July '20

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rv-pro.com July 2020 • RV PRO • 121 their strengths and weaknesses? Do they need additional training to eliminate their weaknesses? Are they properly compensated and motivated to improve your service operation and exceed your customers' expectations ... or are you going to continue to tolerate their inability to reduce repair cycle times while technicians are performing at 50 percent of capacity? (That sounds a lot like last year, doesn't it?) Most of your advisors and your technicians are "really good people" with some "really bad habits!" Do a Reboot and give them the support they need. Social distancing has become a very big deal and most likely will be with us for the foresee- able future, so what can you do to make this con- cept an integral part or your operation? For starters, you can begin by training your entire staff on the four ways to start commu- nicating with your cus- tomers: 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 require- ment going forward in communicating with your customers. In fact, it sounds like it should become company policy. In addition, more a n d m o re c u s t o m e r s would prefer a pick-up and delivery service or mobile repair service as opposed to coming into a dealership. There are numerous dealers who have been doing this for years while maintaining very profitable service operations. Both of these services are very ben- eficial for dealers who have limited parking and storage, as well as improving their inventory turn on special order parts. Focus on Key Performance Metrics Everything I've reviewed thus far will separate your dealership from the competition and keep your customers coming back for the long term. Now I would like to focus on the key performance Do your current pay plans motivate your technicians to improve their productivity performance? If they are compensated at an hourly rate for each hour worked or a weekly salary, then the answer is an emphatic No. The simple rule is to Compensate to Motivate. REBOOT Turning your Service Drive back "ON" requires more than a flip of a switch ... 60% OFF JULY 1 THROUGH 31 ST 3 DAYS IN DEALERSHIP DealerPRO's turnkey Training Plan for revving up service traffic and sales, while implementing customer-driven processes in service and parts. To learn more about the training program, go to: rvdealerprotraining.com/reboot or Call 888.553.0100 TM FIXED OPS Reach more RV Pros! EMAIL ADVERTISING INQUIRIES TO: abowe@nbm.com (800) 669-0424 ext. 232 Meet RV PRO's Meet RV PRO's Media Media Consultant Consultant Anthony Anthony Bowe Bowe www.rv-pro.com

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