Let's Talk About the Polls in Fixed Ops

In the past few weeks you have seen me ask some challenging questions and push the general mentality. I have placed some poll questions and have gotten some very interesting results.

I asked questions like:

• Are you scheduling appointments for basic maintenance weeks out or are walk-ins acceptable?
• Are you using tablet checks-ins or just going straight back to the DMS?
• Is there a process in place for your CSI to be in peak performance?
• Does your customers perspective matter?

What we found out was that everyone is all over the place and that is not always a good thing.

You need a solid plan, your people need that plan to be communicated to them and they need to be trained on the plan.

It is not okay to just have sales be the driving force that places your financials in a net positions. Sales truly should be the icing on the cake and you should be placing training, processes, plans and efforts on your fixed operations reaching 100% absorption!

Your customers need to stop getting better service from Jiffy Lube after they purchase their vehicle.

You need to have the greatest technology and experience to go along with the door rate that you deserve to charge.

Your CSI needs to be so high that you are not only taking care of the customer, but your new car incentive money is maxed out.

You need to also have the right staffing in place to understand that the customers perspective does matter, the employee experience does matter and the full customer experience will be amazing.

Lets get your fixed operations department operating at its premium, your employees to be the happiest you have seen them, your customers to be excited to come get their vehicle serviced and your profits higher then ever before.

Message me with any questions... I would love to help!