Fixed Ops Journal - August 2016 - (Page 60)

" FIXED OPS JOURNAL SHOP TALK Send suggestions for future Shop Talks to foj@autonews.com How do you get dealership employees on the same page? We asked fixed ops managers: What's your most effective strategy for getting sales and service to work together as a team? " " " " " " "We're quantifying the old saying that 'sales sells the first vehicle ... but service sells most of the rest!' We're out to prove that true by building a Vehicle Exchange Program [service area] second to none. Thus, our showroom sales team makes the 'service center' a solid part of their sales process and the service team returns the favor." MIKE HOELLER Director of fixed operations, Beck and Masten Buick-GMC North, Houston "An internal pricing strategy softens that relationship a lot. Have some sort of internal pricing structure where the sales department feels like they can step up and take care of any customer concerns that arise without typically paying retail pricing." MARK CHIZNER Fixed operations director, Braman Motors Miami, Miami "Different points of view and not understanding each other are a quick way for animosity between the two departments. I constantly go up and communicate with my sales managers. We have evening meetings and concerns get brought up. I help them understand from the service point of view." SCOTT OSTLER Parts and service director, University Volkswagen-Mazda, Albuquerque, N.M. "We sell the car, the salesman brings [buyers] back and introduces them to the quick-lube team. That's probably the first guy you're going to see when you go back to the service department. We actually set their first appointment then. We have what we call a '30-day pit stop'." JEFF RAMEY Fixed operations manager, Country Chevrolet-Buick, North Vernon, Ind. PAGE 60 A U G U S T 2 0 1 6 "We make it a priority [for salespeople] to show the customer what the accessories look like, where they get them installed at the parts department, and how they can purchase accessories later on the website. Starting a relationship like that is important." MARK THOMPSON Fixed operations director, Stivers Decatur Subaru, Decatur, Ga. "Our service and parts department pays salespeople cash bonuses for parts and services accessory sales from the previous week. It's a good way to start the weekend, to pump up the sales staff." GARY SCHULER Corporate director of fixed operations, Dick Hannah Dealerships, Vancouver, Wash. Compiled by Stephanie Hernandez McGavin

Table of Contents for the Digital Edition of Fixed Ops Journal - August 2016

Fixed Ops Journal - August 2016
Contents
Editor’s Letter
Service Counter
Legal Lane
Treading confidently
'Tis the season
Profit Builder
Valet service
Richard Truett
OEConnection
Changing oil:
Photo story
Trade-off
Toyota way
Feedback
Lone star
Airbag recall
Forging links
Top 50
5 Minutes With
Shop Talk
Fixed in Time

Fixed Ops Journal - August 2016