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Service Advisor Tools

Service Advisor Tools | Automotive News | Scoop.it

Your Service Advisor is a truly critical part of the service team.

 

The SA is the main point of contact with your customers and is responsible for building trust and confidence with your customers.

 

Service Advisors will play a key role in guiding your customers toward the best decisions in servicing and repairing their vehicle. In this role the Service Advisor will also be in charge of ensuring that your shop remains profitable. In order to accomplish these things, it is very important that they have the right tools available to do their job. Here is a list of some of the most important tools that they will need:

Brendan Duffy's insight:

You wouldn't have a Technician working on a car without the right tools would you? This is a pretty good list of the tools your Service Advisor should have available to be competent and competitive.

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5 Reasons Why You Don't Sell More Loaded Shocks and Struts - Auto Pro Jobs

5 Reasons Why You Don't Sell More Loaded Shocks and Struts - Auto Pro Jobs | Automotive News | Scoop.it
1. You don’t inspect shocks and struts.   Are you just looking for catastrophic damage? Do you only look at the shocks and struts when the driver complains of a noise or when the vehicle can’t be aligned?   The first step in selling ride control is the inspection process. A visual inspection of the [...]
Brendan Duffy's insight:

Lack of inspections, lack of process on the counter, and often a lack of guts... I agree completely. Most shops see enough vehicles every day... just get better at finding legitimate work and selling it and your sales and profits will soar!

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RobertBaird's comment, November 1, 2014 5:11 AM
I can't promise that things will be perfect, but I swear I'll never leave.
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Survey: Car dealerships need to address tech/advisor communications - Tire Business

Survey: Car dealerships need to address tech/advisor communications
Tire Business
CONCORD, Mass.
Brendan Duffy's insight:

Communication between Techs and SA's is a problem at many independent shops as well. Successful shops have corrected this creating happy Technicians, SA's, and customers. Oh... and they are profitable too! 

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12 Personality Traits That Make You a Rock-Star Boss (Infographic)

12 Personality Traits That Make You a Rock-Star Boss (Infographic) | Automotive News | Scoop.it
A team is only ever as powerful as its captain. If your staff seems to be drifting, then take a good hard look in the mirror.
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Where have all the technicians gone?

Where have all the technicians gone? | Automotive News | Scoop.it

Finding quality technicians seems to be a growing concern in the industry. We have seen the discussion threads on all of the major industry forums. Shop owners are looking for the solution and getting conflicting answers. Technicians are blaming pay and pay systems (such as "flat rate" pay). Owners are blaming the tech schools for producing unqualified or under-prepared technicians.

Brendan Duffy's insight:

I have said this before... if you are having a recruiting problem you need to first look inward...

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Finding a Better Payment Model

Finding a Better Payment Model | Automotive News | Scoop.it
Jason Brennan overhauled his staff’s payment plan in order to restore Fine Tune Auto Service to profitability.
Brendan Duffy's insight:

Another hardworking and successful shop owner-proving that input from a 20 Group is invaluable!

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Bristow's Exclusive Auto Repair “Springs” into Action - southsoundtalk.com

Bristow's Exclusive Auto Repair “Springs” into Action - southsoundtalk.com | Automotive News | Scoop.it
southsoundtalk.com
Bristow's Exclusive Auto Repair “Springs” into Action
southsoundtalk.com
bristows auto As the sun shows itself briefly and the temperature has a slight upward trend, we at Bristow's Exclusive Auto Repair have been very busy.
Brendan Duffy's insight:

Congrats to Pete, Brian, and the whole crew at Bristow's for the great recognition. They do a great job there!

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Casey's Independent Automotive Repair Shares Vision With Employees: Shop Owner Mag

Casey's Independent Automotive Repair Shares Vision With Employees: Shop Owner Mag | Automotive News | Scoop.it
Casey's Independent Automotive Repair Shares Vision With Employees The mark of a long-lasting business isn't just profitability during times of economic prosperity, but also adjusting when things take a turn for the worse. Vancouver, WA, shop Owner Casey McGowan has seen hard times - and taken the steps necessary to ensure his business not only stayed afloat, but flourished as well.
Brendan Duffy's insight:

Casey runs a great operation. Here is a great example of what you can do in spite of "the economy" or other outside influences. All you need is dedication and to surround yourself with other successful shop owners. Way to go Casey!

