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Jason Unrau

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Jason Unrau Blog Posts

Training Produces a Polished, Professional Service Advisor

by Jason Unrau Sep 11, 2020

Training Produces a Polished, Professional Service Advisor

by Jason Unrau Sep 11, 2020
Working at the service desk or being a customer who brings a vehicle in for maintenance, it’s evident when a service advisor doesn’t know w…
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Meeting Service Customer Expectations in a Post-COVID World

by Jason Unrau Sep 5, 2020

Meeting Service Customer Expectations in a Post-COVID World

by Jason Unrau Sep 5, 2020
Prior to March 2020, service departments virtually all operated the same. Customers pulled their vehicles into the service drive, a service advisor greeted…
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Missing Multi-Point Inspections? You’re Missing Opportunities.

by Jason Unrau Aug 29, 2020

Missing Multi-Point Inspections? You’re Missing Opportunities.

by Jason Unrau Aug 29, 2020
Every service department uses multi-point inspections in come capacity. It’s preached constantly that MPIs are the linchpin for upselling opportu…
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Create a Cohesive COVID Service Message

by Jason Unrau Aug 21, 2020

Create a Cohesive COVID Service Message

by Jason Unrau Aug 21, 2020
Dealers did a fantastic job of communicating in-store strategies when the pandemic struck, particularly for fixed operations visits. Websites were updated …
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Automated or Personalized Service - Which Would You Choose?

by Jason Unrau Aug 14, 2020

Automated or Personalized Service - Which Would You Choose?

by Jason Unrau Aug 14, 2020
The auto industry has always been resilient through challenging times, mainly because of the people. It’s an industry that you just can’t k…
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Knowledge is Power, so Track Important Service Stats

by Jason Unrau Aug 8, 2020

Knowledge is Power, so Track Important Service Stats

by Jason Unrau Aug 8, 2020
J.D. Power and TrueCar have struck a deal for the sale of ALG, so it’s headed to a new home. Absorbing a company for $135 million that does much …
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Are Your Techs Ready for Electric?

by Jason Unrau Jul 31, 2020

Are Your Techs Ready for Electric?

by Jason Unrau Jul 31, 2020
Flick on the television today and you get cars coming up in two different scenarios. The first is with commercials, telling you all about the new featu…
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The Case for a Simplified Service Invoice

by Jason Unrau Jul 24, 2020

The Case for a Simplified Service Invoice

by Jason Unrau Jul 24, 2020
As a service advisor, one of the most consistent complaints I ever received was not about fixed first visit issues, nor was it about being overpriced. …
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Get Busy in the Aftermarket Sales Business

by Jason Unrau Jul 17, 2020

Get Busy in the Aftermarket Sales Business

by Jason Unrau Jul 17, 2020
Despite a resurgence in the coronavirus pandemic, the SEMA Show is still slated to go ahead this November in Las Vegas. And in spite of the social dist…
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Is the Service Department Keeping Customer Data Secure?

by Jason Unrau Jul 10, 2020

Is the Service Department Keeping Customer Data Secure?

by Jason Unrau Jul 10, 2020
A quick visit to the dealership for an oil change isn’t exactly the riskiest behavior someone can engage in. The routine procedure should do noth…
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Maintain Service Excellence in the Recovery

by Jason Unrau Jul 3, 2020

Maintain Service Excellence in the Recovery

by Jason Unrau Jul 3, 2020
Undoubtedly, most of the population understands that businesses need to adapt to the ‘new normal’ during the COVID-10 recovery. Between ple…
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Adapt Service Advisor Pay Plans Post-Pandemic

by Jason Unrau Jun 26, 2020

Adapt Service Advisor Pay Plans Post-Pandemic

by Jason Unrau Jun 26, 2020
In Mid-March, dealership service departments became like ghost towns with about 80 percent of service business vaporizing. Some dealerships in the coun…
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Taking Opportunities for Service to Sales Handoff

by Jason Unrau Jun 19, 2020

Taking Opportunities for Service to Sales Handoff

by Jason Unrau Jun 19, 2020
As dealership car sales are rebounding, we’re hearing about a V-shaped economic recovery being a possibility. It’s the prediction that as f…
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Service Advisor Basics in a Pandemic Recovery

by Jason Unrau Jun 12, 2020

Service Advisor Basics in a Pandemic Recovery

by Jason Unrau Jun 12, 2020
New normal, social distancing, quarantine, self-isolation. They’re all terms that everyone hopes to never hear again when we’re through wit…
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A Chance to Lean Out the Collision Repair Department

