November '19

Issue link: https://nbm.uberflip.com/i/1178716

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rv-pro.com November 2019 • RV PRO • 117 chasing a new RV while having theirs in for service. These first two functions are accomplished by providing service (see at left) to the customer (see at left). Along the way, the service department should also be a profit contributor to the company – not a profit drain. This is accom- plished by producing enough billable hours at a rate capable of paying reasonable (and controlled) expenses with enough left over to assist in covering the operating expense of the entire store. I'll use a term from the automotive industry, "fixed coverage" or "fixed absorption". Once all the bills are paid by the parts and service departments, all that "front-end" profit just falls to the bottom. It sure makes a body sleep better at night if you're the owner or GM. When I am on site, I typically spend quite bit of time analyzing how to improve the profit contribution of the parts and service departments. The main focus of increasing this contribution is improving customer service through the eye of the customer, which is all that really matters anyway. You see, it doesn't matter how good you think you are – it only matters how good they (the customers) think you are. Common Customer Complaints Here are some of the most common customer complaints that I encounter: • The customer is excited and getting everything ready for the first trip with his new RV, but discovers items requiring attention that should have been caught during the prep, such as: the refrigerator will not get cold, the slide is dam- aging the flooring when bringing it in, the water heater will not start on gas, there's a leak under the kitchen sink – you get the idea. Now, he must either put the trip on hold, try to convince the dealer to get it right in, or send a mobile technician (of course, assuming he purchased it in his hometown), or try to use it like it is if possible. • It takes weeks or even months to get an appointment to get the RV in for service, especially if the work needed is warranty. • Then, it takes weeks or even months to get the RV back from service. The service advisor always claims the hold-up is due to waiting on parts. • Never, ever is there a call from the service advisor to provide the customer with an update on the status of the repair to the RV. The customer is always put in a position Reach more RV Pros! EMAIL PRESS RELEASES TO: dmacneal@nbm.com (800) 669-0424 X 230 www.rv-pro.com Meet RV PRO's Digital Content Editor David MacNeal

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