parts manager turning service manager

[bob s]

I'm a parts manager of a very large dept. "25 employees" that may have a chance to run both departments. I have little experience in service but what i believe great management skills. Our service department is small 6 techs and is in need of a person who can make changes.My question is what do you think is the most important things one must learn before jumping into something as such. I know many service managers who i can call when in a bind but have not said anything as of yet since this may or may not happen.Also you may ask why would I want to do this? The great american greed!!
Thanks

[johnny o]

Bob ... suggest you do not say "CHANGE" rather re-phrase "change" to say you will "build on what is in place". People often resist change, however if you include your team in your ideas and include thier thoughts and suggestions, you can build and improve succesfully. Perception and inclusion of staff in what you are doing is half way to success.

[fburrows]

Bob:

I think you have the right idea. The management skills that you are using to successfully run the parts operation will make you a success in service. Keeping a service customer happy is a lot like keeping a parts customer happy. There is more customer interaction but the principals are the same. Hiring and retaining good people is the key.

I have never heard of a great ___ manager being successful in one department who wasnt successful in their next endeavor.

Go for it!!!!!!!


------------------
Frank Burrows ABS
fburrows@absdata.com

[jazdale]

A parts dept with 25 employees and a service dept with 6 techs? I'm guessing you have a huge wholesale operation.

Timewise, I hope your parts dept can run on autopilot for the weeks/months it takes to understand where to put your focus. Your new tasks will be
1. Writers
2. Techs
3. Warranty
4. Customers (sometimes more illogical then your used to)
5. More need for office assitance than before.
6. New reports to learn how to read.

I suggest a time period of observance, then professional consultation, then 'build on what is in place'.

You'll do great.

[Doug]

I, too, was a parts manger for a number of years before going to the service department and then FOM. I miss my old parts deparment days at times, but running a service department is very challenging and rewarding.

I addition to the other good advice you have received, I would only add that a big part of my sucess comes from surrounding myself with outstanding staff members.

It would be unfair, though, to inadvertantly lull you into thinking that running a service department is easy. It isn't.

Of course, every store varies and does its clientele, but you'll likely be dealing with many more ....um...."personaility" issues....both with techs and customers. Keeping a parts custmer happy and a service customer happy are two different animals, even though many of the same basic principles apply.

Quite frankly, the problems which can crop up in service are often much more difficult to solve than I had in parts department. In parts department a "problem" or "mistake" is when a part is wrong or didn't arrive as planned. In service, a "problem" or "mistake" is when a tech backs a one-ton truck into a customer's brand new Corvette, or when $1500 of recommended repairs does not solve the problem that the car came in for, or whne your lube guy drains, but forgets to refill, the oil on a Northstar V8. Of course, I am grossly over-simplfying things here and using some extreme examples...but my point is this: be prepared for some interesting challenges !

But, I'm probably not telling you anything you don't already know, as you obviously are a well seasoned manager.

Well, I could go on for hours.....

Good luck
Doug