I spent several days with a Service Manager that is convinced there are no solutions to her problems. She is bright, capable, competent and creative but has tunnel vision when it comes to solving her problems.

Like a great many Service Managers she employs a Master Technician that has been at the dealership for more years than she has been alive. He controls dispatch, schedule volume and a great many other day to day activities in the service department. 

So what's the problem? The department is functioning well below expectations. After analyzing the situation I made several recommendations regarding the schedule, MPI's, Menu Presentations, Alignment Checks, etc... to begin increasing revenue she stopped me at every suggestion by saying the following:

"That makes a lot of sense but it will not work here because...."

Essentially every block to progress came back to the same technician, the Shop Foreman! That shop foreman blocks the following:

1) MPI takes too much time

2) Alignment Check machine might not be accurate

3) Scheduling appointments after 2:00 PM prevents completing every job

4) Up-selling fluids and maintenance is the technicians prerogative

To only mention a few. As we discussed each item I made a point of mentioning that the same name comes up every time and she countered with:

"Do you expect me to just fire him?"

My answer, as it always is regarding the human resource, is that unless they have done something immoral or illegal dismissal is never an option.

The Service Manager is afraid that no technician can be replaced because of the obvious shortage. She fears changing the pay plan or even enforcing some basic discipline in the shop for fear of loss. I understand her fear, almost EVERY Service Department suffers from the same paralysis but most will not admit it.

The solution is simple but that is not the point of this blog, the point is:

If you think you can or you cannot you are right! (Henry Ford)

She was willing to accept all of the outrageous demands and suffer the ridiculous opinions of a Shop Foreman that is at the end of a mediocre career at best. His narrow mindedness about all things is controlling her income, the departments success and the very future of the dealership. 

Are you suffering from the same paralysis? Are you being "bullied" into accepting poor business practices for fear of losing a technician or a Shop Foreman? If you are then they are in complete control of your future and you are making it happen. The problem is NOT the Shop Foreman, he is a symptom of the real problem: The Service Manager is the problem here.