Don Tipton - DealersEdge

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First, do the research. What does your customer traffic look like? Customer repair order count up? #1 Indicator!!! $$$ per repair order up? ◦ Perform a repair order analysis 200 consecutive customer repair orders Determine # vehicles serviced by model year Determine effective labor rate by model year Determine effective rate by work type Competitive, Maintenance, Repair How’s that grid working for you? Determine hours sold per repair order by model year Total repair order value by model year Where is the model year traffic “fall-off” by RO count? ◦ Two years before the model year fall-off is the marketing “sweet-spot” “When you want to win a game you have to teach. When you lose a game you have to learn” Tom Landry don@dtcretailconsulting.com 8
Structure ◦ What it takes to get it done (hit objective) ◦ Control the environment; staff, pay plans Process ◦ How to get it done ◦ Consistent approach to customer handling ◦ Create a “memorable” experience not just a “functional” experience for the customer Marketing ◦ Change the customer’s perception ◦ Challenge is to… “get them on-site” “Failing to plan is planning to fail” Alan Lakein don@dtcretailconsulting.com 9
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: The competition was paying attentio
Page 11 and 12: Set a net profit objective ◦ Brea
Page 13 and 14: Do you need more customers or can y
Page 15 and 16: Quick Service ◦ To be competitive
Page 17 and 18: Set a “drop-down” rate to kick
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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