Stop Obsessing Over Service Appointment Show Rate (Here's Why)
Your service department's show rate just hit 87% last month, and your general manager sent out a congratulatory email. But here's the thing: you might be celebr...
Stop Calling Them Back: Why Aggressive Decline Follow-Up Kills Your CSI (And What Works Instead)
Fifty-eight percent of service advisors spend more than 40 percent of their week chasing down customers who declined repair recommendations. That's not a typo. ...
The Dispatch Board Discipline Trap: Why Rigid Control Kills Shop Productivity
What if your dispatch board isn't actually the problem with your shop productivity? Most service directors will tell you that discipline on the dispatch board ...
The Loaner Lie: Why Most Dealership Transportation Programs Lose Money
According to the National Automobile Dealers Association, 58% of dealerships offer some form of complimentary customer transportation during service visits, yet...
The Loaner Fleet Myth: Why Most Dealerships Are Overspending on Service Loaners
Here's a question that probably hasn't kept you up at night: what if your service loaner program is actually costing you more money than it makes? Most dealer ...
The Biggest Lie About Express Service Lane Throughput (And What Really Drives Profit)
You've spent the last three years obsessing over express service lane metrics. Faster cycle times. Higher throughput. More cars in, more cars out. Your GM is br...
The Warranty Claim Accuracy Myth: Why Your Dealership Might Be Doing It Wrong
The Warranty Claim Accuracy Myth: Why Your Dealership Might Be Doing It Wrong In 1974, Toyota introduced its first comprehensive warranty program in North Amer...
The Productivity Myth: Why Tracking Technician Hours Is Killing Your Service Department
Most dealerships are obsessed with tracking technician productivity down to the minute. They've got time cards, clock-in systems, job code tracking, flagged hou...
The Contrarian Case for Slowing Down Parts-to-Tech Dispatch
What if the fastest way to get a car fixed is actually to slow down the parts-to-tech dispatch process? Most service directors spend their careers chasing spee...
Stop Chasing Upsell Conversion Rates: What Your Service Department Should Actually Measure
What if your service department's obsession with upsell conversion rates is actually costing you money? That's not a typo. Most dealership leaders chase upsell...
Why Forcing Multi-Point Inspection Consistency Across Advisors Kills Your CSI and Productivity
Most dealerships treat the multi-point inspection like a standardized test. Same checklist, same items, same format across every advisor, every time. Sounds log...
The Myth of the Perfect Handoff
Sixty-three percent of dealerships say the handoff between service advisors and technicians is their biggest operational bottleneck. That number probably feels ...