Dealer Development

The Legal Consequences of the Repair Order

The Repair Order / Job Card The Repair Order, also referred to as The Job Card, is a contract between the dealership and the party acting as the vehicle’s custodian, to perform the task/s requested requested by the vehicle’s custodian. Any complaint referred to an arbitrator or the courts will require the Repair Order and …

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Service Appointments – 15 Best Practice Principles

Does your dealership bookings process follow these 15 best-practice guidelines? Makes allowance for carry-overs, walk-in’s, and tow-ins. When setting appointments always starts with the current day and works toward future dates. Customers should not wait more than two days for an appointment unless they specifically request to do so. Appointments are booked according to the …

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Understanding Service Department KPI’s – Productivity

PRODUCTIVITY Productivity represents a combination of the workshops Efficiency and Utilisation Productivity = (Hours Sold / Hours Available) X 100 Benchmark: 103% – 110% Hours Sold is a function of the work available to the Service Department that is dependent on the bookings taken by the Service Department and the Costing of the Repair Order …

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Understanding Service Department KPI’s – Utilisation

UTILISATION Utilisation is a function of the technician hours actually spent working compared against the time the technician is available to work. Utilisation % = (Hours Worked / Hours Attended) X 100 Benchmark: 85% – 90% Hours Worked is a function of the amount of work available to the Service Department. The Hours Worked value …

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Dealership Revenue Optimisation

In the midst of Covid-19 lockdown and the reversal of the economy many dealerships are fearful for their future. Having being so focused on sales they are oblivious to the fact that their Aftersales division is the mainstay of the dealership. See my previous blogs for perspective:   Holding less stock and retrenching staff will …

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The Paradox of Aftersales

When asked what area of the dealership was the most important for the overall success of their business, many Dealer Principals respond with New and Used vehicle sales. However, that’s the wrong answer and is symptomatic of the industry where dealerships invest their time, energy, training and marketing in their New Vehicle Department, ignoring the …

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