One way to generate new customers and while maintaining your current customers is through a Loyalty Program at your dealership. Think about how many stores have a “shopper card” or a “preferred customer” program. These stores are marking up prices on items to be able to give discounts on other items. We all understand that, but it makes the customers feel like they are getting a perk for doing business at the store.
We encourage you to create a similar program for your dealership. While a customer loyalty program may not be right for every dealer, it is a program that …Read More
The market is competitive and every customer is important. So, how are we supposed to standout and capture all the business we can? Well, we know that several things can help with this but the most important is setting yourself apart and you do that by "wowing" the customer through excellent customer service.
Did you know that 78% of consumers have bailed on a transaction because of a poor service experience? That means that almost 80% of all consumers will refuse to make a purchase due to not being “wowed” in your business. Let that sink in. Setting yourself apart from your …Read More
We were recently asked, "Who is responsible for determining the labor charge on each work order?"
Before we can decide on the amount of labor that can be added to the work order, we need the technician to diagnose or triage the piece of equipment. (Need Triage Sheets? Check out BCI's Dealer Toolbox)
If they are triaging the equipment, they will estimate the time needed to complete the repair on the triage form. If they are doing a full diagnostic, they will estimate the time needed based upon previous repair experience. That work order and diagnostic sheet will then go to the …Read More
We were recently asked- “We often hear of the importance of Flat Rating in our dealership. Why should we do this, and how do we get this info to start? How does this change with different conditions of equipment brought in?”
So, why should we use Flat or Standard Labor Rates (SLR)? It’s good for both you and your customer. From the customers perspective, it gives them the ability to know what the charge for the work is going to be regardless of the technician’s skill level. If they have an “B” or “C” tech working on their machine, the billable hours …Read More
What is the Cure for the Common Employee Headache?
Two Aspirin OR an Employee Handbook!
Do you have an employee handbook? When was the last time it was updated or given to employees? I know it is a bit time-consuming, but trust us, it is well worth your time and effort.
An employee handbook will not make you more money, but it will eliminate a lot of headaches. Most small business owners dislike dealing with employee issues. A handbook helps.
Why a Handbook is Helpful
An Employee Handbook Speaks for You. An employee handbook answers questions about things such as time off, dress codes, …Read More
Nearly half of all new businesses fail within the first few years. Not too encouraging, is it? What sets apart those who succeed from those who don’t? Well, there are several factors but some of the most important ones include having a plan, creating solid internal processes, hiring and retaining great employees and keeping your eye on the goal to generate profit and grow your business.
Even if you are a seasoned business or business owner, it might be time to reflect on your business plan. A business plan is an important roadmap for a dealership’s success. Make sure you and …Read More
As you begin to move into the season, it’s a perfect opportunity to spend a little time tuning up your sales process. Here are 3 key items to keep in mind as we move into peak sales season.
The first few minutes of your initial contact with a customer are crucial. Like building a house on a cracked foundation, it’s a lot more difficult to have a positive sales experience if you don’t start out on the right foot. Based on the initial moments of the greeting, impressions will be formed quickly, a tone will develop, chemistry will or won’t develop, …Read More
Great managers have discovered that the secret to success in their departments is what they do during the first 30 minutes and the last 30 minutes of every day. As a manager, your number one goal is to produce strong profits and give your customers an exceptional experience with the dealership. Whether you are managing service, parts, sales or rental, you are going to achieve those goals by focusing on motivating and communicating to your team.
It starts and ends each day with a “coach in the locker room” talk with your team. As you think …Read More
In your dealership, do you track your Recovery and Efficiency Rates? If you are like some of our dealers, you are on the fence about putting in the work to pull these numbers together, but if you are willing to take the time, these numbers will give you great insight into how to get your shop performing at a higher, more profitable level.
The Efficiency Rate is the time that the tech is clocked into the work order vs. the time that you bill the customer for that work order. Top technicians strive to have an efficiency rate of 126% (or …Read More
Last week we talked about setting yourself apart from the Big Box stores. One way to do so is by showcasing your dealership. The easiest and most effective way to showcase your dealership is through your businesses signage.
The most important aspect of an outdoor sign is to grab someone’s attention- almost like a magnet pulling a customer toward the store. The more recognized the name, the more people that will be attracted to your dealership. Branding your dealership will ingrain your name into the minds of your customers, making them feel comfortable when working with and purchasing products from you.
I have …Read More