12 Days Of Fixed Operations

It's the most wonderful time of the year…

…or is it?

The holidays can be a stressful time for many people, especially those who work in the automotive industry. If you're a Fixed Operations Director, Service and Parts Manager, General Manager or Dealer Principal, then this is for you! We're going to take a look at how to keep your cool while handling all of the holiday madness that comes with being in the business of fixing cars.

It's okay to admit it: you may not love having to work on or near Thanksgiving and Christmas. But don't fret! With these 12 tips, we'll help you make your year just a little bit easier and less stressful than they would otherwise be.

Click the link below to see what we have scheduled:

Day 1 - The Year Ahead with a Plan
Day 2 - Why customers come back (or not)
Day 3 - What do your customers really want from you?
Day 4 - How to deliver remarkable service
Day 5 - How to keep customers coming back
Day 6 - How to build trust and respect with customers
Day 7 - The power of the phone call
Day 8 - Do your processes work for or against you?
Day 9 - What are your technicians worth?
Day 10 - The service advisors role in fixed ops success
Day 11 - How can you improve fixed ops results today?
Day 12: Putting it all together and achieving your goals.

Day 1 - The Year Ahead with a Plan

It's the most wonderful time of the year… and it's not even Christmas!

It's Fixed Ops Season, and we've got some great ideas for you to keep your dealership running smoothly throughout the year.

Today, we're talking about our favorite part of the year: planning.

We know what you're thinking: "But isn't that what we do all year round?" Well, yes and no. We mean real planning—it's not just a bunch of spreadsheets that you'll never look at again.

You need a plan that is flexible enough to accommodate last-minute changes like new products or product lines, but solid enough to provide stability through seasonal fluctuations in traffic flow and other variables. And it needs to be something that you can use as a guide even when things are going off-track—which they will!

We've put together a few tips for creating an actionable plan for your dealership this holiday season that will ensure you stay on track all year long:

1. Start with your goals: What are your dealership's objectives for this season? What do you want to achieve? Is it a specific increase in sales numbers, or are you looking to increase customer loyalty? Once you've figured out what you're trying to accomplish, it will be easier to figure out how to get there.
2. Be realistic: Don't set yourself up for failure by creating a plan that's too ambitious or unrealistic. If your dealership is primarily an online presence, you may not be able to increase sales by 20% over the holidays. You can always adjust as you go along—and if you do make adjustments, keep track of what worked and what didn't so that you know how to tweak things in the future!
3. Write down your action plan: Once you've identified the goals and objectives for this season, it's time to create a detailed plan of attack for achieving them. What are some specific steps that you can take over the next few months to help boost sales and customer satisfaction? Is there anything that needs immediate attention? Make sure that all relevant parties (including managers, owners, and employees) are aware of what they need to be doing and when.
4. Map out your plan: Once you know what you're trying to achieve, it's time to start putting together a game plan for how to get there! It's important to keep in mind that this isn't just about the sales team; everyone on staff will have a part in this process.
5. Plan your strategy: Once you know what you're trying to accomplish, it's time to plan a strategy. This will help ensure that every department in your dealership is working toward the same goal and that no one gets left behind.
6. Plan out your marketing calendar: A lot of dealerships tend to forget about holidays until they are right around the corner, which can be detrimental to your business, especially if the holiday lands during the weekend. By planning ahead and creating a calendar with specific dates for promotions and campaigns, you'll be able to get more done in less time—and avoid any last-minute stress!
7. Keep it consistent: Once you have a marketing strategy, make sure that everyone in your dealership is on the same page. This includes customers, employees and vendors. If everyone knows what's expected of them and when to expect it, there will be less confusion—and more success for your dealership!

Day 2 - Why customers come back (or not)

To be honest, some days are better than others. And when a customer has a bad experience, they're not going to come back. Or they'll tell their friends how terrible it was. Or they'll just go somewhere else and buy their next car from someone else—forever.

So how do you make sure that doesn't happen?

Well, the first step is to put yourself in your customer's shoes. You have to ask yourself: "What would make me want to come back?" If you can't answer that question, then your service team is probably doing something wrong or missing out on some key opportunity to make things better for their customers.

Here are some common reasons why customers don't come back:

1. They don't feel comfortable or welcome in your dealership.
2. They don't trust that you're going to treat them fairly.
3. They don't trust that you'll fix their car correctly.
4. They don't think you'll keep their information private.
5. They don't feel like you're listening to what they have to say.
6. They're not sure what they need to do next or where to go.
7. They don't feel like their questions are being answered correctly or thoroughly enough.

