September '15

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rv-pro.com September 2015 • RV PRo • 61 On the other hand, if your shop produc- tivity is below 100 percent, you have to ask yourself one question: Why? Tell your ser- vice director to prepare a 24-month trend analysis of your customer pay repair order count month by month. Based upon that, determine if your traffic is going up, down, or flat lining. The only good answer is up. If your traffic is going down, you can assume that your customers don't like doing business with your fixed operations team and prefer to go elsewhere. Plant your man- agement team at the service reception desk during the busy hours to observe how your customers are being received. Have them observe the delivery process of the RV back to your customers to ensure the customers are given a clear and precise presentation on the repairs or services performed. Low productivity is a direct result of a lack of selling and/ or advising by your advisors, as well as your techs. Advisors who are not properly trained how to effec- tively communicate with their customers through feature/ benefit presentations on coach maintenance and repairs will not sell enough hours to maximize technician productivity. Technicians will not inspect 100 percent of vehicles serviced when they believe their advisors won't sell the work. This, of course, is another reason why your advisors should not be servicing more than 12 customers per day. Remember this: All of your technicians have the ability to produce more hours and will do so when they have confidence in their advisor's ability to sell the work. Starting today, why not focus on building gross profit by utilizing customer- driven processes that will exceed their expectations on every visit to your service department? In doing so, make sure you have the right number of employees at the right time to support your plans for growth in your operating income. Make sure everyone is continually trained on doing things right as well as doing the right things. Training your employees is the best investment you can make to enable your fixed operations team to reach your goal of 20 percent net to gross in your service department and 30 percent net to gross in your parts department.

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