How To Make A Better Service Department

Get More Out of Your Techs

​Since your service employees hold so much value in the overall success of your business organisation, it's important that they operate at a high level of functioning.

​With the assistance of dealership expert Bob Clements, hither are 4 tips for keeping your employees more than efficient and profitable.

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1. Anyone in your dealership should be able to answer questions

We all accept that "go-to" person at work that seems to know the reply to every question.  But what happens if that person is busy, or on vacation?  You've just lost valuable time pulling someone else away from their task who might know the answer, and y'all've created poor customer service past making people look.

In guild to help make all of your employees knowledgeable in the optics of your customers and foreclose having to pull employees away from their assigned duties, you need to record detailed information in your dealer management system.

Turn your software into a "go-to" person

​The job of your software is to be that "go-to" person in your dealership, then make the about of this valuable tool.

​Whatever employee should be able to look up customer records and answer questions regarding sales orders, service work, and other pertinent information.

The more data yous have in your organization, the more fourth dimension all of your employees volition have to perform tasks that make your dealership assisting.

two. Do not permit your technicians await upwardly or pull their own parts

This is an surface area where many dealerships need comeback.  Clements makes it a dominion that service technicians practice not look upwards or pull their own parts.

The more time they are abroad from their service bays, the less billable fourth dimension they are producing.

You demand to have your service manager or some other employee in place who does all of the parts handling for your techs.

A good system is to have a workstation dorsum in your service bays so techs have the ability to create invoices and pick tickets from their working expanse for the advisable person to retrieve.

This too helps keep your inventory quantities more accurate because there's a direct process for taking parts out of inventory and recording the data.

Smaller dealers should add a 2d parts location by the service techs

Nosotros do sympathise that some smaller dealerships don't have the resources to assign a detail employee to this specific task.

In this case, Clements recommends that you lot create a 2d parts location correct next to your service techs and deport inventory counts for those parts on a weekly ground so the numbers are authentic, and your techs always have the supplies they need.

3. Proceed your techs operating with an 85% recovery time or higher

Clements states that in order for your technicians to be profitable, they must operate with an 85% recovery time or higher.

He measures recovery fourth dimension as paid fourth dimension vs. billable time for an 8 hour workday.

A intermission even recovery rate is 75%. If yous aren't at 75%, you are losing money.

Clements has seen techs at dealerships work at a 130% recovery charge per unit, so prepare your goals high.

Your dealer management software tin assist you hands monitor these rates if information technology includes a technician time clock.

By having your techs punch in and dial out on piece of work orders, you can easily compile data that will let you know the recovery times of each individual tech besides as your entire team.

4. Reduce the amount of non-billable activities for your technicians

The money generated by your service department is based primarily off the billable work of your technicians. Nix tin can be more detrimental to your tech efficiency than having them get sucked into performing tasks they aren't being billed for such every bit unloading trucks, answering phones, driving stock-still equipment out of the work expanse, mowing the lawn, etc.

Hire someone to practise your odd jobs during your decorated flavour on a role-time basis.

You could look for high school students, good customers that are knowledgeable most your business concern, retired people, or someone who is just looking for a couple hours of work per twenty-four hour period.

The extra money generated from your techs turning wrenches as opposed to doing these odd jobs should justify the cost of hiring someone to exercise decorated work.

Source: https://www.idealcomputersystems.com/blog/4-tips-to-make-your-service-employees-more-efficient-profitable

Posted by: jacksonrien1947.blogspot.com

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