Professional Community for Automotive Marketers, Car Dealers, OEM and Suppliers
I was thinking this morning about how rockets and Fixed Operations Customer Management are related. With all the news about the different companies striving to become the next NASA, it reminded me that we are all in a "Space Race" even though I know that the two subjects seem completely unrelated and are not even in the same Encyclopedia volume.
And I submit for your consideration that driving a rocket into space and good Customer Service…Continue
Added by Leonard Buchholz on December 9, 2014 at 1:26pm — No Comments
These best practices combined with …Continue
Added by Leonard Buchholz on October 9, 2014 at 1:30pm — No Comments
One of the many byproducts of training in so many dealerships is that you get to observe all the different ways people do things. Like how they answer the phone or talk to a customer in the service drive.
Over the years, I’ve made it a point to take note of some of the ways Advisors and Managers blow their customer up in the service drive and I thought I would share with you my observations and my Top 5.…Continue
Added by Leonard Buchholz on August 26, 2014 at 2:25pm — No Comments
Added by Leonard Buchholz on July 23, 2014 at 10:33am — No Comments
It's always a pleasure to write a post about Success and we have some Great News! Rountree GM/Nissan in Florida hit the 200K Club! Congratulations to the entire Team!
In this picture from l-r Tom Dallett Fixed Operations Specialist, Dan Shelly General Manager, Donnie Rosbury Service Manager and Gary Halter Parts Manager.…
Added by Leonard Buchholz on May 29, 2014 at 1:46pm — No Comments
Nearly every week we spend training in a Dealership, we try to identify and help correct deficiencies in production, CSI and dealership employee performance. The rub is that every dealership has different issues and problems.
And 100% of the time when there is little progress in performance…Continue
Added by Leonard Buchholz on May 1, 2014 at 9:04am — No Comments
Processes save lives. It’s true. It is especially true when you are lying in a hospital bed with a doctor and a nurse talking to you about how their processes will save your life…which was where I found myself in the not too distant past.
Added by Leonard Buchholz on April 21, 2014 at 8:13am — No Comments
One of the best things about traveling is experiencing how other people run their businesses.
It also allows you to have many different Sales presentations from many different people. This story is about how one motivated, knowledgeable and especially friendly Salesperson made a banana into a bbq pork sandwich.
It’s been 60 days.
Like many, you went to the NADA Convention determined to find the one thing that was going to make a difference in your Dealership this year. You had every intention of making changes and doing something different. You gathered information and then cataloged it. You even made a list of your Dealerships Managers and their responsibilities and revised their Goals based on the new information and training you were about to provide them.
You were ready for…Continue
Added by Leonard Buchholz on March 29, 2014 at 6:15am — No Comments
In every Dealership there is a desk. And behind that desk sits someone who has the responsibility to increase Profits.
In Fixed Ops, this person is called the Service Manager.
Typically (when I go into a store that is not profitable), I find the person sitting behind that desk working on everything not related to increasing Profits while believing that they are working on everything related to increasing Profits.
I call it the “Theory of Un-relativity” and it goes like…Continue
Added by Leonard Buchholz on March 26, 2014 at 3:20pm — No Comments
With the emphasis on increasing RO count through the manufacturer’s initiatives in regards to Quick Lube, Express Service, Fast Oil Change or whatever you call the 30 minute oil change in your Dealership, you would think that RO counts would be going up.
In some instances, yes they are. There is no doubt that these programs have resulted in more traffic into some stores in some cases.
But, in many stores, even with the advent of the “30 Minute Oil Change” marketing push and…Continue
Added by Leonard Buchholz on March 20, 2014 at 7:11am — No Comments
In every dealership that I visit that is struggling with increasing Sales per Repair Order, performing a walkaround is the area that the Advisors do not do well, if at all.
Recently, I was observing a service drive when a customer pulled up in a car and the advisor looked up from the desk and and said "Oh, look...she is just sitting there." And for the next 3-5 minutes, the advisor sat at her…Continue
Added by Leonard Buchholz on March 17, 2014 at 12:03pm — No Comments
Here is a simple way to make more every month.
It's called the "6 Steps to Happy Bank Deposits" and it goes like this.
1st, write down what you make per month…Continue
Added by Leonard Buchholz on February 5, 2014 at 7:41am — No Comments
During the analysis and evaluation we conduct prior to starting a training program the question of ethics and standard business practices we train on usually requires some explanation. In other words, Dealer Principals and General Managers want to hear from us that we conduct our training programs ethically and professionally.
If I were to stand in a room full of Dealer Principals and ask "Who in here believes that the best way to take care of a customer is to sell extra or un-needed…Continue
Helpful…or Professional…which of these sound better?
If you are like a lot of Dealers and General Managers hiring “helpful” people always seems to be the right call. The belief is that you can develop someone into becoming a Professional. While I don’t disagree with this practice, what I find all across the country is the opposite of helpful or Professional.
Because we train all across the country, we have exposure to every make and model of vehicle in every kind of Dealership,…Continue
Added by Leonard Buchholz on November 19, 2013 at 5:08pm — No Comments
Increase Gross Profit, Increase Net Profit, Control Expenses, Increase Sales.
Chances are you have been living those four financial principles since you became the owner or GM. And if you are a service manager reading this, you have been the willing champion of the preceding 4 financial cornerstones to dealership success.
How does it make you…Continue
Added by Leonard Buchholz on September 3, 2013 at 1:15pm — No Comments
To: Dealer Principal
From: Fixed Operations Net Profit
Reference: Fixed Operations Gross Profit Resignation Letter
Dear Dealer Principal,
It has come to my attention that Fixed Ops Gross Profit has resigned effective immediately. Without the continued support of Gross Profit I cannot continue to be effective in the performance of my duties while adding funds to your Profitability. (not to mention your bank…Continue
Added by Leonard Buchholz on August 22, 2013 at 9:28am — No Comments
Date: Effective Immediately
From: Fixed Operations Gross Profit
To: Dealer Principal
Dear Dealer Principal,
It is with great regret that I must submit this letter of resignation effective immediately.
Although we have worked together over the past few years I don’t feel I can contribute to your bottom line anymore. It has been a great experience and I wish you and all of your dealership team the best.
I am quite…Continue
Added by Leonard Buchholz on August 21, 2013 at 8:38am — No Comments
Every year about this time we begin to contemplate. What was our final score for 2012? How did we end up? Did we just SURVIVE or did we THRIVE?
For most of you, that reality was written months ago and on the 10th of January you’ll be…Continue
Added by Leonard Buchholz on January 1, 2013 at 2:30pm — No Comments
Service is an "elbow to elbow" people business. As I (we) have traveled and observed so many Dealership Service Operations, there is still one overriding factor that every Customer Service Organization must understand and adhere to. This is people business.…
Added by Leonard Buchholz on November 15, 2012 at 6:00am — No Comments