April '20

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rv-pro.com April 2020 • RV PRO • 25 Work through everyday dealership challenges with like-minded, non-competing peers in a Spader 20 Group. Under the guidance of a Spader facilitator who has been there as a business owner or manager, you'll learn best practices to apply to your dealership while utilizing detailed, proprietary reports and hard intelligence on group and industry trends. Find out why, for over 40 years, RV dealers consider their fellow members their virtual board of directors. REGISTER NOW AT spader.com/20-groups OR CALL (800) 772–3377 24-Hour Reporting Virtual Board of Directors Benchmark Against Leading Dealers UNIQUE BENEFITS Join a Spader 20 Group today. If business is taking you for a ride, grab a seat. T he service writer's authority includes the following five points: Authority No. 1: To define and implement procedures is necessary for a good service writer. However, just having the authority to implement a system is not enough. The general manager must also support and assist the service writer in establishing the proper procedures. Because this is an area that is by and large unfamiliar to many general managers, one must make the effort to get acquainted with a local car dealership. It is recommended that the general manager, service writer and bookkeeper all visit a well-es- tablished auto dealership where an effective service writing system is in place. Authority No. 2: To demand that all service personnel comply with billing procedures is not always easy. Many excel- lent technicians have an aversion to writing out descriptions of the service work they have completed. What the service techs need to understand is that a pencil can generate income almost as effectively as a wrench. The service tech who describes the problem and the steps taken to correct it makes it easier for the service writer to justify the bill to the customer and to charge appropriately for the work com- pleted. A sketchy or non-existent description makes it hard to hard to explain charges satisfactorily, and usually requires the service writer to waste time running down the tech. The general manager must support the authority granted to the service writer to insist that techs document their work. Authority No. 3: In challenging manufacturer warranty disclaimers, the service writer finds out if service procedures are failing to meet the manufacturers' requirements. If the service writer is submitting claims improperly, then the sit- uation should be remedied promptly. If the claims are being submitted properly, it is the service writer's responsibility to follow through and assure receipt of payment. The warranty on new products is a warranty from the manufacturer. There- fore, it is the company's responsibility to pay all prompt and valid claims submitted by the dealership. It is not fair for a dealership to insist on payment for warranty claims that are submitted "when the dealer gets around to them." Authority No. 4: Because the service writer is usually familiar with activities of the shop, this person should review all bills for supplies, etc. He or she should also question any charges or fees passed on to the customer that can be increased justifiably. Any recommended adjustments should be presented to the general manager for approval. Any questionable bills for supplies should be brought to the attention of the bookkeeper who pays them. Authority No. 5: Requesting assistance from the foreman probably should be at the top of the list. The position of service writer is primarily an administrative function; it is not a technical job. A service writer handles many of the routine administrative procedures of the shop. However, when spe- cific technical knowledge is required, the service writer must have the support of the shop foreman for assistance. The Service Writer's Authority

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