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I was struggling to find the right forum to post, so please feel free to move to the appropriate column if you wish.

 

Was looking for another management software and ran across this, specifically dealer targeted, system.

 

http://www.adpdealerservices.com/en/solutions/fixed-ops/service-department/adp-service-edge.aspx

 

For those who worked at the dealer before, it is probably not news, but to me it was. I realize that they have to sell their system to the dealer, just like AllData or whoever is selling theirs to us. But, please click on the video and see how they approach the customer experience process as a long term commitment. We are constantly talking about it here on the forum, but are we really giving our 100% commitment to each and every one of them?

If we are to beat the dealer at their game, we must see what they are doing and how to tweak our business accordingly.

At 02:04 of the video you will notice the word I love to hate - UPSELL

 

http://www.businessdictionary.com/definition/upselling.html

 

I just wish more of our customers can see what the dealer is really interested in. See 02:22

No, I am not into dealer bashing and actually believe there is plenty of decent dealerships out there that have customer benefit in mind and would treat them right. On other hand, there is plenty of them that don't and that's where majority of our business will come from.

 

 

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  • Have you checked out Joe's Latest Blog?

         3 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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