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 will go to the service manager or service writer, take the clipboards [...]
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 been at the dealership less than 24 hours and has not been [...]
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 required to do things like sweep the floor, empty oil and drain [...]
Week two of our Service Department position highlight brings us to the Service Writer. The service writer is one step away from the service manager’s role. They take over the customer contact role of the service manager and in smaller service departments, also handle warranty claims. There is nothing more important in a service department than good communication between the shop and its customers, internal or external. Much like the service manager, the service writer [...]
For the month of November, we want to highlight the different roles in the Service Department. This week - the Service Manager. The service manager is a role that is often misunderstood. In many dealerships, the service manager was a great tech who no longer wanted to do repairs, so was promoted. I understand the desire to not lose a good tech, however, seldom does a great tech become more than an average service manager. [...]
For the month of October we are taking YOUR questions and answering them via our Blog! This week we are highlighting Service Technicians, with answers provided by our On-site Dealer Advisor Brian Clements. Let’s dive right in to the questions! “Do most techs own their own tools?” Yes. Most shop technicians own their own common tools. We encourage the dealership to provide specialty tools for working on the specific type of equipment their shop services. [...]
Pre-season, season, post-season, and… slow season. Regardless of the type of equipment your dealership sells, at any given point of the year, you’ll find yourself in one of these seasons. Slow season may have a bad reputation, but it’s important to understand that slow season is not all bad. Although many dealers view it as a stressful time, slow season is a perfect time to make adjustments in your dealership and take some much-needed time [...]
I recently heard a fireman share how he & his fellow firefighters work to avoid disaster. He explained that the best way to deal with a serious problem was to be proactive in order to eliminate or minimize the problem before it occurs. His department invests their time in doing regular checks on the businesses in the area to make sure they are up to code, that the fire extinguishers are working and in the [...]
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 get a technician at the various levels, so adjust accordingly. In the [...]
One of the most common questions we are asked at BCI is "How do I determine my labor rate?" For most dealerships, the process of setting a labor rate begins with calling all the competitors in the market, asking them what their labor rate is and then making sure that they are somewhere close to the competitors. In our company, we jokingly refer to this method as “pooling ignorance”. Why, you might ask, is this [...]
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