How familiar is this scenario to you? The Service Manager enters the Advisors office:

Manager: Quiet day today. Anything else coming in?

Advisor: Just a couple of services this afternoon?

Manager: Okay. Any PDI's or used cars we can work on?

Advisor: No. We handled all those yesterday.

Manager: Well, I'm going to take an early lunch then. Call me if anything comes up.

Advisor: Should I send Rick home?

Manager: Give him the option. He's going to be pretty upset either way because I had to send him home one day last week too.

While this example may indicate a number of challenges within a Service Department, it represents an all too common problem: Reactive rather than Proactive approaches to business. Or you could just have lazy people working for you. Let’s hope not.

One way you can begin to improve your business opportunities is by implementing a simple reminder call for appointments scheduled within 48 hours. All that it requires is an appointment list and someone to make the calls. By contacting customers in advance, you’ll be able to head off no shows and reschedule them for an appointment in the near future. Customers who don’t receive a call often forget and end up somewhere else for their service work.

You’ll also be able to fill in that slot in the schedule when you know a customer needs to cancel. This maximizes efficiency. In the long run, you’ll increase opportunities, keep your staff efficiency level higher, and make more money for the dealership and your employees.

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