Don Tipton - DealersEdge

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Looking at it from a customer’s perspective: How should the customer be handled from the start of the transaction to the end of the transaction every time by every Service Advisor Most Service Department’s start every day without a plan. <strong>Don</strong>’t leave it chance! Design a procedure that clearly defines every step of the customer handling process This becomes the (your) way of doing business at Hometown Motors Train…Train…Train Coach…Coach…Coach Review Performance at least quarterly “The magic formula that successful businesses have discovered is to treat customers like guest and employees like people” Tom Peters don@dtcretailconsulting.com 16
Set a “drop-down” rate to kick in just before the model year sweet spot Standard diagnostic charge (check engine light) MUST create a positive perception. GET THEM ON-SITE!!! Alternative parts pricing. Give options not ultimatums. ◦ New & Aftermarket ◦ 2-price quote policy after three model years Established, written pricing policy to ensure consistency Good, Better & Best options ◦ Tires ◦ Maintenance package On Demand Gift Certificate Train the Staff don@dtcretailconsulting.com 17
Page 1 and 2: A Business Plan For Your Service De
Page 3 and 4: Don Tipton Don is a Speaker, Traine
Page 5 and 6: Priorities were Minimize the damag
Page 7 and 8: The competition was paying attentio
Page 9 and 10: Structure ◦ What it takes to get
Page 11 and 12: Set a net profit objective ◦ Brea
Page 13 and 14: Do you need more customers or can y
Page 15: Quick Service ◦ To be competitive
Page 19 and 20: Within Your Data Base - determine h
Page 21 and 22: ◦ Market that you service most ma
Page 23 and 24: “If your customer repair order co
Page 25 and 26: “Wishing you a safe and successfu

Don Tipton - DealersEdge

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