October '20

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46 • RV PRO • October 2020 rv-pro.com good reason to shop elsewhere. That's why Repair Event Cycle Time (RECT) is so important. Having a strong service operation will, without question, help you sell more RVs. RV PRO: What things do you believe dealers most need to change to improve their operations? Reed: I would like to see dealers, owners, and general managers show a higher level of respect and support for their service and parts oper- ation. We need a higher level of support and respect for technicians. Technicians work hard and have tough jobs. Leaders need to under- stand that service advisors normally are not talking to someone who's having a great day. Leaders need to commit to training these employees properly. When we train tech- nicians to take better care of customers, everybody benefits. So, No. 1, show respect for the service and parts per- sonnel; No. 2, make sure they're supported properly with a good training program; and No. 3, make sure they're properly compensated. RV PRO: What are the top challenges DealerPRO helps dealers with? Reed: One of the biggest challenges that RV dealers struggle with is employee productivity. I'm referring to the technicians and their ser vice advisors. It's not uncommon to go into an RV dealership and see technicians performing at 60 percent of their ability. Our goal is to get them up to 100 percent or higher. We do that in several ways. We train service advisors. A trained service advisor can write and dispatch a pro- f e s s i o n a l l y w r i t t e n w o rk order for technicians and can present that order to customers. While employee productivity is the biggest challenge, it is also the big- gest opportunity for profit improvement. If you can take a technician who is at 60 percent productivity and get him to 90 percent, you will see a 30 percent increase in business. RV dealers also go through a vicious cycle year after year d u r i n g t h e s o - c a l l e d RV season. During peak RV Above: Thanks to his successful track record in the auto and RV industries, Don Reed is an in-demand speaker. He is pictured here talking to a classroom of dealer attendees at NTP-STAG's RV University in 2017. Left: Reed talks with students following a seminar. Reed says his primary message for RV dealers to become more efficient and more profitable in the area of fixed operations is to show respect for service and parts personnel, make sure they're supported properly with a good training program, and make sure they're properly compensated.

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