Service Process

TIME, if not utilised, is gone forever!

Your Service Department’s resource is … TIME. Every Service Department endevour is a means to maximise the sale of its TIME or AVAILABLE HOURS. Time is the most difficult workshop discipline to manage. Lost time can never be recovered. Unlike the inventories in the Parts Division or New and Used Vehicle stock:  time is perishable. …

TIME, if not utilised, is gone forever! Read More »

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 …

The Legal Consequences of the Repair Order Read More »

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 …

Service Appointments – 15 Best Practice Principles Read More »

The Potential Risk of Work In Progress

Work In Progress Work In Progress represents income that is at risk of being lost to the Service Department. Work In Progress refers to repair orders (Warranty, Retail, or Internal) not finally costed and allocated for payment. Usually, within a 12-hour period, this is could be an operational delay in processing warranty and internal jobs …

The Potential Risk of Work In Progress Read More »

Dealership Service Department – Labour and Potential Income

The Workshop’s Potential Earnings are derived from selling labour hours, so it is important to understand how many potential hours are available for sale each day. Potential time available from technicians Technician                               9 hours Apprentice 1st Year                 2.25 hours Apprentice 2nd Year                4.5 hours Apprentice 3rd Year                 6.75 hours Apprentice 4th Year                 8 …

Dealership Service Department – Labour and Potential Income Read More »

Service Advisor Best Practice – Vehicle Handover

From a Service Advisors perspective, these are Vehicle Handover Best Practice Suggestions. Schedule customer collection appointments to minimise the end of the day rush. Stagger collection times to allow at least 10 minutes to be spent with each customer. After the vehicle has been cleaned ensure it is reversed into a delivery bay. Perform a …

Service Advisor Best Practice – Vehicle Handover Read More »

Scroll to Top