A comprehensive must-have guide for all automotive dealers interesting in significantly improving the service profitability. This is the introduction.

1. Profitable Distributor Service Management Make Your Service Department the Driver of Your Dealership

2. “A mind once stretched by a new idea never regains its original dimension.” Oliver Wendell Holmes Food for Thought:

3. 1. Introduction 2. KPI Course Content: 3. Performance Diagnostics 4. Standard Times

4. 5. The Customer Course Content, cont’d: 6. Business Plan 7. Implementation 8. Resources

5. “An obstacle is something you see when you take your eyes off the goal.” Food for Thought:

6. Introduction Section 1 Introduction

7. Introduction 1.1 Profitable Service Operation is About… 1.2 Typical Perceptions About Service 1.3 4-Step Service Department Ladder 1.4 What Can be Achieved by Service 1.5 What it Takes to Turn Things Around

8. 1.1 Introduction Profitable Service Operation is About… Section 1.1

9. 1.1 Introduction Knowing your Market Market Size? Age Structure? Applications, Usage? Service Competition? Legislations, etc.? Potentials and Risks?

10. 1.1 Introduction Knowing Your Customers Support Requirements Opening Hours Location Training Their Expectations Others

11. 1.1 Introduction Listen To Your Customers Offer What They Need Follow Up Appreciate Their Business Under-Promise Care! Over-Deliver

12. 1.1 Introduction Background/Education Knowing your Staff Willingness to Learn Aspirations, Capabilities Attitude Capabilities, Needs and Aspirations Personality

13. 1.1 Introduction Master the KPIs Knowing your KPIs Know the Targets Gap Analysis Develop Action Plan Baseline, Gap Analysis Implement - Review

14. 1.1 Introduction Passion From Within Passion For Service Be Convinced Delegate Follow Up Appraise - Develop Motivate and Coach

15. 1.1 Introduction Profitable Distributor Service Business Is About… Attitude Awareness Authenticity

16. 1.2 Introduction Typical Perceptions About Service Section 1.2

17. 1.2 Introduction Service Typical Perceptions About Service Is Losing Money

18. 1.2 Introduction Service Typical Perceptions About Service Is Just a Headache

19. 1.2 Introduction Customers Are Typical Perceptions About Service Gone After Warranty

20. 1.2 Introduction Too Expensive Typical Perceptions About Service Too Slow

21. 1.2 Introduction Service, Rips Off Typical Perceptions About Service Their Customers

22. 1.2 Introduction Changes Parts For Typical Perceptions About Service the Sake of Changing

23. 1.2 Introduction They Don’t Follow Up Typical Perceptions About Service

24. 1.2 Introduction They Only Focus Typical Perceptions About Service Only On Their Own Business, Not Mine

25. 1.2 Introduction Parts Availability Typical Perceptions About Service Is Generally Poor

26. 1.2 Introduction Poor Value For Typical Perceptions About Service Money

27. 1.2 Introduction Should Only Support Typical Perceptions About Service Sales Department

28. 1.2 Introduction Draining Typical Perceptions About Service Management Resources

29. 1.2 Introduction Typical Perceptions About Service

30. 1.3 Introduction The 4-step Distributor Service Department Ladder Section 1.3

31. 1.3 Introduction Step 1 Step 2 Step 3 Step 4 Major profit generator. Main driving force for unit sales. Involved in all major decisions about the business. Generating some profit from it. Not such a major problem area after all. Not losing money but still a problem area. Headache and a major cost, doesn’t contribute with anything.

32. 1.3 Introduction Where is Your Workshop on This Ladder? Workshop 1

33. 1.4 Introduction What Can Be Achieved by a Distributor Service Department? Section 1.4

34. 1.4 Introduction Generate More Profit What Can Be Achieved by a Distributor Service Department? Than Parts Dept

35. 1.4 Introduction The Main Driver of What Can Be Achieved by a Distributor Service Department? The Entire Business

36. 1.4 Introduction Your Best Equipment What Can Be Achieved by a Distributor Service Department? Sales Man

37. 1.4 Introduction Quadruple Your What Can Be Achieved by a Distributor Service Department? Investment in Labor

38. 1.4 Introduction Your Biggest Captive What Can Be Achieved by a Distributor Service Department? Parts Customer

39. 1.4 Introduction What Can Be Achieved by a Distributor Service Department?

40. 1.5 Introduction Turning Around a Distributor Service Department Takes… Section 1.5

41. 1.5 Introduction Vision Time Determination Enthusiasm

42. 1.5 Introduction The Right People Correct Methods Right Tools and Equipment Authority to act

43. 1.5 Introduction Turning Around a Distributor Service Department Takes…

44. Introduction “I dreamed a thousand new paths. I woke and walked my old one.” Chinese Proverb Want to Change! Food for Thought:

45. Introduction “Insanity is doing the same thing in the same way and expecting a different outcome.” Chinese Proverb Try New Ways! Food for Thought:

46. Introduction Section 1, Summary Listen Care Analyze Act Know Your Business Know Your Customers Know Your KPIs