Fixed Ops Magazine - 2020 Vol17 03 - 36

F EAT U RE

TIME IS M ON E Y !
The Importance of Scheduling in ELR Improvement

A

s a retail employee for more than 27 years, and
now as a training coach in the automotive repair industry for nearly six years, I have come

to realize that many dealers often fail more than they
succeed in the pursuit of improvement. This typically
stems from pursuing a desired result without fixing the
foundation of the problem. Think about how often we
express a desire to improve our education of customer
needs - or upsells - and our effective labor rate! General
managers, owners and service managers alike all want
this. So, instantly we request our advisors to sell more,
and we raise our labor rates hoping we can generate
that improved average we desire. Yet, we all know this
fails 95 percent of the time.
Let's back up and explore the causes of many failures
in sales and ELR. The first step is to realize that some
of the processes that create the capability to do the
necessary things are likely weak. How many of us want
that great upsell process that generates the incremental revenue that is so important to our service depart-

and beginning of a good service repair order. A service

ments? The answer is all of us! How many of us have

schedule exists for two reasons, not just to know who is

urged staff to perform quality visit preparation when-

coming. The best practice is to schedule work on a time-

ever possible, to execute exceptional check-ins with

and-time basis. More specifically, this refers to the time

superb walk-around inspections and upsell the needed

of arrival, and amount of time the customer is buying.

items? Again, the answer is all of us!
Again, the first time to consider is the time the cusIf this is not necessarily the strongest feature of your

tomer is arriving at the dealership. This is the critical

dealership, you should look first at how you schedule

first step that gives your advisor staff the chance to do

work. The schedule we use at our dealerships is the core

the right thing at vehicle reception. If you currently use

36



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
Fixed Ops Magazine - 2020 Vol17 03 - 2
Fixed Ops Magazine - 2020 Vol17 03 - 3
Fixed Ops Magazine - 2020 Vol17 03 - 4
Fixed Ops Magazine - 2020 Vol17 03 - 5
Fixed Ops Magazine - 2020 Vol17 03 - 6
Fixed Ops Magazine - 2020 Vol17 03 - 7
Fixed Ops Magazine - 2020 Vol17 03 - 8
Fixed Ops Magazine - 2020 Vol17 03 - 9
Fixed Ops Magazine - 2020 Vol17 03 - 10
Fixed Ops Magazine - 2020 Vol17 03 - 11
Fixed Ops Magazine - 2020 Vol17 03 - 12
Fixed Ops Magazine - 2020 Vol17 03 - 13
Fixed Ops Magazine - 2020 Vol17 03 - 14
Fixed Ops Magazine - 2020 Vol17 03 - 15
Fixed Ops Magazine - 2020 Vol17 03 - 16
Fixed Ops Magazine - 2020 Vol17 03 - 17
Fixed Ops Magazine - 2020 Vol17 03 - 18
Fixed Ops Magazine - 2020 Vol17 03 - 19
Fixed Ops Magazine - 2020 Vol17 03 - 20
Fixed Ops Magazine - 2020 Vol17 03 - 21
Fixed Ops Magazine - 2020 Vol17 03 - 22
Fixed Ops Magazine - 2020 Vol17 03 - 23
Fixed Ops Magazine - 2020 Vol17 03 - 24
Fixed Ops Magazine - 2020 Vol17 03 - 25
Fixed Ops Magazine - 2020 Vol17 03 - 26
Fixed Ops Magazine - 2020 Vol17 03 - 27
Fixed Ops Magazine - 2020 Vol17 03 - 28
Fixed Ops Magazine - 2020 Vol17 03 - 29
Fixed Ops Magazine - 2020 Vol17 03 - 30
Fixed Ops Magazine - 2020 Vol17 03 - 31
Fixed Ops Magazine - 2020 Vol17 03 - 32
Fixed Ops Magazine - 2020 Vol17 03 - 33
Fixed Ops Magazine - 2020 Vol17 03 - 34
Fixed Ops Magazine - 2020 Vol17 03 - 35
Fixed Ops Magazine - 2020 Vol17 03 - 36
Fixed Ops Magazine - 2020 Vol17 03 - 37
Fixed Ops Magazine - 2020 Vol17 03 - 38
Fixed Ops Magazine - 2020 Vol17 03 - 39
Fixed Ops Magazine - 2020 Vol17 03 - 40
Fixed Ops Magazine - 2020 Vol17 03 - 41
Fixed Ops Magazine - 2020 Vol17 03 - 42
Fixed Ops Magazine - 2020 Vol17 03 - 43
Fixed Ops Magazine - 2020 Vol17 03 - 44
Fixed Ops Magazine - 2020 Vol17 03 - 45
Fixed Ops Magazine - 2020 Vol17 03 - 46
Fixed Ops Magazine - 2020 Vol17 03 - 47
Fixed Ops Magazine - 2020 Vol17 03 - 48
Fixed Ops Magazine - 2020 Vol17 03 - 49
Fixed Ops Magazine - 2020 Vol17 03 - 50
Fixed Ops Magazine - 2020 Vol17 03 - 51
Fixed Ops Magazine - 2020 Vol17 03 - 52
Fixed Ops Magazine - 2020 Vol17 03 - 53
Fixed Ops Magazine - 2020 Vol17 03 - 54
Fixed Ops Magazine - 2020 Vol17 03 - 55
Fixed Ops Magazine - 2020 Vol17 03 - 56
Fixed Ops Magazine - 2020 Vol17 03 - 57
Fixed Ops Magazine - 2020 Vol17 03 - 58
Fixed Ops Magazine - 2020 Vol17 03 - 59
Fixed Ops Magazine - 2020 Vol17 03 - 60
Fixed Ops Magazine - 2020 Vol17 03 - 61
Fixed Ops Magazine - 2020 Vol17 03 - 62
Fixed Ops Magazine - 2020 Vol17 03 - 63
Fixed Ops Magazine - 2020 Vol17 03 - 64
Fixed Ops Magazine - 2020 Vol17 03 - 65
Fixed Ops Magazine - 2020 Vol17 03 - 66
Fixed Ops Magazine - 2020 Vol17 03 - 67
Fixed Ops Magazine - 2020 Vol17 03 - 68
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No3/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No2A/
https://www.nxtbookmedia.com