Recorded Webinars
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DFD4 Don Tipton: How to Fine-Tune and Improve Performance in Your Service Department
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Don Tipton, DTC Retail Consulting
Original Air Date: April 26, 2012
Program Length: 110 Minutes
How Dealers, GMs, would-be GMs and Controllers - As well as Service Managers themselves - can measure Service Department Performance to highlight areas of weakness and to formulate action plans for improvement.
With regard to the Service Dept, dealerships have two basic problems. The first is that those in dealership top management positions have little-to-no experience in the operations of the fixed departments. The second problem is that most Service Managers have not been formally trained in how to excel in this unique environment.
Fixed Operations consultant Don Tipton offers you a detailed look at the process he employs when evaluating a service department for improvement. Find out what he looks for, what numbers to study and finally where to find the adjustments that will bring a higher level of customer satisfaction and improved profits to your service department.
You will learn:
The Inventory Approach to Service - How to measure the available man-hours, and then how to apply inventory management controls to this perishable asset
What it takes to structure your Service Department for Increased Profit
What you should do daily, weekly and monthly to monitor your performance so you can adequately plan and achieve success in Service Learn More -
DFC3 Richard Owen: How to Evaluate Parts Department Performance - A Consultant's View
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Richard Owen
Original Air Date: March 15, 2012
Program Length: 100 minutes
How GMs and Parts Managers alike can dissect the Parts Dept performance to find areas and strategies for improvement.
As dealership fixed operations expert Richard sees it, dealership general managers tend to know only two numbers about the parts department - the gross turn ratio and month’s supply. And those two numbers are misleading. What dealers and general managers don't know is the real efficiency of their parts operations. Both GMs and Parts Mgrs need to know things like the level of NS parts and the gross profit margin by sales type. Dealers especially need to focus on the concept of "true inventory turns." None of these figures will be found on the dealership operating report.
You will learn:
How to reconcile the general ledger parts inventory to the shelf count
What it means when NS or "watch" parts have an on-hand value
What your parts department's true selling margins are
The crucial difference between technical and calculated obsolescence
How to calculate and interpret inventory efficiency
The correlation of parts dept and service dept efficiency Learn More -
DFB3 Chris Collins: Service Advisor Breakthrough
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Chris Collins, Author
Original Air Date: February 16, 2012
Program Length: 90 minutes
Warning! This is not your average, mild-mannered, service advisor training!
Even in the face of a struggling economy and intense competition from independent repair shops, some dealership service departments are enjoying record sales and profits. The key, as always, is the ability of service advisors to form quick connections with service customers. In this intensive 90-minute Webinar, your service advisors will get specific, usable tools that they can implement immediately. Chris Collins has developed a program based on results-proven systems and techniques designed to create instant results. Keep recording in your training library for use down the road!
You will learn:
Selling Service and Parts without Discounting
How to improve CSI Scores
Build hours-per-R.O. & Effective Labor Rate at the same time Learn More -
DFA1 Lloyd Schiller: Fixed Operations Growth Opportunities & Obstacles in 2012
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Lloyd Schiller
Original Air Date: January 5 2012
Program Length: 120 minutes
How dealers can both capitalize on big opportunities while avoiding wasted efforts and worse. How to plan for Fixed Ops growth in 2012
With each year comes new opportunities. This Webinar will feature Fixed Operations Guru Lloyd Schiller with his view on what dealers, GMs and service directors need to be looking at and planning for to make the most of 2012. While the economy continues to stumble along, Lloyd will tell you that profit problems in service and parts are mostly self-inflicted. The collapse of 2008-09 left many dealers overly cautious and that caution is costing them profits. Lloyd will look at an array of decisions that you need to be making now to both maximize fixed operations profits, but also to minimize losses resulting from bad decisions or a faulty view of the market. Lloyd is a “bull” and not a “bear” on what you can do to raise the bar in Fixed Ops in 2012. Visit with Lloyd and he will help you identify the path to rising service & parts profits! Learn More -
DEL2 Ken Hite: How to Rebuild Trust with Your Service Customers
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Ken Hite of Clear Mechanic
Original Air Date: Thursday December 8th
Program Length: 80 minutes
Service customers cite "lack of trust" for abandoning your service dept. - Learn how you can turn that around and earn their business.
Are you losing service business because the customer simply does not trust you? The honest answer for most is -yes! We can argue that stereotypes fostered by bad publicity feed a misconception, but more often than not, we have earned a good bit of that mis-trust.
Customers want to do business with businesses they trust. But for decades consumer research surveys have indicated that customers rank the automotive repair shops near the bottom of all their customer service experiences. Number 1 reason - Lack of Trust!
The number 2 reason is lack of communication between service advisor and customer. Lack of trust and communication are costing the dealership a lot of profits.
But service advisers who are seen as trusted experts by their customers close 20% more of their additional service recommendations. How do the best dealerships and independent service providers build trust with their customers? Join Ken Hite of Clear Mechanic for a special "how to" session on building trust in the service drive.
