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Garry House's Blog Posts Tagged 'Service' (12)

From the NCM Institute: The Difference Between ‘Good’ and ‘Great’ Auto Dealers Written By: Garry House

Written By: Garry House

In the first couple of paragraphs in his book, Good to Great, author Jim Collins makes several interesting statements:

Good is the enemy of great. And that is one of the key reasons why we have so little that becomes great. Few people attain great lives, in large part because it is just so easy to settle for a good life. The vast majority of companies never become great, precisely because the vast majority become quite good – and that is their…

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Added by Garry House on June 14, 2013 at 10:05am — No Comments

From the NCM Institute: Why Dealers Should Be In Express Service Written by: Steve Hall

Written by: Steve Hall

Dealers know you must provide fast, convenient, and competitively-priced service in order to retain your customer base. They also know that oil changes and light maintenance are the most requested service items by customers. Knowing this, why do dealers continually fight express service?

I’ve heard all the excuses: it hurts my hours per repair order; it hurts my gross profit percentage; it hurts my effective labor rate; I can’t make any money in express…

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Added by Garry House on May 16, 2013 at 7:30am — No Comments

From the NCM Institute: Better Processes Improve Technician Productivity and Gross Profits Written By: Tony Albertson

Written By: Tony Albertson

Did you ever perform this calculation for your dealership Service Department? Whenever we do this exercise, either in the field with one of the NCM Retail Operations clients or in the NCM Instituteclassroom, the result always knocks the socks off the dealership management team. Here’s how…

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Added by Garry House on April 25, 2013 at 6:30am — No Comments

From the NCM Institute: What are 15 minutes a day worth in your service department? Written By: Steve Hall

Written By: Steve Hall

When we ask service managers how important technician efficiency is to profitability, they most often say that “it goes hand-in-hand” or “if they aren’t efficient, you won’t make money.” I agree with their comments, but am constantly amazed with how they quantify “efficient.”

It seems that we have become accustomed to thinking a technician is efficient if they hit our flagged-hours goal for the week. At times this is true. Everyone can have a bad day, or…

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Added by Garry House on April 24, 2013 at 6:49am — No Comments

From the NCM Institute: 5 Mistakes Dealers Make With Their Owner Marketing and How to Avoid Them By: Russell Grant

Written By: Russell Grant

One of the best things about my job is the fact that I get to talk to so many owners, GMs, dealers, sales managers and service directors about their dealership’s owner marketing strategy. Or, in some cases, need for one. That’s when I find my work the most rewarding, when I’m speaking with dealers who are ready to reap the benefits of developing and implementing a strong, sustainable owner marketing strategy.

Because remember, there are only three ways…

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Added by Garry House on April 16, 2013 at 7:23am — No Comments

From the NCM Institue: What are 15 minutes a day worth in your service department? Written by: Steve Hall

Written by: Steve Hall

When we ask service managers how important technician efficiency is to profitability, they most often say that “it goes hand-in-hand” or “if they aren’t efficient, you won’t make money.” I agree with their comments, but am constantly amazed with how they quantify “efficient.”

It seems that we have become accustomed to thinking a technician is efficient if they hit our flagged-hours goal for the week. At times this is true. Everyone can have a bad day, or…

Continue

Added by Garry House on April 11, 2013 at 12:20pm — No Comments

From the NCM Institute: Twitter and the Auto Industry: How to Succeed in Social Media Marketing With Really Trying Written By: Debbie Hemley

Written By: Debbie Hemley

Twitter is a powerful social networking platform and one that has become a go-to choice for businesses of all sizes and industries.

In recent months, Burger King and Jeep’s Twitter accounts were hacked and became the subject of many articles and conversations, online and off. In Jeep’s case,…

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Added by Garry House on April 2, 2013 at 8:00am — No Comments

From the NCM Institute: Debunking “Retail Recon”: Why Your Used Cars Aren’t Competitive Written By: Wayne George

Today's blog post is by Wayne George, an NCM Executive Conference Moderator for several NCM 20 Groups. Prior to joining NCM, Wayne spent 29 years in the retail automotive world. He was also a charter member of the NCM General Managers Top Twenty Group for seven years.

  

Your…

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Added by Garry House on March 21, 2013 at 7:00am — 6 Comments

From the NCM Institute Blog: Why are more customers tripping and falling at dealerships? Written By: Dennis Kane

This article was written by: Dennis Kane

 

I see an increasing trend from auto dealers: slip, trips and falls are on the rise, particularly in the service department.

This uptick can be attributed to some or all of the following factors:

  • Dealerships are simply more hazardous than previously, either due to changing weather patterns or because attention to safety has waned,

  • Dealerships are servicing a greater number of cars because more…

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Added by Garry House on February 28, 2013 at 2:48pm — No Comments

From the NCM Institute Blog: Auto Dealership F&I Sets the Stage for a Successful 2013 by Rebecca Chernek

If you haven’t already done so, it’s that time to review your 2012 performance in detail. In what areas did you fall short of your goals and why? Where could you have generated greater gains and how? Don’t allow January to slip by without these facts in writing and a discussion of how you can best move forward in 2013.

A common F&I pay plan in the automotive industry is known as the grid. It compensates managers based on their per vehicle retail performance and products sold…

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Added by Garry House on February 1, 2013 at 12:50pm — 1 Comment

From the NCM Institute Blog:Does Your Service Department Have a High-Performance Culture?

At the NCM Institute Center for Automotive Retail Excellence, the training that we provide in our Service Management courses focuses primarily on strategies and tactics. However, we have discovered that the effective execution of the strategies that we teach is most often hampered by an important missing ingredient: most…

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Added by Garry House on January 24, 2013 at 12:21pm — No Comments

Is Raising Your ELR the Right Solution for a Lackluster GPM? by Robin Cunningham

This is a story about a phone call I received several months ago from a service director who had recently attended our NCM® Institute class, Principles of Service Management I. Although not her real name, I’m going to call her “Debbie” throughout the…

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Added by Garry House on December 21, 2012 at 7:45am — No Comments

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