Randy
Forum Replies Created
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Hi Jay,
There have been many good suggestions so far. One thing I’d like to comment on from personal experience is the percentage of customers you may lose in the process.
I’ve seen in 2 examples, one of my own shops and another shop I coach, that you may experience a drop in business sales and customers of 20-25%. Often it depends on the “face of the company”, does it change? If the service advisor remains and he/she is the person the customers have been used to communicating with, there may be very little adverse issues. If that person leaves, all bets are off. No matter how much you try to stay the course with what the previous owners were doing, things are perceived different. This is where you have to really be on your game to deliver exceptional customer service. And even then some customers will leave to try other options for service.
This is not meant to discourage you, just a realistic view to be aware of.
I hope this helps.
Randy
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Weekly, 30-minutes before we open (Tuesday). Sometimes it’s not enough time but then we take it in to the bays to finish up while the SA’s intake work for the day.
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CARS typically every other year.
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I agree with our assumption on the new dealership model. I have noticed service prices between the dealers and us is more price competitive. I agree with staggering shop labor rates. We use a $33hr for lof’s, $63hr for tire rotation, $75hr for tire mnt/dsmnt, $99 for diagnostics and maintenance services (flushes), $114hr repair with a labor matrix. I did this mainly to be more price competitive on shop-able services. We are still more expensive than dealers and franchise operations, and I’m ok with that. On the diagnostics, I wanted to be able to get the vehicle in using a lighter diagnostic charge. We also do use our General Service tech to help control cost on services.
