September '15

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60 • RV PRo • September 2015 rv-pro.com no technical skills and no bad habits to overcome. Her customers love doing busi- ness with her, she loves her new job, and as you can imagine, the dealer is thrilled! Sounds like a pay raise for the dealer! OK, so how many customer service rep- resentatives do you need to employ? We use a guide of 12 customer repair orders per day per representative – customer pay and warranty, not including internal. If your advisors are working with more than 12 customers a day and you want to grow your gross profits then you will need to start planning for hiring another person – now! If you are successful in growing your traffic count and you keep the same number of advisors your sales per repair order will decline starting immediately, resulting in a decreasing gross profit even with more cus- tomers. Each advisor should have time to spend 15 minutes with each customer at the time of write-up and another 15 minutes at the time of delivery, so hire that additional advisor once your traffic begins to increase. Shop Productivity Goals Next, take a look at your shop produc- tivity. Our goal is 100 percent, meaning that your technicians produce 40 flat rate hours billed for every 40 clock hours worked. If your productivity is at 100 percent or above then you need to start recruiting additional techs, given that your advisors will stop selling once they believe the techs can't get the work completed. Do not wait until you reach 100 percent to start recruiting techs. When recruiting these techs, you will most likely need "C" skill level given that that skill level is where the majority of your sales growth opportunities are. Coach maintenance and light mechanical repairs is where the volume is and, of course, that is where the aftermarket thrives. " take a look at the individual performance of your fixed operations team — technicians, service advisors, service managers, parts managers, and warranty administrators – and then ask yourself this question: 'If I knew then what I know now would I hire this person?' " YOUR CUSTOMERS WILL BE WINTERIZING SOON! WITH A COMPLETE LINE OF CLEANERS AND PROTECTANTS, STOCK THE B.E.S.T.! St. Louis, MO (314)881-5810 www.propackpackaging.com

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