Fixed Ops Magazine - 2021 Vol18 02 - 61

do you see lags in productivity?
When do you see upswings? For
example, can you correlate those
ups and downs to particular marketing campaigns? 
Consider if you have a time-of-day
problem.  Are your bays open until
7 but the last appointment is usually set for 6? This could indicate that
Service Advisors are reluctant to
schedule late-day services. Could it
be because they want to go home
earlier even though you have the
capacity to stay later?  
Declined services could also be
cutting into your revenue. Pull Declined Service Reports for the last
month, 6 months, and a year. High
numbers can indicate that either
your customer follow-up is poor or
staff is wearing multiple hats and
they do not have the time to conduct proper follow-up. 
Once you calculate how much work
you can handle in a day, then you
can set realistic goals and put strategies in place to meet them.
2.	Eliminate Roadblocks. 
The biggest roadblocks I see to
consistent business development
are lack of time, lack of accountability, and lack of measurement.  Few
Service Advisors have the sales skill
set or time availability to do consistent outbound business development. They are dealing with ringing
phones, customers in front of them, and questions
from techs. The best they can do is handle those inbound calls. That leaves hundreds, maybe even thousands, of outbound call opportunities going to waste.
Few dealers even know how many follow-up Service Department customers are in the CRM because
there is no process in place to aggregate and easily pull call lists.  No time and no process results in
no accountability. Sure, you give a Service Advisor a

MARCH APRIL 2021 || FIXED OPS MAGAZINE

printed list of names to call each day. Do you know
if they make the calls? Are there any repercussions if
they do not make the calls? 
Finally, why even add the burden of outbound calls
if you do not have a good way to measure results?
Without measurement, you are spinning your wheels
and asking staff to perform tasks for which they are
under-equipped. This wastes energy and frustrates
your staff. 

61



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Fixed Ops Magazine - 2021 Vol18 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 02

Fixed Ops Magazine - 2021 Vol18 02 - 1
Fixed Ops Magazine - 2021 Vol18 02 - 2
Fixed Ops Magazine - 2021 Vol18 02 - 3
Fixed Ops Magazine - 2021 Vol18 02 - 4
Fixed Ops Magazine - 2021 Vol18 02 - 5
Fixed Ops Magazine - 2021 Vol18 02 - 6
Fixed Ops Magazine - 2021 Vol18 02 - 7
Fixed Ops Magazine - 2021 Vol18 02 - 8
Fixed Ops Magazine - 2021 Vol18 02 - 9
Fixed Ops Magazine - 2021 Vol18 02 - 10
Fixed Ops Magazine - 2021 Vol18 02 - 11
Fixed Ops Magazine - 2021 Vol18 02 - 12
Fixed Ops Magazine - 2021 Vol18 02 - 13
Fixed Ops Magazine - 2021 Vol18 02 - 14
Fixed Ops Magazine - 2021 Vol18 02 - 15
Fixed Ops Magazine - 2021 Vol18 02 - 16
Fixed Ops Magazine - 2021 Vol18 02 - 17
Fixed Ops Magazine - 2021 Vol18 02 - 18
Fixed Ops Magazine - 2021 Vol18 02 - 19
Fixed Ops Magazine - 2021 Vol18 02 - 20
Fixed Ops Magazine - 2021 Vol18 02 - 21
Fixed Ops Magazine - 2021 Vol18 02 - 22
Fixed Ops Magazine - 2021 Vol18 02 - 23
Fixed Ops Magazine - 2021 Vol18 02 - 24
Fixed Ops Magazine - 2021 Vol18 02 - 25
Fixed Ops Magazine - 2021 Vol18 02 - 26
Fixed Ops Magazine - 2021 Vol18 02 - 27
Fixed Ops Magazine - 2021 Vol18 02 - 28
Fixed Ops Magazine - 2021 Vol18 02 - 29
Fixed Ops Magazine - 2021 Vol18 02 - 30
Fixed Ops Magazine - 2021 Vol18 02 - 31
Fixed Ops Magazine - 2021 Vol18 02 - 32
Fixed Ops Magazine - 2021 Vol18 02 - 33
Fixed Ops Magazine - 2021 Vol18 02 - 34
Fixed Ops Magazine - 2021 Vol18 02 - 35
Fixed Ops Magazine - 2021 Vol18 02 - 36
Fixed Ops Magazine - 2021 Vol18 02 - 37
Fixed Ops Magazine - 2021 Vol18 02 - 38
Fixed Ops Magazine - 2021 Vol18 02 - 39
Fixed Ops Magazine - 2021 Vol18 02 - 40
Fixed Ops Magazine - 2021 Vol18 02 - 41
Fixed Ops Magazine - 2021 Vol18 02 - 42
Fixed Ops Magazine - 2021 Vol18 02 - 43
Fixed Ops Magazine - 2021 Vol18 02 - 44
Fixed Ops Magazine - 2021 Vol18 02 - 45
Fixed Ops Magazine - 2021 Vol18 02 - 46
Fixed Ops Magazine - 2021 Vol18 02 - 47
Fixed Ops Magazine - 2021 Vol18 02 - 48
Fixed Ops Magazine - 2021 Vol18 02 - 49
Fixed Ops Magazine - 2021 Vol18 02 - 50
Fixed Ops Magazine - 2021 Vol18 02 - 51
Fixed Ops Magazine - 2021 Vol18 02 - 52
Fixed Ops Magazine - 2021 Vol18 02 - 53
Fixed Ops Magazine - 2021 Vol18 02 - 54
Fixed Ops Magazine - 2021 Vol18 02 - 55
Fixed Ops Magazine - 2021 Vol18 02 - 56
Fixed Ops Magazine - 2021 Vol18 02 - 57
Fixed Ops Magazine - 2021 Vol18 02 - 58
Fixed Ops Magazine - 2021 Vol18 02 - 59
Fixed Ops Magazine - 2021 Vol18 02 - 60
Fixed Ops Magazine - 2021 Vol18 02 - 61
Fixed Ops Magazine - 2021 Vol18 02 - 62
Fixed Ops Magazine - 2021 Vol18 02 - 63
Fixed Ops Magazine - 2021 Vol18 02 - 64
Fixed Ops Magazine - 2021 Vol18 02 - 65
Fixed Ops Magazine - 2021 Vol18 02 - 66
Fixed Ops Magazine - 2021 Vol18 02 - 67
Fixed Ops Magazine - 2021 Vol18 02 - 68
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-5a
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https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-3
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2024-vol-21-2
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https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol20-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol-20-3
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol-20-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2023-vol20-01
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol-19-6
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-03
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol19-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2022-vol-19-1
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-06
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol18No05
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-04
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-03
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-02
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-01
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
https://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No3/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No2A/
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