new shop

[boomer]

I have been a service manager for 3 years
I was running a fast paced already established for years honda shop, I have accepted a new Nissan Dealers Managers position, there are no techs and no advisors yet, I start on Monday, any advice?

[randynowell]

Speaking from experience, (I just went through the same thing with a new dealer), I would recommend you start by gathering technician applications. You can never have to many tech app's on file. I would also recommend starting off with fewer personnel than you think you will need. It's easier to hire another tech from your stash of applications than it is to lay one off after 60 days or so. Most good techs in the area will be interested in working in your brand new shop.
Feel free to email me directly with specific questions relating to a brand new start up Service department.

Randy

[DavidS]

If I had the opportunity to start a Service Dept on a sheet of clean white paper, this is the outline I would follow.
1.policy and procedure outline
From your experience there are things you know that work and things you know that dont work. Put it on paper so that every person you hire is on your page when they start. Everyone has the same expectations and it will be consistent. This should include Personnel, customer handling, appointment system, inter department procedures, used cars, new cars, parts ordering and handling, etc. You have the opportunity to be in the fire prevention mode instead of the fire fighting mode.

You have your people, they know whats expected. Whats next?
2.Service Sales:
Same scenario, the better you plan, the more successful you can be executing your plan. Weather its menu sales, pricing guides, or whatever method you choose, make sure your entire team is up to speed and trained in your methods of service selling. While you are building your business make training part of your organizational development.
Include competitive comparisons.
Will you be servicing competitive makes?

Whats next? Fill the bays!!
3.Service marketing:
What is your advertising budget? Im assuming this is a new point and there will be an enormous amount of advertising being done to get it off the ground. Service and Parts should be involved in all of it. Traditional advertising as well as Internet and Direct Mail. Tag along for the ride on any and all exposure this store will get. The mfg should have an owner list it can provide for direct mail. Be consistent, promote your benefits and give the customer a reason to try you. You are new and deserve a chance to win their business. The Dealership might want to offer Service Specials for test driving new cars. Try to tie it all together.

This is my best attempt at an easy concise answer. Too often we are in the fire fighting mode instead of the fire prevention mode. If you can organize yourself and your team to handle your first 10 customers, and apply the same organization and system to the first 1000 customers you should be O.K. Usually we use the excuse of being to busy to get organized and we pay a heavy price in lost sales and poor CSI. When the customer is in control we loose money. When we are prepared and execute our plan, we make money and usually retain a more satisfied customer base.
If I can be of any further assistance please feel free to email me for a more detailed explanation of some of the suggestions Ive outlined.

Good Luck!