Fixed Ops Journal - December 2021 - F19
FIXED OPS JOURNAL
The program's online tool offers dealerships solutions
to pain points revealed in technician surveys.
dealers assess problem areas and suggests solutions
based on best practices, Collins says. " We
built the online tool on top of that so dealers
don't have to read the whole 120-page playbook. "
Chad Force, service manager at Porsche St.
Louis, endorses the program, even though he
says the dealership - which employs 15 technicians
- has low technician turnover rates.
Th e store is part of Houston-based indiGo Auto
Group, which owns 20 dealerships in California,
Missouri and Texas.
" With the current technician shortage, any
way we can focus on them and determine their
needs and desires is good, " Force says. " It gives
us opportunities to see where we can improve.
And it also can affi rm what we're doing right.
" Like everything else in life, if you don't look
in a mirror every so often and see how you can
get better, you do yourself a disservice. "
Larry Pryor, service and parts director at Audi
Pittsburgh - one of 23 stores owned by Pennsylvania-based
#1 Cochran Automotive - agrees.
He says there's always room for improvement,
even for well-run service departments. " If you
don't accept that you have some warts, you're
never going to get anywhere, " he says. " It's easy to
get complacent and operate on autopilot.
" Th e survey questions were more specifi c
and more detailed than others I've seen, " Pryor
adds. " I told my guys, if they want to eff ect
changes, they should be as open and honest
as possible. "
Technicians at Audi Pittsburgh took the online
survey for the program in early November.
Th e results have already revealed one
good takeaway: Technicians miss the Top Gun
awards, a recognition program based on fl atrate
hours turned and customer service
scores, Pryor says.
Th e pandemic prompted the dealership to suspend
the program because the prize was an allexpense-paid
resort getaway for technicians and
a guest, he says.
" People really paid attention to it - it carried
some weight, " Pryor notes. " But we didn't
replace it with anything. "
Pryor now is using the online tool to fi nd
other ways to recognize high-performing
technicians .
" Th ere's real value to this tool, " he says.
Of course, it's critical to act on the survey
feedback, Force notes.
" All of this is for nothing if we don't act on
the opportunities to get better, " he says.
DECEMBER 2021 PAGE 19
Fixed Ops Journal - December 2021
Table of Contents for the Digital Edition of Fixed Ops Journal - December 2021
Fixed Ops Journal - December 2021 - Intro
Fixed Ops Journal - December 2021 - F1
Fixed Ops Journal - December 2021 - F2
Fixed Ops Journal - December 2021 - F3
Fixed Ops Journal - December 2021 - F4
Fixed Ops Journal - December 2021 - F5
Fixed Ops Journal - December 2021 - F6
Fixed Ops Journal - December 2021 - F7
Fixed Ops Journal - December 2021 - F8
Fixed Ops Journal - December 2021 - RYTEC1
Fixed Ops Journal - December 2021 - RYTEC2
Fixed Ops Journal - December 2021 - F9
Fixed Ops Journal - December 2021 - F10
Fixed Ops Journal - December 2021 - F11
Fixed Ops Journal - December 2021 - F12
Fixed Ops Journal - December 2021 - F13
Fixed Ops Journal - December 2021 - F14
Fixed Ops Journal - December 2021 - F15
Fixed Ops Journal - December 2021 - F16
Fixed Ops Journal - December 2021 - F17
Fixed Ops Journal - December 2021 - F18
Fixed Ops Journal - December 2021 - F19
Fixed Ops Journal - December 2021 - F20
Fixed Ops Journal - December 2021 - F21
Fixed Ops Journal - December 2021 - F22
Fixed Ops Journal - December 2021 - F23
Fixed Ops Journal - December 2021 - F24
Fixed Ops Journal - December 2021 - F25
Fixed Ops Journal - December 2021 - F26
Fixed Ops Journal - December 2021 - F27
Fixed Ops Journal - December 2021 - F28
Fixed Ops Journal - December 2021 - F29
Fixed Ops Journal - December 2021 - F30
Fixed Ops Journal - December 2021 - F31
Fixed Ops Journal - December 2021 - F32
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