Fixed Ops Magazine - 2020 Vol17 02 - 48

maximizing the money they spend while
minimizing the amount of thinking you
have to do. Think about a restaurant,
they don't force you to ask a bunch of
questions about what you should buy,
how much it will cost, and how long it
will take to arrive. They create a visual
aid and present it to you, while making
a few suggestions to help you arrive at
the best decision for you and your family. The visual aid, or menu, contains 10
or 15 items or less, and in little time the
waiter or waitress can memorize and become reflexively familiar with the offerings and respond to questions without
using precious critical thinking skills that
diminish as the day goes on. This exact
same process can be used with a service menu that you present every single
time you interact with the customer at
the dealership. It effectively enables you
to consistently offer important maintenance services along with needed repairs on customers vehicles, providing
a trouble-free and enjoyable vehicle to
drive and simultaneously increasing your
dollars and hours per RO along with your
ELR. There is a secondary benefit to this
method that you may not have considered. A major roadblock to the goal of
running a primarily automated day is the
frequency of guests arriving with unexpected problems that you hadn't accounted for or planned for. If you proactively get customers taking better care of
their cars, they break less often, but visit
you more often! Your automated process
allows you to steadily make more money
while coaching customers to take better care of their cars while reducing their
unscheduled visits, as well as their stress
and anxiety when they do come into the
dealership.  It allows you to take control
of your daily appointment schedule in
advance and reduce the common issue
of the majority of your customers arriving in a rush at the beginning of the day,
with a lull mid-to-late afternoon.
 
Next, practice and get comfortable using a walk-around. The reason isn't just
because it is what your manager and the
manufacturer is telling you to do, it is because the walk around gives you a chance
to get through the small talk with your

48

YOUR AUTOMATED PROCESS ALLOWS YOU TO
STEADILY MAKE MORE MONEY WHILE COACHING
CUSTOMERS TO TAKE BETTER CARE OF THEIR CARS
WHILE REDUCING THEIR UNSCHEDULED VISITS, AS
WELL AS THEIR STRESS AND ANXIETY WHEN THEY
DO COME INTO THE DEALERSHIP.



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

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