profitable service management sect 1
DESCRIPTION
A comprehensive must-have guide for all automotive dealers interesting in significantly improving the service profitability. This is the introduction.TRANSCRIPT
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Profitable Distributor
Service Management
Make Your Service Department the Driver of Your Dealership
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Food for Thought:
“A mind once stretched by a new idea never regains its original dimension.”Oliver Wendell Holmes
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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