How Should a Shop Foreman Explain Diagnostic Time to a Hesitant Customer?
A shop foreman should explain diagnostic time by breaking it into concrete steps, showing what the tech actually does during those hours, and connecting each st...
How Should a Shop Foreman Present a Multi-Point Inspection to the Customer?
A shop foreman should present a multi-point inspection by walking the customer through findings in person whenever possible, using clear before-and-after photos...
How Should a Shop Foreman Handle Performing a Professional Walk-Around at Check-In?
A professional walk-around at check-in starts with the shop foreman greeting the customer, reviewing the repair order in hand, and visually inspecting the vehic...
How Should a Service Manager Handle Running a Fixed-Ops Twenty-Group Prep?
A service manager running a fixed-ops twenty-group prep should establish a repeatable meeting agenda that covers reconditioning inventory status, current ROs in...
How Should a Service Manager Handle Managing a Warranty Claim Denial?
A service manager should start by understanding exactly why the warranty claim was denied, review the denial letter line-by-line with your service advisor, gath...
How Should a Service Manager Handle Adding a Second Shift Without Losing Culture?
Adding a second shift works when you hire for attitude first, build the culture deliberately before you need the bodies, and keep the same service standards on ...
How Should a Service Manager Handle Launching a Tire Program From Scratch?
A service manager launching a tire program from scratch should start by auditing your current customer base to identify how many vehicles need tires annually, n...
How Should a Service Manager Handle a Key Technician Resignation? A Step-by-Step Guide
When a key technician resigns, your immediate priority is damage control: secure his customer files and pending ROs within 24 hours, communicate the transition ...
How Service Managers Should Recruit and Keep A-Level Technicians
A service manager keeps A-level technicians by paying competitively, offering a clear path to advancement, trusting them with complex work, and creating a workp...
How to Run a Monthly Service Advisor One-on-One: A Service Manager's Guide
A service manager should run monthly one-on-ones with each service advisor by setting a consistent time, reviewing their last month's numbers (hours per RO, CSI...
How Should a Service Manager Handle Closing the Gap on Service Absorption?
Service absorption—the percentage of fixed operating costs your service department covers through labor gross profit—can be closed through a combination of labo...
How Service Managers Can Raise Effective Labor Rate Without Losing Customers
Raising your effective labor rate without bleeding customers to competitors comes down to three moves: bundling value-added services into your menu, investing v...