There are many factors that can influence whether or not a customer will return to your dealership for service. It's important to keep track of these factors so you can make adjustments as needed.

This is especially true when it comes to customer service—it's one thing to provide great service during the first visit, but if you don't follow up with your customers and make sure they're satisfied with what you've done, then all that hard work will have been for nothing.

Here are some ways you can keep your customers coming back for more:

1. Be friendly and welcoming when they arrive at your shop. A smile goes a long way!
2. Make sure there's plenty of coffee in the break room, and offer them snacks while they wait.
3. Offer a courtesy shuttle service to make it easier for your customers to get where they need to go.
4. If you're in a particularly busy area, consider offering free WiFi so that people can stay connected while they wait for their cars.
5. If possible, offer other services like car detailing or oil changes while they're waiting for their vehicle to be fixed or repaired.
6. Always thank them for their business and let them know that if there's anything else we can do for them while they're here (like checking out a new vehicle), then just ask!

Day 3 - What do your customers really want from you?

We’re all about making sure that your business is operating at its peak potential, and we know that the holidays are a great time for everyone to be on their best behavior (or at least act like it). But what about the rest of the year? We want you to think about your customers as much as possible. What do they really want from you?

Let’s talk about the things that matter most for your customer experience:

• Speed: Customers want things done quickly so they don’t waste their time in lines or waiting on hold. They also want an easy way to contact someone if they have questions or concerns.
• Quality: Customers want quality products and services that will last them a long time (and preferably not break down in their first few months). They also expect quality customer service when something goes wrong with your product or service.
• Price: Customers want affordable prices that reflect good value for their money. They also expect discounts if they buy multiple items at once (or even just buy one thing that’s expensive).

It's important to remember that customers don't just want a good deal, they want to feel like they're getting one. If you offer something at an affordable price and your customer feels like it's too expensive or not worth the money, then even if it's actually a great bargain for them, they'll still leave feeling disappointed.

Day 4 - How to deliver remarkable service

When was the last time you really felt like you were in the hands of a company that truly cared about your experience? We’ve all had those moments where we felt like we were really getting excellent customer service, but it’s not just about how good a company looks on paper—it’s about how they make you feel when it matters most. That’s why today we’re going to talk about delivering exceptional customer service in your fixed operations department.

"great customer service doesn't happen by accident"

The first thing to remember is that great customer service doesn't happen by accident. It's not something that just happens because you have a good reputation or because people like your brand. Great customer service comes from knowing exactly what makes your customers happy, understanding what will make them feel taken care of, and then doing everything in your power to deliver on those expectations every single time.

So let's break this down into three steps:

1. Figure out what makes your customers happy and what would make them feel taken care of by your business. If there are any complaints or compliments floating around online or through word-of-mouth, pay attention! This will give you some insight into how people feel when they interact with your business.
2. Make the changes that will improve your customer service and make sure your team is aware of them.
3. Keep doing it! The best way to ensure that you're providing great customer service is to keep track of what works and continually improve upon it.

The key ingredient is empathy. If you're not thinking about what your customers want, how can you possibly provide it for them? to make sure that everyone on your team is aware of how to provide great customer service. Don't just assume they know what to do: train them in the best practices, show them how to handle difficult situations, and give them the tools they need so they can handle any situation with confidence.

Day 5 - How to keep customers coming back

In a world where people are spending more and more time online, it's easy to feel like there's no place for brick-and-mortar locations anymore. But the truth is that brick-and-mortar locations are still key for those who want a real-life experience. And if you want to keep your customers coming back, here are some simple steps you can take:

1. Make sure each member of the team knows their role in customer service—and that's everyone who interacts with customers! Whether it's the person who greets them at the door or the mechanic who fixes their car, everyone should know the basics of good customer service (ie: asking questions about their needs, listening closely without interrupting).
2. Train your team on how to listen closely without interrupting—and then practice! This will help create an environment where customers feel comfortable sharing their concerns/needs/wishes without feeling like they're being judged or talked over. It's also important to train your team on how to ask questions that will help them understand your customers' needs—and not just their wants. This is a key part of creating a culture of customer service!
3. The best way to train your team on this is through role-playing. Have someone from the company play a customer and have everyone else listen in as they ask questions. This will help them see how their words come across in different situations, which can be very eye-opening for some people!