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Backup Cameras To Be Mandatory On All Vehicles By 2018: aftermarket News

Backup Cameras To Be Mandatory On All Vehicles By 2018 National Highway Traffic and Safety Administration (NHTSA) estimates technology will save 58 to 69 lives each year.
Brendan Duffy's insight:

Independent Repair shops be aware... they are coming!

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Reasons Shops Avoid Fleets - YouTube

RLO Training Workshop Excerpt: The first two reasons shops avoid fleets. This excerpt from our "Get Your Share of the Highly Profitable Fleet Business" works...
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If you think Fleets are not a fit for your shop... you may be wrong.

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Automakers And Aftermarket Move To Preserve Consumer Choice In Auto Repair: autocarepro:news

Automakers And Aftermarket Move To Preserve Consumer Choice In Auto Repair: autocarepro:news | Automotive News | Scoop.it
Automakers And Aftermarket Move To Preserve Consumer Choice In Auto Repair The Alliance of Automobile Manufacturers (Alliance), the Association of Global Automakers (Global), the Automotive Aftermarket Industry Association (AAIA) and the Coalition...
Brendan Duffy's insight:

Is this the end of the debate?

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New Environmental Regulations To Change The Parts You Sell, Install: autocarepro:news

New Environmental Regulations To Change The Parts You Sell, Install: autocarepro:news | Automotive News | Scoop.it
New Environmental Regulations To Change The Parts You Sell, Install New legislation is changing what parts can be installed on your customers' vehicles.
Brendan Duffy's insight:

The things you had better know....

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The winner in all of this? Auto repair shops - The State Journal-Register

The winner in all of this? Auto repair shops - The State Journal-Register | Automotive News | Scoop.it
The winner in all of this? Auto repair shops
The State Journal-Register
Auto repair and maintenance shops are one of few declared winners coming out of the region's face-off with arctic temperatures and snow-covered roads.
Brendan Duffy's insight:

Is your shop able to benefit from this? Are you picking up additional preventive maintenance and repair from the additional activity or just taking orders? This is a time when profitable, well-run shops make more money and unprofitable, disorganized, or poorly run shops make less. Which one are you?

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Clear, Consistent Training

Clear, Consistent Training | Automotive News | Scoop.it
The show must go on. The job must be done.


It doesn’t matter what role you play in your shop; jobs must be done, and the process of completing each job is crucial. Most of the time, a clear job description or procedure can make training or reviewing more effective.


Change is definitely inevitable, but it is not always intentional. As the job changes over time, it is important for the procedures to remain up-to-date. Part of management’s job should include reviewing and updating procedures. Current procedures keep shops running smoothly with confident employees. 


Job descriptions provide clarity for both the job to be performed and the standard for performing that job. Training is more effective with written expectations. With a clear description, employees are empowered to perform the job the way you’ve specified, every time the job is done. 


Written job descriptions require consistency. The description must be accurate: be certain of the way you want the job completed. Once the employee has the job description, he or she has a much greater chance of performing the job to your expectations with consistency. 


Confident, well-trained employees can handle times of high stress in the shop because they know their jobs and how to execute them. Teams with consistent training and clearly-defined procedures rely on their training to ensure that they provide the best service to every client. 
Brendan Duffy's insight:

Most problems on the job start with a lack of communication which includes clearly laying out expectations. Job descriptions are a great start to this. In fact, most business partnerships end in tragedy because the partners don't start with clear and separate jobs in the operation complete with job descriptions.

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iATN membership exceeds 80000 - Tire Business

iATN membership exceeds 80000 - Tire Business | Automotive News | Scoop.it
iATN membership exceeds 80000
Tire Business
Members also have access to more than 20 different technical, shop management and auto industry Web forums and the iATN Knowledge Base, the network said.
Brendan Duffy's insight:

Congratulations to iATN on it's growth. A great forum for the industry continues to get better!

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Automotive Management Institute Celebrates 25th Anniversary - BodyShop Business

Automotive Management Institute Celebrates 25th Anniversary BodyShop Business This year marks the 25th anniversary of the Automotive Management Institute (AMI), the leading provider of management education for the automotive service and collision...
Brendan Duffy's insight:

Congratulations to Toni and all the great staff at AMI on 25 incredible years. We at RLO Training have felt privileged to be there since the beginning. There is still a tremendous need for management and sales training in the industry. We look forward to another 25 years and will do our part to help drive the industry forward.