by Jason Unrau Jun 6, 2020

A Chance to Lean Out the Collision Repair Department

by Jason Unrau Jun 6, 2020
The pandemic recovery effort has started and states have begun letting their citizens participate in more activities. Traffic has been increasing, and …
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What Joblessness Means for Service Departments

by Jason Unrau May 29, 2020

What Joblessness Means for Service Departments

by Jason Unrau May 29, 2020
We’re at the end of May 2020, and the jobless rate in the United States has just surpassed 40 million, or 14.7%. That’s the highest it has …
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How Service Advisors Can Keep Your Clients Coming Back

by Jason Unrau May 22, 2020

How Service Advisors Can Keep Your Clients Coming Back

by Jason Unrau May 22, 2020
After an economic shutdown like the United States is just emerging from, no one really knows what to expect. In the modern era, it’s foreign terr…
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Service Department, You’re About to Be Leaned on Heavy!

by Jason Unrau May 15, 2020

Service Department, You’re About to Be Leaned on Heavy!

by Jason Unrau May 15, 2020
Recently, I posted that dealerships should focus their marketing on the fixed operations department. Throughout the COVID-19 crisis, service departments ha…
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How Will the Auto Service Industry Change Moving Forward?

by Jason Unrau May 8, 2020

How Will the Auto Service Industry Change Moving Forward?

by Jason Unrau May 8, 2020
In the fall, nobody could’ve predicted what the world has faced over the past few months. The coronavirus has forced companies to quickly adapt h…
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How Fixed Ops Can Help with Sales Rebound

by Jason Unrau May 1, 2020

How Fixed Ops Can Help with Sales Rebound

by Jason Unrau May 1, 2020
Car sales have taken a beating in the past six weeks. April sales figures aren’t in yet, but it’s safe to estimate that they remain at leas…
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Take the Narrow Road to Recovery

by Jason Unrau Apr 24, 2020

Take the Narrow Road to Recovery

by Jason Unrau Apr 24, 2020
Some states are still inundated with the novel coronavirus, but others are holding fast with no new cases for days. There could soon be a return to wor…
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Careful, This is the ‘In’ Direct-to-Consumer Carmakers Needed

by Jason Unrau Apr 17, 2020

Careful, This is the ‘In’ Direct-to-Consumer Carmakers Needed

by Jason Unrau Apr 17, 2020
State after state, Tesla has scrapped and clawed their way into the fray in a model that shirks the automotive retail norm: direct-to-consumer sales. W…
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Planning for the Future of Fixed Ops

by Jason Unrau Apr 10, 2020

Planning for the Future of Fixed Ops

by Jason Unrau Apr 10, 2020
We don’t know what’s going to happen. Nearly all states have stay-at-home orders, and not to minimize the impact on other industries, but t…
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Put Your Marketing Focus on Fixed Ops

by Jason Unrau Apr 3, 2020

Put Your Marketing Focus on Fixed Ops

by Jason Unrau Apr 3, 2020
March 2020 felt like the longest decade in modern history, didn’t it? In the automotive industry, dealerships in most states have gone from flour…
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A Charitable Fixed Ops Response to COVID-19

by Jason Unrau Mar 27, 2020

A Charitable Fixed Ops Response to COVID-19

by Jason Unrau Mar 27, 2020
What unprecedented times we live in. The current response to the coronavirus outbreak in America has hundreds of millions of people practicing social d…
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‘Buy From Home’ Works for Sales, But What About Service?

by Jason Unrau Mar 20, 2020

‘Buy From Home’ Works for Sales, But What About Service?

by Jason Unrau Mar 20, 2020
The government is now telling us that we may not be getting back to normal for weeks or months, whatever that new normal is going to look like. Dealers…
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Improving Service CX – “Did Not Provide a Loaner Vehicle”

by Jason Unrau Mar 14, 2020

Improving Service CX – “Did Not Provide a Loaner Vehicle”

by Jason Unrau Mar 14, 2020
There isn’t a service advisor alive that hasn’t heard, “Why can’t I have a loaner car?” It’s many a customer’…
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Improving Service CX – What Does the Dealer Charge?

by Jason Unrau Mar 6, 2020

Improving Service CX – What Does the Dealer Charge?

