May '20

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rv-pro.com May 2020 • RV PRO • 77 Tracking Things on the Service Side For the service side of the business, your dealership needs a "service call log" that identifies several opportunities. However, first you need to identify who controls this log, and what information it provides, especially for your GMs, fixed operations directors and service and parts managers. Not all dealerships can employ a ser- vice receptionist, or what I call a "service coordinator". This topic is a little bit like the chicken and egg concept. Dealers sometimes say, "I can't afford another fixed operations' employee because my current personnel expense is too high." The reason your expense ratio could be too high is because your sales per employee is too low. Both are issues, right? Not to deviate from the service call log, but here is what is happening in a lot of dealership just like yours: • The service advisors handle every incoming phone call – regardless of whether it's for parts, service, a technical question, or an appoint- ment that needs to be made. And more importantly, customers are calling to get a status update on their RV in your service shop because, "No one has called me and I have left several messages for the service advisor to call me back!" • Due to handling these lengthy phone calls, the advisors are strug- gling to proactively text, email, or call customers, close out repair orders in a timely fashion, and go out with each customer to their RV during the "check-in/write-up pro- cess" to document customer con- cerns/complaints. When a service advisor struggles to find the time to complete the tasks just mentioned, you will experience lost revenue, customer dissatisfaction – and most likely – a service policy account that is out of control. So, back to the service log. If this doc- ument is designed and kept properly, it will tell you the following: • The number of service and parts calls coming into the dealership. LIMITED LIFETIME WARRANTY Safety cables are included Stowable on motorhome All steel 12,000 lb towing capacity Integrated tow brake Non-binding legs READYBRAKE.COM 620.365.7714 Includes patented Ready Brake supplemental brake system that's integrated into the head of the bar! Ask about our

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