Happy New Year to all. 2020 brings on many challenges and opportunities for the industry. The first, of course, is the drop in new truck sales. However, with a drop in new truck sales should come many opportunities in used trucks as supply vs. demand moves closer to some sort of equilibrium and in the fixed operations arena.
The service department continues to be a source of concern and opportunity for many dealerships. Finding technicians, producing repairs and communicating with customers, and parts availability all are major impacts on service profitability. Success in the service department is based on changing bad habits and instilling the good habits that lead to improved performance.
There are three main areas of habits to address. These are:
- Hours & Rate
- Customer Communication
- Workflow
Over the course of the next three weeks, KEA will share insight with you to address these three key areas to change habits and process. In many cases, the activities that are currently in place in a service department have been there for five, ten or more years. Changing a habit is difficult and the longer the activity has been in place, the harder it is to change
and stick.
