Fixed Ops Magazine - 2020 Vol17 03 - 39

performed work will simultaneously lower the coveted

change this, but simply discussing ELR and hours per

hours-per-repair-order ratio.

RO while maintaining no real incoming time controls
will not help you to achieve your goals.

ELR improvements are often minimally linked to actual
labor-rate changes, which makes the aforementioned

No appointment necessary is an awesome convenience

processes critical to truly improving ELR. Additionally,

that needs to be monitored very closely by manage-

when we have time to educate our customer base at

ment, and management needs to intently monitor pen-

vehicle reception, we can re-educate
them about prior service declines. The
engendering of trust and the perception of importance are massively improved amongst customers when we
can say the same thing twice and personalize the check-in process for them
with this caring service reminder. This is
another ELR enhancer.
The gain on the side of monitoring labor
hours in the shop is achieved through
allowing technicians to help themselves. If we schedule them for eight
or nine hours worth of incoming work
on a daily basis, they figuratively become like lions at the zoo; they forget
how to hunt and wait for you to throw
a steak over the fence, often complaining that the steak isn't good enough for
them. They need to hone their skills by
having time to find some of their own
work, thus improving their productivity
through high-production labor hours.
In turn, this also brings up the ELR.
Both of these simple, core-level examples give your stores a chance to
change their culture of work mix. Work
mix dictates so many things in dealerships. Repair-heavy dealerships often
struggle to be productive because of
the nature of those heavier repairs.
Dealerships that are heavy on entrylevel maintenance often fall into a vicious cycle of hustling customers in
and out. If scheduling skills are taught
and maintained, you have a chance to

MAY JUNE 2020 || FIXED OPS MAGAZINE

39


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Fixed Ops Magazine - 2020 Vol17 03

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

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