a0 When you write-up your\u00a0Customers, show them what visual inspections are being done on their vehicles while the vehicles are on the lifts.\u00a0 On the back of the MPI form, show the benefits of maintaining their vehicles or have a copy of your maintenance menu.\u00a0 Educate the Customers on the benefits of changing engine coolant, brake fluid and air filters, etc. to help sell the recommended maintenance that wasn\u2019t sold during the vehicle write-up.\u00a0 Reinforce that maintenance is less costly than repairs or expensive breakdowns. (When your laminated copies get grungy, please replace them.)<\/p>\n Have a decision-tree in place for when Customers buy recommended work and it will take longer than an hour.\u00a0 Should we put the Customer in a loaner car or do we shuttle them to the mall\/home\/back work?\u00a0 Will the work be done by a Main Shop Tech or by the Express Techs?\u00a0 Do you have a Tech upsell bonus for work assigned to another Tech? \u00a0To sell and install more tires, consider a dedicated tire-change Tech.\u00a0 Make the transition seamless to the Customer when a vehicle moves from the Express Shop to the Main Shop.<\/p>\n Have a maintenance menu which includes any additional time necessary to complete the work.\u00a0 This makes it easy for the Customer to say, \u201cYes!\u201d\u00a0 When the Customer is expecting to get in and out in under an hour, the last thing he is thinking about is adding more time to the visit.\u00a0 \u201cWe can take care of the cabin air filter today and you\u2019ll still be out in under an hour.\u201d <\/em>\u00a0Your Express Service Team makes it easy to add services to the Repair Order without adding time.<\/p>\n Have a flyer available to promote your specials and your other departments.\u00a0 If you would like an example, email us at brooke@profits4dealers.com.\u00a0 This could also be printed in black and white and used on the back of Parts Counter Tickets or Repair Order Invoices – another opportunity to reach more Customers!<\/p>\n Add a Labor Operation Code for safety items found, but not taken care of at this visit. \u00a0<\/strong>The Labor Op Code, in some fashion should say (you can always check with your attorney): \u201cCustomer was advised of severe concerns regarding the vehicle\u2019s safety.\u00a0 I have declined the recommended work and will not hold the dealership liable should not completing this work lead to a system failure or an accident.\u201d<\/p>\n X_________________________ (Customer\u2019s Signature)<\/p>\n When Business is Slow<\/strong><\/em><\/p>\n One of the killers to profit in the Express Service Center is paying Techs a clock hourly wage and not having any Customers for an hour or two.\u00a0 If you can define specific days of the week and\/or hours of the day where your business is slow, consider Happy Hour Specials, After School Specials or Coffee Break Specials to attract Customers to fill those hours.<\/p>\n If the slow times vary, how about a sign to put in front of the dealership?\u00a0 (Oil Change \u2013 No Waiting.\u00a0 Free Tire Rotation)\u00a0 Cost of sign: less than $100.\u00a0 When you get busy, bring in the sign.<\/p>\n Still no Customers?\u00a0 Don\u2019t waste the down time, use the time to refresh your To further discuss how to make your Express Service Center (from performance-based pay plans to Advisors’ scripts to best practices)\u00a0a real<\/strong> profit center, call us at 877.316.7418.<\/p>\n <\/p>\n <\/p>\n .<\/p>\n","protected":false},"excerpt":{"rendered":" Maintenance Work is eclipsing Repair Work for Customer Pay visits, but it dims in contribution to Gross Profits.\u00a0 Express\/Quick Service Teams can increase Tech Efficiency, leaving us more time to sell recommended work and to increase our profits \u2013 if we take advantage of this extra time. Consider the following profit opportunities: Upselling in Express […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,6],"tags":[],"class_list":["post-31","post","type-post","status-publish","format-standard","hentry","category-dealership-best-practices","category-dealership-service-department"],"_links":{"self":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/31"}],"collection":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=31"}],"version-history":[{"count":4,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/31\/revisions"}],"predecessor-version":[{"id":35,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/31\/revisions\/35"}],"wp:attachment":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=31"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=31"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=31"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nTechs and Advisors on inspection skills and selling skills.\u00a0 Make a list of things that can be done when there is a gap in work.\u00a0 Such as oil changes on company owned vehicles \u2013 loaner vehicles, demos and parts trucks.\u00a0 Oil changes for retail trade-ins, leave the inspection and repairs for the higher paid Techs.\u00a0 An Employee Perk! How about your Employees\u2019 cars?\u00a0 You are already paying the hourly Techs; the Employees pay for the oil and filter(s).<\/p>\n