About Bob Clements

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So far Bob Clements has created 19 blog entries.

Sales- Creating Rapport

When you meet with a customer for the first time, you should create a comfortable selling situation for both you and the customer. This is called building rapport. It is your ability to relate to the customer and the customer’s ability to relate to you — a two-way interpersonal connection. While a number of factors determine the level of rapport you will have [...]

By | 2019-03-12T21:26:35+00:00 March 12th, 2019|Sales|

Sales- The Qualifying Process

Sales- The Qualifying Process When selling, I’ve always found it useful to have a process in place to help determine if a prospect is someone I can truly turn into a customer. This is why qualifying is important; it allows you to determine how much time you should invest, up-front, with a prospect.   While you will find situations where a prospect doesn’t meet [...]

By | 2019-03-07T20:08:39+00:00 March 5th, 2019|Sales, Uncategorized|

 Questions to Self-Evaluate Your Service Department

Your goal is to be able to say “yes” to 6 out of the 8 questions. If you are having trouble answering “yes” to many of these questions, you may need to invest time to get your service department processes in place. Do you maintain an accurate accounting of all your technicians’ time? We buy time by the hour, track it by the [...]

By | 2019-02-28T20:27:40+00:00 February 28th, 2019|Uncategorized|

The Secret to Flat Rating

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 could be [...]

By | 2019-02-13T20:36:38+00:00 February 11th, 2019|Uncategorized|

The Nuts and Bolts of Technician Pay

In the compensation programs we recommend, the tech is paid an hourly rate based on their level of experience and the dealership location. For example, in the Midwest, a C-level tech might make $8-$10 dollars an hour. A tech in the Boston area, however, might need to be paid $14-$16 per hour. You know your area and what you have to pay to [...]

By | 2019-01-28T20:23:44+00:00 January 28th, 2019|Uncategorized|

3 Tools For the Efficient Service Technician

When visiting dealerships, owners & managers often ask me, “What can we provide the techs to help make them more efficient?” While there are plenty of things that we can provide techs, there are three key items that can prove very beneficial to the overall efficiency of your technicians. The first one is a wash bay. A wash bay can be a costly [...]

By | 2019-01-28T20:24:06+00:00 January 14th, 2019|Uncategorized|

Service Marketing- Winter Service Specials

Almost every dealership, regardless of the products you sell or services you offer, historically have a slow time of year. As we travel the country working with dealers, we have seen all sorts of great ideas come alive as they work to keep their businesses afloat during the slow season and start the year in the black. One great way to keep a [...]

By | 2019-01-03T18:11:10+00:00 January 3rd, 2019|Uncategorized|

Service Basics- The Triage Process

Triaging is vital to keeping our shops moving and our techs efficient. The triaging process happens after the equipment has been checked into the dealership, the work order has been filled out and hopefully signed by the customer, and a red ribbon has been attached to show the equipment has just been checked in. At 10:30 a.m. and 3:30 p.m., the service coordinator [...]

By | 2018-12-18T21:27:56+00:00 December 18th, 2018|Uncategorized|

Service Basics- The Ribbon Process

For the month of December, we will be covering Service Basics. One of the most important processes in the service department is the use of ribbons on equipment. This is primarily the Service Coordinators’ job, but all members of the service team need to understand how using ribbons can help to increase efficiency and eliminate chaos. A red ribbon means the equipment has [...]

By | 2018-12-13T20:58:19+00:00 December 13th, 2018|Uncategorized|

Position Highlight: Service Coordinator & Shop Foreman

This week, we are highlighting two key positions in the service department: The Service Coordinator & Shop Foreman. Let’s get started. Service Coordinator: Supporting Service Techs The service coordinator is one of the positions we find that few service departments have but need! Once we’ve explained the role, almost every shop ends up hiring a service coordinator. In most dealerships, service techs are [...]

By | 2018-11-29T17:12:18+00:00 November 29th, 2018|Uncategorized|