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Telephone First Impression

Telephone First Impression | Automotive News | Scoop.it

The telephone is as critical a tool as your best scanner at the shop. Without it your shop is dead in the water. Without mastery of it, your shop will never be as profitable as it should be.

It is imperative that every person who answers the phone at the shop is trained to do so. Procedures need to be followed so that the customers have the same, high-quality experience every time they call the shop. Try calling around to some of the other shops in town to see just how bad it can be. You might be surprised. Below is a short list of tips that will make the telephone work for your shop, and not against it.

Brendan Duffy's insight:

The number one tool is??? 

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Trade Associations Challenge Consumer Reports Story: autocarepro:news

Trade Associations Challenge Consumer Reports Story: autocarepro:news | Automotive News | Scoop.it
Trade Associations Challenge Consumer Reports Story The Auto Care Association, Automotive Oil Change Association, Service Station Dealers of America and Tire Industry Association have sent a joint letter to the editors of Consumer Reports (CR), rebutting their May 20 article - "How a Cheap Oil Change Can Cost You in the Long Run" by Jon Linkov - that promotes a 2012 technical bulletin from Kia warning consumers not to use non-OEM filters.
Brendan Duffy's insight:

Sneaky aren't they?

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South Park adjusts business model to capitalize on preventive maintenance

South Park adjusts business model to capitalize on preventive maintenance | Automotive News | Scoop.it

20-group builds business foundation, offers training and accountability - See more at: http://partsandpeople.com/node/6142#sthash.hrWn8Nd6.QADBZfxU.dpuf

Brendan Duffy's insight:

John is a great example of a "never stop learning and growing" mentality. His shop is continuing to thrive as he feeds his mind and continues to adapt his business model. Way to go John!

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The Total Wiper System Tune-Up: autocarepro:news

The Total Wiper System Tune-Up: autocarepro:news | Automotive News | Scoop.it
The Total Wiper System Tune-Up Wipers are an essential safety item on any vehicle. Performing a visibility tune-up is all about making sure the blades make the best possible contact with the windshield. It can also lead to increased customer satisfaction and profits.
Brendan Duffy's insight:

Simple yet effective. Very easy to recommend to your customers.

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4 Ways to Reward Your Employees on a Tight Budget

4 Ways to Reward Your Employees on a Tight Budget | Automotive News | Scoop.it
Have you ever worked for someone who refused to acknowledge or reward your contributions?You know, the type of boss who expects you to work around the clock for subpar pay, discourages employee
Brendan Duffy's insight:

The number one way to lose employees or to have productivity issues is to not appreciate or recognize their efforts. Great article for those of you who can't afford to go the whole nine yards.

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Fleet Pain - YouTube

RLO Training Workshop Excerpt: Alleviating Fleet Pain. This excerpt from our "Get Your Share of the Highly Profitable Fleet Business" workshop and is provide...
Brendan Duffy's insight:

Have you ever wondered what drives a company with a fleet of vehicles to do business with one shop over another? here are some of the inside secrets that will show you the way!

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Creating a Better Vehicle Delivery Process

Creating a Better Vehicle Delivery Process | Automotive News | Scoop.it
Five steps for creating a vehicle delivery process that will impress customers
Brendan Duffy's insight:

Excellent advice from SA training master, Dan Gilley.

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RLO Weekly Tip

RLO Weekly Tip | Automotive News | Scoop.it

Most shop owners go into business for themselves for pretty basic reasons. Often it comes down to a desire to make more money than they were able to as technicians, a desire to control their time or destiny, or even the thought that they could do it better than the shop where they were working. Often times it is all three.

Unfortunately, many shop owners end up earning less money from the shop than they did as a technician. So why do some shop owners make more money while others struggle?

Brendan Duffy's insight:

The weekly RLO Training Business Tip is out

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University Of The Aftermarket Foundation Announces 2014 Officers And Board Of Trustees

Federated's Rusty Bishop is chairman.
Brendan Duffy's insight:

Congratulations to Rusty, Jack, Kathleen, John, Tim, and all of the other hardworking folks at the University of the Aftermarket Foundation. Continue the great work!

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