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Profitable Distributor Service Management Make Your Service Department the Driver of Your Dealership

Profitable service management sect 1

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A comprehensive must-have guide for all automotive dealers interesting in significantly improving the service profitability. This is the introduction.

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Page 1: Profitable service management sect 1

Profitable Distributor

Service Management

Make Your Service Department the Driver of Your Dealership

Page 2: Profitable service management sect 1

Food for Thought:

“A mind once stretched by a new idea never regains its original dimension.”Oliver Wendell Holmes

Page 3: Profitable service management sect 1

Course Content:

1. Introduction

2. KPI 3.Performance Diagnostics 4. Standard

Times

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Course Content,

cont’d:

5. The Customer6. Business Plan7.Implementation

8. Resources

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Food for Thought:

“An obstacle is something you see when you take your eyes off the goal.”

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Section 1 Introduction

Introduction

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1.1 Profitable Service Operation is About…1.2 Typical Perceptions About Service1.3 4-Step Service Department Ladder1.4 What Can be Achieved by Service1.5 What it Takes to Turn Things Around

Introduction

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Section 1.1 Profitable Service Operation is About…

1.1

Introduction

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Knowing your Market Market Size?

Potentials and Risks?

Age Structure?

Applications, Usage?Service Competition?Legislations, etc.?

1.1

Introduction

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Knowing Your Customers

Support Requirements

Their Expectations

Opening Hours

Location

Training

Others

1.1

Introduction

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Listen To Your Customers

Offer What They Need

Care!

Follow Up

Appreciate Their Business

Under-Promise

Over-Deliver

1.1

Introduction

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Knowing your StaffBackground/Education

Capabilities, Needs and Aspirations

Willingness to LearnAspirations, Capabilities

Attitude

Personality

1.1

Introduction

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Knowing your KPIs Master the KPIs

Baseline, Gap Analysis

Know the Targets

Gap Analysis

Develop Action PlanImplement - Review

1.1

Introduction

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Passion For ServicePassion From Within

Motivate and Coach

Be Convinced

Delegate

Follow Up

Appraise - Develop

1.1

Introduction

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Profitable Distributor

Service Business Is

About…

Attitude

Awareness

Authenticity

1.1

Introduction

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Section 1.2Typical Perceptions About Service

1.2

Introduction

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Service

Typical Perceptions About Service

Is Losing Money

1.2

Introduction

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Service

Typical Perceptions About Service

Is Just a Headache

1.2

Introduction

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Customers Are

Typical Perceptions About Service

Gone After Warranty

1.2

Introduction

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Too Expensive

Typical Perceptions About Service

Too Slow

1.2

Introduction

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Service, Rips Off

Typical Perceptions About Service

Their Customers

1.2

Introduction

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Changes Parts For

Typical Perceptions About Service

the Sake of Changing

1.2

Introduction

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They Don’t Follow Up

Typical Perceptions About Service

1.2

Introduction

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They Only Focus

Typical Perceptions About Service

Only On Their Own Business, Not Mine

1.2

Introduction

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Parts Availability

Typical Perceptions About Service

Is Generally Poor

1.2

Introduction

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Poor Value For

Typical Perceptions About Service

Money

1.2

Introduction

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Should Only Support

Typical Perceptions About Service

Sales Department

1.2

Introduction

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Draining

Typical Perceptions About Service

Management Resources

1.2

Introduction

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Typical Perceptions

About Service

1.2

Introduction

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Section 1.3

The 4-step Distributor Service Department Ladder

1.3

Introduction

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Headache and a major cost, doesn’t contribute with anything.

Not losing money but still a problem area.

Generating some profit from it. Not such a major problem area after all.

Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business.

Step 1 Step 2 Step 3 Step 4

1.3

Introduction

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Workshop 1Where is Your Workshop on This Ladder?

1.3

Introduction

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Section 1.4

What Can Be Achieved by a Distributor Service Department?

1.4

Introduction

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Generate More Profit

What Can Be Achieved by a Distributor Service Department?

Than Parts Dept

1.4

Introduction

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The Main Driver of

What Can Be Achieved by a Distributor Service Department?

The Entire Business

1.4

Introduction

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Your Best Equipment

What Can Be Achieved by a Distributor Service Department?

Sales Man

1.4

Introduction

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Quadruple Your

What Can Be Achieved by a Distributor Service Department?

Investment in Labor

1.4

Introduction

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Your Biggest Captive

What Can Be Achieved by a Distributor Service Department?

Parts Customer

1.4

Introduction

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What Can Be Achieved by a Distributor

Service Department?

1.4

Introduction

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Section 1.5

Turning Around a Distributor Service Department Takes…

1.5

Introduction

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Vision

Time

Determination

Enthusiasm

1.5

Introduction

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The Right People

Correct Methods

Right Tools and Equipment

Authority to act

1.5

Introduction

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Turning Around a

Distributor Service

Department Takes…

1.5

Introduction

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Food for Thought:

“I dreamed a thousand new paths. I woke and walked my old one.”Chinese Proverb

Want to Change!

Introduction

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Food for Thought:

“Insanity is doing the same thing in the same way and expecting a different outcome.”Chinese Proverb

Try New Ways!

Introduction

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Section 1, Summary

Know Your KPIs

Know Your Business

Know Your Customers

ListenCare

Analyze

Act

Introduction