You will learn:
The 4 pain points in the dealership service experience and how to ease them
Better ways to explain and validate repair recommendations
The role of transparency in developing a service customer's trust
Foolproof ways to make the service experience more transparent
How to use mobile apps and Smart Phone technology to keep customers in the loop
The role social media can play in building your service reputation Learn More -
DEL1 Rob Campbell & Andrew Appow: Business Math for Parts Managers
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenters: Rob Campbell & Andrew Appow CPA both from The Mironov Group
Original Air Date: December 1, 2011
Program Length: 100 minutes
How to read the Parts Section of the Financial Statement & Other Key Ratios and Guides Important to Parts Managers
Financial Statement analysis is an important skill for every dealership profit center manager. Nowhere in the dealership is this more true than in the Parts Department. Parts Managers, more so than other management team members, are governed by the numbers. Knowing how to read, analyze and then create workable business strategies to impact these numbers is an important part of the Parts Managers job. Join Rob and Andrew as they examine the Parts section of the financial statement with an eye to both understanding how these numbers are calculated and how they should impact your management priorities. Learning the secrets of the financial statement & other key performance indicators can help Parts Managers become more efficient in how they plan for growth and profit improvement. Learn More -
DEK3 Steve Kwiatkowski: What's New in Service Lane Selling - Building a Consistent Selling System
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Steve Kwiatkowski, Liqqid, Inc.
Original Air Date: November 17, 2011
Program Length: 92 minutes
Case Studies of how service departments have achieved huge sales increases by consistently delivering a professional selling presentation
How can your service department create the consistent selling process so often in evidence in the showroom? This question has vexed dealers and service managers for decades. The selling discipline taught and enforced in so many dealership showrooms is almost always absent once you get to their service drives. Stem-selling guru, Steve Kwiatkowski of Liqqid Express. will bring you real life examples of dealerships employing new tools to impressively increase maintenance package sales. Meet some of the dealer and service managers as they tell you how their success was realized. We all know there are huge profits to be earned in these sales – now you can learn how other dealerships have achieved their success in selling more high-profit maintenance packages. Learn More -
DEK2 Steve Nickelsen: How to Achieve & Maintain 100% Service Absorption
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Steve Nickelsen of Nickelsen Partners
Original Air Date: November 10, 2011
Program Length: 95 minutes
A strategic plan drawn from case studies of peer dealerships regularly exceeding 100% Service Absorption
Long the holy grail of dealership profitability, 100+% Service Absorption, has been an elusive target for most dealerships. But the professionals at Nickelsen Partners have studied a number of dealership organizations where 100+%service absorption is the norm and not just an idealistic target that no one expects to hit. They consistently attain 100+% Service Absorption!
One of the things these dealerships have in common is that they went far beyond just setting a goal. Their strategic plan was re-engineered and the entire organization mobilized to achieve this previously difficult-to-attain profitability benchmark.
Join us and learn how you too can attain 100% Service Absorption.
You will also learn:
Why 100+% Service Absorption is a worthy goal & why operating the business without undue pressure to sell additional units to remain profitable has many hidden benefits
How to build your strategy by including the entire organization in the planning and implementation – It has to be an organizational goal, not just a Fixed Ops objective
How to get the entire team “on board” and working to this objective
The role ROI plays in a successful 100+% Service Absorption strategy
How peer dealerships have employed “out of the box” thinking in their successful implementation of a 100+% Service Absorption strategy
How to make 100+% Service Absorption a reality in your dealership(s) Learn More -
DEJ3 Chuck Hartle’ : The Real Impact of Factory Auto Stock Replenishment Programs – Study Results!
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Chuck Hartle’, President of PartsEdge
Original Air Date: October 20, 2011
Program Length: 120 minutes
Programs like GM’s RIM and Chrysler’s ARO are now about 5 years old. They came with promises of huge benefits for the dealership. Study reveals the true picture & the numbers are shocking!
Seeking to measure if Automatic Stock Replenishment (ASR) programs have lived up to the hype and promise, parts guru Chuck Hartle’ recently conducted a study designed to measure before and after performance.
Key Question: How many of the part numbers automatically ordered would meet standard dealership phase-in criteria? Dealers and Parts Managers are not going to be happy with the results!
You receive answers to the following questions:
We can tell the programs have provided more parts inventory “width”, but have these new parts helped to improve the off-the-shelf fill rates?
Do ASR programs improve a dealer’s inventory for better customer satisfaction?
Do ASR programs improve the dealer’s profitability?
What can you do to unfreeze some of your frozen parts capital – some caused by ASRs?
What can you do to improve the ROI on your parts inventory investment in spite of ASR constraints?
Do dealerships really need ASR programs at all?
What are the numbers to back up Chuck’s conclusions? Learn More -
DEI5 Rob Campbell: Strategies and Tools to Shrink WIP and Unapplied Labor
Regular Price: $298.00
Special Discount Price: $149.00
(Recorded Webinar)
Presenter: Rob Campbell of Mironov Sloan and Parziale
Original Air Date: Thursday September 29, 2011
Program Length: 85 minutes
Practical tips on how to get a firm grip on these troublesome and profit draining accounts. Shrink the pile!
Every time you run payroll, you have purchased an inventory of labor hours that need to be sold/applied. Unapplied labor hours means you either did not sell the time (which of course is now no longer saleable), or the accounting is not tight and efficient. If you have larger than acceptable WIP or Unapplied Labor or those accounts are growing rather than shrinking, then this Webinar is for you. Rob Campbell will share with you his process for identifying the problems, finding the profit leaks and then plugging them.
You will learn:
How adjusted costs impact your profitability and gross retention
All about the five primary causes of a growing WIP account
How to identify and understand the interaction of all the accounts involved and how they should be functioning to keep these accounts low
How to get to the bottom of WIP in your dealership and trace the source of errors
What systems are available to help minimize your Unapplied Labor adjustments
How to make the right decisions on WIP write-offs, reductions and other corrective changes.
How to whittle the WIP and Unapplied Labor problems down to size and save the bottom line. Learn More