Customer service is more than just answering phones and emails. It's about listening to your customers' concerns and needs, as well as questioning them in a way that helps you understand their situation better. This will help you provide better service in the long run!

Day 6 - How to build trust and respect with customers

Building trust and respect with customers is important in any business, but it's especially important in the automotive industry. With so many options for buying cars, service and parts, managers have to work hard to make sure that their customers are satisfied with their experience. There are a few ways you can do this:

First, make sure your staff is trained properly. You don't want them making promises they can't keep or using tricks to get your customers in the door. Train them on what your company does well and how you can help your customers.

Second, make sure your facilities are clean and organized so that when clients come in, they feel like they're going somewhere safe and comfortable. If you have a waiting room where people can relax while they wait for service or parts, make sure it's stocked with snacks and drinks so they don't have to go elsewhere while they're waiting!

Finally, be honest with your customers about what needs to be done. Don't try to scare them into thinking something is broken when it isn't—just tell them what's wrong and let them decide for themselves whether or not it needs fixed today or tomorrow (or never).

Important thing to remember is that your customers are trusting you with their cars, so make sure you're doing the best job possible. You'll build up a reputation in no time!

Day 7 - The power of the phone call

We've all heard that a face-to-face meeting is the best way to make a sale. That may be true, but it doesn't mean you should ignore the phone call. In fact, it's possible that a phone call can be even more effective than an in-person visit when it comes to closing sales.

Why? Well, for one thing, if you're selling or servicing cars you know as well as anyone that people are busy. They have limited budgets and less time than ever before to spend on their vehicles. So when they're ready to buy or get their car serviced, they'll probably just pick up the phone and call someone who can help them out quickly.

But there are other reasons why phone calls are so effective:

1. People often feel more comfortable talking on the phone than they do meeting face-to-face with someone new (especially if they're not sure about making such an expensive purchase).
2. Talking on the phone gives both parties some time to think about whether or not this really is going to be a good fit for them—before making any further commitments.
3. And because people are busy and often have multiple priorities, they appreciate the fact that they can get through to someone on the phone quickly—and avoid long wait times.

Good communication helps build strong relationships, and in today's tech-focused world it can be easy to forget that many customers prefer talking with a person over texting or emailing.

A good phone call can go a long way towards making someone feel that they're valued and appreciated as a customer—and this will pay off in the form of repeat business. to have a good communication strategy.

Day 8 - Do your processes work for or against you?

We've been talking about the importance of having a clear, detailed process for your dealership. It's essential that you have a plan in place to help ensure that every customer walks away happy and satisfied with their experience at your dealership. But what do you do if your process isn't working?

If you're not sure whether or not your processes are working, ask yourself these three questions:

1. Does your process make sense? If it doesn't, then it's time to make some changes!
2. Is everyone involved on board? If not, then it's time to talk about what needs to change and get everyone on board with the new plan!
3. Is everyone executing according to plan? If not, then there might be some confusion about what needs done and when it needs done by—and that can lead to miscommunication between departments and even worse results than expected! Make sure everyone knows exactly what they need to do at each step along the way so there are no surprises later on down the road!

It's important to evaluate the effectiveness of your current processes on a regular basis so that you can be sure that they are still working as intended. If there are problems with a specific process or workflow, it's probably time for an overhaul. But if everything seems okay, then don't stop there—keep questioning yourself and asking yourself what else could be done better in order to make things even better!

Day 9 - What are your technicians worth?

As you know, it's important to keep your technicians motivated and loyal to your dealership. After all, they're the ones who make sure that every single one of your customers are happy with their vehicles. And when a customer is happy, guess what? They come back. So if you don't have a good team of technicians, it could mean that you're losing out on valuable repeat business!

At your dealership, you’re likely always looking for ways to improve your bottom line and offer better customer service. As you know, there are many factors that contribute to this—but one of the most important ones is your technicians.

If you're looking to keep them motivated and loyal, here are some great ways to do it.

• The first is to make sure that they feel appreciated. You might think that this is obvious, but it's actually not as simple as it sounds. It's important that you understand what motivates each of your technicians and how they want to be recognized for their hard work. This will help you tailor your recognition program so that it's meaningful for everyone in your team.
• Another way to keep your technicians happy is by letting them know that they're valued members of the team. This means promoting them when they deserve it, giving them opportunities for growth and development, and showing appreciation through words as well as actions.
• Finally, don't forget about training! If your technicians aren't learning new things on a regular basis, they're not going to stay engaged in their jobs or excited about the future of the business.

