September '18

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152 • RV PRO • September 2018 rv-pro.com B U S I N E S S R ecently, one of our fixed operations spe- cialists spent two days at an RV dealer- ship performing a courtesy performance evaluation of their service and parts operations, at the request of the dealer. Once the evaluation was complete, we held a review meeting with the dealer and his man- agement team to identify "opportunities for improvement" in the dealership's service and parts processes, strategies, compensation plans, marketing and management practices. Once the opportunities for improvement were identified, we then explained what changes needed to be made to improve employee productivity and overall department performance with a profit improvement plan. Next, given that we are a fixed operations training company, we obviously presented a cus- tomized training plan for the dealership's fixed operations team. As with any good sales presen- tation, we saved the best for last and outlined the dealer's training investment. The dealer responded with: "Thank you very much for your comprehensive analysis, but our service operations are not broke, and we are prof- itable, so we don't really see the need for outside training. We can make these changes ourselves and we don't need to spend the money for training." Given that fixed operations accounts for about half of a dealer's net profits, it only makes sense that dealers devote half their time and efforts to support their fixed operations team, including the service techs whose work keeps RVers happy. By Don Reed Don Reed is the founder and CEO of DealerPRO RV Training in Gahanna, Ohio. With 26 years of success in all departments of a dealership, Reed's training has the ability to transform service advisors into skilled service salespeople and service managers into proven leaders. For more information, call 888-553-0100 or visit www.dealerpro training.com If It Ain't Broke – Break it! Don't settle for things as they are when it comes to your dealership's fixed operations. Instead, put strategies in place to become a top performer.

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