Fixed Ops Journal - October 2017 - 44

FIXED OPS JOURNAL

SHOP TALK
We asked managers: As new-vehicle sales fall,
what are you doing to boost service and parts revenue?
"It is not a question of
getting more business, but
of finding efficiency in
production to handle the
business we have. We are
going to extended hours on
weekdays, starting at 6
a.m. and staying open until
7 p.m. Saturdays are now
full days with bigger staff. One of our
locations will soon go to rotating lateral
support groups to allow for full staff, full
service, six days a week."
BOB CAWLEY
Fixed operations director, Horne Auto Group, Gilbert, Ariz.

"We are building the best
customer service team
possible and teaching
them how to get it done.
Advisers need to know
their goals [set by the
business development
center]. Technicians
understand the endgame for the guest and
take full responsibility for it. The parts
department works with the team instead of
fighting them. Our fixed gross is up $35,000
a month on average from 2016 to 2017, and
we have hit two record months this year."
KEVIN STUCKEY
Director of fixed operations, Starling Cadillac, DeLand, Fla.

Compiled by Cameron La Fontaine
and Dave Versical
Send suggestions for future
Shop Talks to foj@autonews.com

PAGE 44

OCTOBER 2017

"We have always spent a lot of time and effort
training our sales force. But we never spent
any time training our [service] advisers.
We've invested our time and money now
in training our advisers in the meet-andgreet; doing a good walkaround; doing a
good, active delivery; making it a good
experience in the customer service
department."
MIKE WILLIAMS
General manager, Yark Automotive
Group, Toledo, Ohio

"Online [service] appointments are
available throughout the day and
updated continuously. We have the
highest-speed Internet connection
available to allow streaming for our
customers or to accommodate business
requirements. We review the shop load
based on demand and adjust technician
availability when slots fill up, rather than
inconvenience our customers."
KEITH DRAKE
Fixed operations director, Toyota of Plano, Plano, Texas

"Warranty repairs are declining. So the dealer has to do a
much better job of eliminating one-line customer-pay repair
orders; do a better job at the point of sale; do excellent
walkarounds; use the technology that the OEMs give you
to be able to generate the revenue necessary to
sustain the dealership. It's maximizing stall
capacity. It's getting the right number of
technicians with the right skill sets and being
able to provide that customer experience.
I think we're all late to the party on that."
CHRIS WILSON
COO, Friendship Automotive Enterprises, Bristol, Tenn.



Table of Contents for the Digital Edition of Fixed Ops Journal - October 2017

Fixed Ops Journal - October 2017
Contents
Editor’s Letter
Service Counter
Legal Lane
Dealers vs. OEMs
Parts disposal
Chicago way
Certifi ed repairs
Richard Truett
After the deluge
Labor rates
Off lease, on the lot
Paragon model
Feedback
Net benefi ts
Sometimes on Sunday
Get ready
Shop Talk
Five Minutes With
Fixed in Time
Fixed Ops Journal - October 2017 - Intro
Fixed Ops Journal - October 2017 - Fixed Ops Journal - October 2017
Fixed Ops Journal - October 2017 - Cover2
Fixed Ops Journal - October 2017 - Contents
Fixed Ops Journal - October 2017 - Editor’s Letter
Fixed Ops Journal - October 2017 - 5
Fixed Ops Journal - October 2017 - Service Counter
Fixed Ops Journal - October 2017 - 7
Fixed Ops Journal - October 2017 - Legal Lane
Fixed Ops Journal - October 2017 - 9
Fixed Ops Journal - October 2017 - 10
Fixed Ops Journal - October 2017 - Dealers vs. OEMs
Fixed Ops Journal - October 2017 - Parts disposal
Fixed Ops Journal - October 2017 - 13
Fixed Ops Journal - October 2017 - 14
Fixed Ops Journal - October 2017 - 15
Fixed Ops Journal - October 2017 - 16
Fixed Ops Journal - October 2017 - 17
Fixed Ops Journal - October 2017 - Chicago way
Fixed Ops Journal - October 2017 - 19
Fixed Ops Journal - October 2017 - 20
Fixed Ops Journal - October 2017 - 21
Fixed Ops Journal - October 2017 - 22
Fixed Ops Journal - October 2017 - 23
Fixed Ops Journal - October 2017 - Certifi ed repairs
Fixed Ops Journal - October 2017 - 25
Fixed Ops Journal - October 2017 - 26
Fixed Ops Journal - October 2017 - Richard Truett
Fixed Ops Journal - October 2017 - After the deluge
Fixed Ops Journal - October 2017 - 29
Fixed Ops Journal - October 2017 - 30
Fixed Ops Journal - October 2017 - 31
Fixed Ops Journal - October 2017 - Labor rates
Fixed Ops Journal - October 2017 - 33
Fixed Ops Journal - October 2017 - Off lease, on the lot
Fixed Ops Journal - October 2017 - 35
Fixed Ops Journal - October 2017 - Paragon model
Fixed Ops Journal - October 2017 - Feedback
Fixed Ops Journal - October 2017 - Net benefi ts
Fixed Ops Journal - October 2017 - 39
Fixed Ops Journal - October 2017 - Sometimes on Sunday
Fixed Ops Journal - October 2017 - 41
Fixed Ops Journal - October 2017 - Get ready
Fixed Ops Journal - October 2017 - 43
Fixed Ops Journal - October 2017 - Shop Talk
Fixed Ops Journal - October 2017 - Five Minutes With
Fixed Ops Journal - October 2017 - Fixed in Time
Fixed Ops Journal - October 2017 - Cover3
Fixed Ops Journal - October 2017 - Cover4
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