Blog

Getting to know your customers

I ran into this newspaper clipping from my grandfather's dealership. It made me think about some good old fashioned relationships.   I love the last paragraph in the article, “We do give our personal attention.” And the very last sentence states, “Which makes many satisfied customers because of this individual service.”   It seems our idea of business has changed,

Read More »

Prior Approval

Just about every dealership has had at least one of these. You may have had one this month, this week, or heck, even today! You're MAD because the claims that need PRIOR approval are usually the LARGE EXPENSIVE claims so you start looking for someone to blame, and here is the list of offenders: The warranty admin:  After all they should

Read More »

Cardiologist and the Technician

A technician was removing a cylinder head from the engine when he spotted a well-known cardiologist in his shop. The cardiologist was there waiting for the service manager to come and take a look at his car when the technician shouted across the garage, “Hey Doc, want to take a look at this?”   The cardiologist, a bit surprised walked

Read More »

Recalls and Time Punching

We get so many service managers that try to tell us, "don't worry about the time punch, it is a recall, the manufacturer has to pay it and they will never look at a recall in an audit." This is not true. In fact, time punching is even more crucial on a recall than a regular warranty repair. Vehicles that

Read More »

Items That Cause Costly Trend Issues

Today we are looking at those extra items that cause costly trend issues. There are small items that can really add up in parts cost per repair that you don't even realize are on a repair order.    Example 1: In one very well run dealership- I kept running into repairs with 16.00 adhesive charged out on at least 3

Read More »

Hiding Your Mistakes

“We can fix the tickets before the factory comes in. We don’t need the hassle of trying to fix every ticket now.” Joe service manager said.   I wrote this down as Joe said this because I almost couldn’t believe what I was hearing. But there it was, and I know there are others out there that feel the same

Read More »