gm oil life

[JAMESFH]

it appears gm is recommending oil changes as per oil life indicator. time intervals between seeing customers will be longer. selling 25,000, 50,000, mile, etc. services is becoming the norm, much the same as it has been for the imports. we are a small community ( pop 15,000 ) with no import dealerships. im experiencing problems switching my cust base, and advisors to this way of doing business. comments or ideas???
jamesfh

[robc]

Just to make sure I am on the same page, you're talking about using a 5,000-mile base instead of a 3,000-mile base for maintenance? In such cases, where the larger maintenance is at the fifth interval (15k or 25K depending on the base) and the big package is at the tenth (30k or 50K).

Are you saying that you can't get the advisors to wait until that tenth interval and they are trying to sell the big package still at 30K?

[flyboy]

Have you watched the two IDLs on the OLM system?

You need to watch them, have your advisors watch them, and then simply educate your customers as to why GM is moving in that direction, and the obvious benefits to them (cust).

As far as getting you sdvisors on board, it makes alot of sense once you understand the program. We took the pages out of the owners manual and had a print shop put them into a poster and stuck one on the drive and another in the lounge. Really clarifies what needs to be done each time and what other services are going to be required in addition to the two schedueled maintenances.

Finally, we are not going backwards on this. Only the 04 models that this actually applies to are getting this plan. We continue to use the 3/3 schedule for all other models.

[tccollins]

Correct me if I am wrong but I think GM has moved in the direction of the service indicator light system informing the customer when service is due. They are not simply changing the mileage on the schedule from 3K to 5K. BMW went to this system years ago and it wasnt easy to change either customers or advisors.

The problem as I see it is I believe in preventive maintenance as does my Father who taught me about cars and service. I will have to have service done on a regular basis, 3K or 5K doesnt matter, I wont wait until the (excuse the term) idiot light tells me its time for service.

My personal opinion is that a percentage of GM customers will feel as my Father and I do, we will get the vehicle serviced somewhere else. I think it will be a long term educational process for GM and the dealers, the problem is they are dealing with GM customers not BMW customers. This will be an uphill challenge.

Good luck!


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tccollins

[flyboy]

Whether we feel this is the correct direction or not is irrelevent. The fact is, the GM OLMS is here to stay. I suppose we could piss and moan about it, as so many did the IDL training, and we will see where that takes us in five years. Much to the chagrin of so many GM SM's, the IDL training has not left, and it does continue to get better.

I am not saying that this is the best method of getting customers into the store, nor am I saying I think it is going to be easy to get customers to adapt. The point is, it's here. Deal with it, use it to your advantage because it is not going away.

Educating customers as to why GM is going that way and how it is designed to save them money, should help the transition. As to the writers, well, don't they follow your lead? Much of what we do as managers has a direct bearing on their attitude and sales performance. Support the program and get them on board, it is to your advantage.

Finally, one last thought before I close. Look over the owners manual regarding the maintenance schedules. You will find noted the need for additional services to be performed in conjunction with the Maint 1 and Maint 2 schedule. We actually have the opportunity to pick up some services if we plan ahead and work it. Educating the customer and training the writers is the key.

Flame away guys, I have my kevlar underwear on!