Fixed Ops Magazine - 2023 Vol20 01 - 44

FEATURE BY ROB KEALEY
IDENTIFY
RO
BOOSTING
KEY POINTS
Using Psychology to Boost Shop Capacity
S
hop capacity has been getting a lot of buzz
lately. Automotive News reported " ...the need
to improve productivity and efficiency in the
service drive is particularly acute today as dealerships
struggle to recruit and retain technicians. " (AN
10/17/22 p35) The article goes on to say that the solution
is to invest in technology to " maximize " technician
time in their bays so " they get paid more " .
TECHNOLOGY IS NOT THE ONLY
IMPORTANT PUZZLE PIECE
While technology is an important piece of the capacity
puzzle, it is not the only one. Staff quantity, quality, and
deployment, equipment placement, lot configuration,
critical task processes and the initial RO yield all have
their places in improving productivity and efficiency.
EVERY DAY, technicians waste time waiting for approvals
on jobs that COULD have been sold BEFORE they
were ever dispatched. This is not to mention the revenue
that is lost when techs don't bother to even ask because
WAITING IS NOT WORTH THEIR TIME. So, does
it make sense to start techs off with as much work as
possible right from the beginning?
WHERE ARE THE KEY POINTS TO ASK FOR
SERVICE SUGGESTIONS?
Boosting initial RO size begins by understanding that
there are points in each service transaction where advisors
are more likely to sell service suggestions ... if they
ask for them. So, where can those key points be found?
THE APPOINTMENT
Presuming that the basics of appointments 101 are met,
when customers make appointments a few well-placed
recommendations will yield results. When customers ask
for basic services, maintenance is near the top of their
mind and suggesting relevant complementary services
often prompts additions to their shopping list. Asking,
" Is there anything else we can take care of for you while
your vehicle is here? " before ending the phone call encourages
clients to think beyond their immediate needs
44

Fixed Ops Magazine - 2023 Vol20 01

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