Service guru Chris Collins has been right about an awful lot of things in automotive retail. See his animated “Pet the dog,” even if you are not in automotive, for some of his genius.
His latest video making the rounds has a provocative title. Time will tell if he is right … but watch the video. He and his cohost geek out about a new Ford product, so it’s not all doom and gloom. Besides, the real point is for dealerships to focus on nailing their service business.
Mr. or Ms. Dealer, what do you need to do NOW in case your service department becomes the remaining OEM-connected profit center in your store? Is your customer experience unique enough to keep customers returning to–and bragging about–you? What would improve your employee engagement so you had trained up, excited people to deliver that experience? What is your leadership plan to ensure you have managers with vision, united with their team, training up the next generation of leaders?
Think people, process and technology/facility, probably in that order.