1. 10 Best Ideas for Improving Service Department Gross Profit
presented by
Sheila Woolsey, President/CEO Woolsey Performance Experts, Inc

2. Best Idea #1 Be a Good Coach!
Observe employees in action and provide feedback daily
Start with positive recognition and say something nice
Redirect behavior and offer suggestions for improvement
Consistency in behavior = consistent results
©2008 Woolsey Performance Experts, Inc

3. Best Idea #2 Hold Employees Accountable!
Set clear expectations for process steps and work procedures
Do not accept mediocrity, shortcuts, or excuses
Monitor consistent performance through observation
Set performance goals and measure results weekly
©2008 Woolsey Performance Experts, Inc

4. Best Idea #3 Maintain High ESI!
Meet often with employees for updates and buy-in to process changes
Solicit suggestions for improvements geared toward increased profits
Recognize and reward outstanding performance
Measure employee satisfaction levels through surveys periodically
©2008 Woolsey Performance Experts, Inc

5. Best Idea #4 Get More Customers in the Door!
Create a marketing plan that includes promotions that drive labor and parts sales
Use the internet, , and customer events to promote—not just discounts
Track all promotions to determine ROI
Solicit customer feedback about promotions
©2008 Woolsey Performance Experts, Inc

6. Best Idea #5 Maintain High CSI!
Know your customers and build strong relationships
Truly provide good service—ensure all customer’s needs are met every time
Sell with long-term relationships in mind—not just all you can get today
Communicate with customers and ask for suggestions to improve
©2008 Woolsey Performance Experts, Inc

7. Best Idea #6 Implement a Quality Service Advisor Walk-around!
Create a process that focuses on taking care of customers’ needs every time
Do not delegate this process to porters—it is not for damage only
Discuss maintenance needs with every customer—no exceptions
Point out additional items such as tires, alignment, wipers, PDR, detailing, etc.
©2008 Woolsey Performance Experts, Inc

8. Best Idea #7 Make Good Reservations!
Set up a system to schedule by hours to maximize shop load and work mix
Ensure the use of vehicle history during call to pre-sell maintenance
Discuss last service and any work previously recommended
Set the customers’ expectations about arrival times and walk-around process
©2008 Woolsey Performance Experts, Inc

9. Best Idea #8 Train the Reservation Makers!
Ensure you have qualified people with good customer handling skills
Provide the knowledge necessary for scheduling by hours to load the shop
Train your people using role-plays and call scripts periodically
Observe and provide feedback daily
©2008 Woolsey Performance Experts, Inc

10. Best Idea #9 Maintain High Shop Efficiency!
Record accurate technician time
Use the information to measure income generated by technician and work stall
Set technician performance goals and measure weekly
Use performance information to identify improvement actions
©2008 Woolsey Performance Experts, Inc

11. Best Idea #10 Monitor Technician Work Habits!
Set clear expectations for things like arrival times, RO stories, working together as a team, etc.
Ensure shop managers are acting as “leaders”
Hold weekly shop meetings to provide encouragement and minimize conflict
Observe and provide feedback daily
©2008 Woolsey Performance Experts, Inc

12. 10 Best Ideas for Improving Service Department Gross Profit
presented by
Sheila Woolsey, President/CEO Woolsey Performance Experts, Inc
Thank you for listening!