July '20

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120 • RV PRO • July 2020 rv-pro.com RV I N S I G H T Time to 'Reboot' Your Fixed Ops Now is the perfect time for dealerships to break with past bad habits and improve their fixed operations. T o say we have been through some chal- lenging times these past few months would be an understatement for many dealers and vendors, including DealerPRO RV. It is, however, a good time for everyone to sit back and take a hard look at your individual operations to look for opportunities in growing our business, as well as how to provide a higher level of service to your service customers. Here at DealerPRO RV, we call this a Reboot. Make Safety a Priority Begin your Reboot by preparing to address this coronavirus scare head-on by investing a few hundred dollars in a spray gun and chem- icals that will sanitize and disinfect the entire interior of any RV. Secondly, add this service to your website, along with all of your safety protocols, in a prominent spot to let your customers know you are doing everything possible to keep them safe when they come to your dealership for sales and service. (Examples can include having staff use masks and gloves, enforcing social distancing, making sure all RVs are sanitized after every showing, ensure all used RVs are sanitized prior to showing, and sanitizing the customer waiting area multiple times daily.) Next, prepare service flyers with "specials" listed, such as appliance checks, roof inspection, road-ready checkup, generator service, multi- point mechanical inspection, disinfecting and sanitizing service, etc. DealerPRO has dealers who are charging anywhere from $79.95 to $179.95, depending on RV size, for the sani- tizing service. Still others are including it with every service and or repair at no charge. What a great opportunity to build some goodwill and instill some customer loyalty to your dealership. Evaluating the Fixed Ops Teams' Performance Now is also a good time to evaluate your service advisors past performance. What are Social distancing has become a very big deal and most likely will be with us for the foreseeable future, so you should be training your entire staff on the four ways to start communicating with your customers: in-person, on the phone, emails and texting. Recent research shows that "texting" is more efficient than emails or voicemails in terms of customer response times and open rates, so make that a requirement going forward in communicating with your customers. By Don Reed Don Reed is the CEO DealerPRO Training Solutions based in Gahanna, Ohio. For more information, visit www. dealerprotraining.com or call 888-553-0100.

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