| Keep 'em Coming (continued) |
We looked at how technology and the effects it has on your business. It highlighted the negative impact on your customers experience created by the distractions of technology in our world. |
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By Thom McKenna
Sales Manager/AutoPro Training Solutions
Email tmckenna@automotivedealersnetwork.com
| Thom McKenna has a lifetime of experience in the automotive world. Thom grew up in the business and has held positions such as Technician, Shop Foreman, Service Advisor, Service Manager, Technical Trainer, Business Trainer, Program Manager and Consultant. His life in the business along with his passion for the industry have resulted in an individual who strives everyday to help improve the Automotive Industry. |
Just like you and I they need it for most everything they do. However, unlike many of us in the industry, they do not have near the amount of access to alternate vehicles that we have, nor do they have the convenience of having a service department at their place of employment. That makes every thing about Service and Repair much more inconvenient to them than to us. This means that every experience must be as positive as you can make it. That is how you build “TRUST”. Trust is the key ingredient of loyalty.
as you do in your Sales Department. Commitment to great service will not only improve your profits and bottom line now, but also in the future. |
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| SUPERIOR DEALER SOLUTIONSsm |
“MOVE THE FRONT DOOR!” (Not physically, but in your business outlook) The old model is done. Sales as the Front End, Service as the Back End is gone. All ends are the Front end and every door must be thought of as the front door. Retention thru positive experience must be more than just a goal it must be your mission. Your Service department has more contact with the public than your Sales floor could ever hope to see. Take this seriously and take advantage of it. Cultivate these existing relationships, and grow them into not only profit now (most dealers are not making what they should from their service operations) but into “Brand Loyal Customers” of your brand. |
There is no boxed solution or “Silver Bullet” to doing this. It requires some culture changes along with other
adjustments to the way you are doing business in the service department. Most of the time this is something you
cannot adequately reexamine from with-in; A fresh unbiased assessment of your Fixed Operations will generally
give you a more complete picture. Day to day business and long standing habits etc generally cloud your ability to
assess the issues yourself. Regardless of your approach to these changes the point is your survival is in your
BRAND and you need to “Build Your Brand Now!” not later.
Every Door must become a Gateway to your Brand Experience, and every experience must be as positive as you
can make it.
Next Month: More thoughts and Facts on Brand Building “Little Things Mean A Lot”
adjustments to the way you are doing business in the service department. Most of the time this is something you
cannot adequately reexamine from with-in; A fresh unbiased assessment of your Fixed Operations will generally
give you a more complete picture. Day to day business and long standing habits etc generally cloud your ability to
assess the issues yourself. Regardless of your approach to these changes the point is your survival is in your
BRAND and you need to “Build Your Brand Now!” not later.
Every Door must become a Gateway to your Brand Experience, and every experience must be as positive as you
can make it.
Next Month: More thoughts and Facts on Brand Building “Little Things Mean A Lot”
| Your Service department has more contact with the public than your Sales floor could ever hope to see. |