Technicians are uniquely valuable assets, so it's important to give them the training they need to do their jobs well and help you grow your business.

Day 10 - The service advisors role in fixed ops success

The service advisor is one of the most important members of your team. They are the gateway for all customer interactions, and they have direct contact with every single customer who comes through your doors.

They are also the first set of eyes on any repair order or warranty claim. This is a huge responsibility and can make or break your company's reputation with customers. It's important that you train your service advisors to be on their A-game at all times!

Here are some tips to ensure that your service advisors are doing everything they can to support the success of your dealership:

1. Make sure they understand how their role fits into the larger scope of operations. If you don't have a clear picture of how each department contributes towards overall success, you may find yourself struggling to identify areas where improvement is needed and resources should be allocated (or reallocated).
2. Provide regular training opportunities so they can continue learning new skills and providing better service over time!
3. Have regular meetings with them so they know exactly what's expected of them day-to-day - as well as any upcoming changes within.

Service Advisors are the first point of contact that customers have with your business. They're the ones who greet you when you pull into their lot, answer questions about services and prices, schedule appointments and more! So it's important that they know how to provide the kind of service that keeps people coming back for more.

Day 11 - How can you improve fixed ops results today?

Innovate and use technology like Quickride to improve customer experience and operational efficiency.

Quickride is a mobile and desktop app that provides instant bookings for scheduled service appointments at car dealerships. It is the first of its kind to provide this service to the automotive industry. The app is available on Apple and Android devices, making it easy for customers to book their appointments from anywhere at any time.

>>SCHEDULE YOUR DEMO NOW!<<

The best part about Quickride is that it helps you improve your customer experience while increasing operational efficiency in your dealership. Here are just a few ways it can do that:

• Improve customer experience: Customers no longer have to wait in line at the service center or call multiple times before getting an appointment. They can book their appointment right from the comfort of their home or office whenever they want.
• Increase operational efficiency: You don't have to rely on staff members anymore because the booking process is completely automated through the app. This means there's less administrative work involved in scheduling appointments and fewer employees required on site during peak hours (which means lower overhead costs).
• Enhance brand awareness: Your customers can share their experience with other prospective clients through social media, which will help grow your business.

A dealer management app like Quickride will allow you to take your business to the next level and help you compete with other dealerships in the area. If you're interested in learning more about Quickride and how it can benefit your dealership, contact us today!

Day 12: Putting it all together and achieving your goals

In the automotive industry, success is often measured in numbers: the number of cars sold, the number of parts installed, or the number of service appointments completed. But there are many other factors to consider when you want to achieve your goals as a fixed operations director or other members of your dealership's leadership team.

Your team needs to be trained and ready for any challenges that come up with customers—and they need to know how to deal with those challenges in a way that keeps your customers happy and coming back for more. The key is being prepared for anything! When you're well-trained on what works and what doesn't with your customers, you'll have an easier time getting them through their next visit without any hiccups or headaches for either party involved. And that means more sales for everyone!

It's easy to get overwhelmed when you're trying to do something new or change an existing process. But the truth is that if you want to succeed in business, there are some simple steps you can take to help yourself out:

1. Make sure everyone knows what their goal is.
2. Make sure everyone knows how they can help contribute towards that goal.
3. Make sure everyone knows what their role is in achieving it (and have them repeat back to you what it is).
4. Give regular updates on progress made towards that goal so that everyone stays on track and motivated!

This is what makes working in car dealerships such an exciting industry: there are so many possibilities for innovation! The dealerships that are able to leverage this innovation and use it as a tool for their own growth will be the ones who succeed.

Conclusion

As the automotive industry evolves, so must dealerships. Car buyers have become more educated and sophisticated in their purchasing decisions, which has led many customers to expect more from their dealership experience that comes from having the best service department. This new consumer expectation has had a profound impact on our industry and is something that every dealer will need to learn to adapt to in order for it to succeed.

While the automotive industry has a long way to go, there is a growing group of dealers who are adapting and evolving their brands by creating transparent teams that are focused on providing more value via enhanced customer service, training, digital information, and programs that educate customers on vehicle options and financing.

The key to success in the new car dealership world is to provide a consistent experience that customers can trust. A good way for dealerships to achieve this is by sharing information, which helps them understand how customers think and feel about their brand, products, and services.