Now more than ever before dealerships need Express Maintenance. I truly believe most of us have accepted this but I also believe most of us do not fully understand or even agree with the concept. Being exposed to several dozen dealerships has only convinced me more that the Express Lane is COMPLETELY misunderstood.
Express Service exists to complete MPIs (Multi Point Inspections).
The low skill level service provided in the Express Lane is ideally suited to speed and consistency allowing the maximum number of vehicles through the lane which affords a very high level of inspections which translates to service sales.
The proficiency of the Express Technicians, regarding vehicle inspections, is of primary importance and must be monitored, corrected, and tested on a regular basis. The higher the priority the supervisors place on the MPI the higher the priority the staff will place on them also.
The Express Lane offers several revenue streams and additional profit centers that are not presently being exploited. We must stop referring to Oil Changes and begin “reprogramming” ourselves and our customers to refer to Services. Maintenance due by mileage is Dealer Driven based on local driving and weather conditions.
Factory Recommended Mainteances are a simple guideline as to the bare minimum maintenance required for a vehicle. By no means is the Factory Maintenance Schedule applicable to any one market.
“My responsibility, as a factory authorized dealer, is to identify the various types of driving conditions, road surfaces, weather conditions and other variables that will require additional measures to keep the customer’s vehicle not only in top driving condition but also in top “value” condition. A well maintained, documented and cared for vehicle is always worth more than the alternative.”
This is potentially the single most lucrative department in the entire dealership when you factor in the volume, up-sell potential, repair referrals and repeat loyalty that all come from a well operated Express Maintenance operation.