Put Yourself In the Customer’s Shoes

Service DepartmentWe’ll often recommend that service departments increase their numbers of technicians. We’ll share our formulas and research information to support our conclusions, but it usually takes one more step to convince a dealer that they should hire additional staff.

What’s the step?

Pick-up the phone and try to make a reservation.

Imagine the shock of one dealer who made a mystery call to his own service department in the middle of summer, only to be informed that he’d have to wait 15 days for an appointment to service his air conditioning.

The very next day, the advertisements for technicians ran in the local paper.

Putting yourself in the customer’s shoes can help you identify opportunities in every area of your business. There are also some great tools available to help you evaluate and track employee performance.