by Jason Unrau Mar 6, 2020
The customer experience has several dimensions, and all of them have to line up to achieve a truly awesome customer experience in the service departmen…
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Improving Service CX – “Had an Appointment but Waited in Line”

by Jason Unrau Feb 28, 2020

Improving Service CX – “Had an Appointment but Waited in Line”

by Jason Unrau Feb 28, 2020
Very few things are more frustrated than feeling like your time has been wasted. Think about something as routine as going through a fast food drive th…
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Improving Service CX: Dealing with Additional Services

by Jason Unrau Feb 21, 2020

Improving Service CX: Dealing with Additional Services

by Jason Unrau Feb 21, 2020
In our month-long series on improving the customer experience in the service department, we now look at the second-most common issue identified by cust…
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Improving Service CX – Addressing ‘Longer than Expected’ Wait Times

by Jason Unrau Feb 14, 2020

Improving Service CX – Addressing ‘Longer than Expected’ Wait Times

by Jason Unrau Feb 14, 2020
The customer experience in the service department is perhaps the most crucial place. Customers are coming in to pay an invoice for something that&rsquo…
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Improving Service CX – What Do Customers Want?

by Jason Unrau Feb 7, 2020

Improving Service CX – What Do Customers Want?

by Jason Unrau Feb 7, 2020
We know that customers want the dealership experience to improve, and that’s definitely true for the service experience. The quest to make servic…
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How to Win Sales and Influence Customers

by Jason Unrau Jan 31, 2020

How to Win Sales and Influence Customers

by Jason Unrau Jan 31, 2020
I’ll be honest, the title is a cheap rip-off of Dale Carnegie’s book, “How to Make Friends and Influence People”. The direct, n…
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How to Use Service Videos in Text Message

by Jason Unrau Jan 24, 2020

How to Use Service Videos in Text Message

by Jason Unrau Jan 24, 2020
We already know that text messaging is the most desired method of communication for most service customers. It’s trending in the right direction …
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When Service Advisors Say, “Hey, That’s MY Customer!”

by Jason Unrau Jan 17, 2020

When Service Advisors Say, “Hey, That’s MY Customer!”

by Jason Unrau Jan 17, 2020
To say that the dealership I worked at was Dog Eat Dog would put it mildly. It wasn’t just a competition to be at the top of the figurative servi…
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Showing Value in Service and Repair

by Jason Unrau Jan 10, 2020

Showing Value in Service and Repair

by Jason Unrau Jan 10, 2020
The Cox Automotive Maintenance and Repair Study states it clearly: the #1 reason car buyers go elsewhere for their automotive service is because of Val…
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Back to Basics: Remember WHY You’re Selling Service

by Jason Unrau Jan 4, 2020

Back to Basics: Remember WHY You’re Selling Service

by Jason Unrau Jan 4, 2020
You can’t deny that a primary role for a service advisor is to generate income for the dealership. There’s constant talk about hitting 100%…
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Back to Basics: Three Tips to Kick Off 2020 Right

by Jason Unrau Dec 28, 2019

Back to Basics: Three Tips to Kick Off 2020 Right

by Jason Unrau Dec 28, 2019
As we’re about to ring in a new decade, there are going to be plenty of technological advances coming to the automotive market. Whether it’s mo…
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Four Ways to Beat the Aftermarket Service Providers

by Jason Unrau Dec 21, 2019

Four Ways to Beat the Aftermarket Service Providers

by Jason Unrau Dec 21, 2019
A while ago, I tested an aftermarket quick lube to provide a firsthand comparison with the dealership process. Then recently, I wrote about the firstha…
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Develop Your Next-Gen Leadership from Service Employees

by Jason Unrau Dec 13, 2019

Develop Your Next-Gen Leadership from Service Employees

by Jason Unrau Dec 13, 2019
Service employees work hard, really hard. The service department is a baptism-by-fire style of teaching, especially in busy domestic dealers where there is…
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Is There Value in Your Service Pricing?

by Jason Unrau Dec 6, 2019

Is There Value in Your Service Pricing?

by Jason Unrau Dec 6, 2019
It’s been mentioned several times, yet it’s still a valid point. Customers are choosing aftermarket service centers over their selling deal…
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How NOT to Operate Your Service Department like Tesla

by Jason Unrau Nov 29, 2019

How NOT to Operate Your Service Department like Tesla

by Jason Unrau Nov 29, 2019
If you saw the product reveal for the Tesla Cybertruck, you’re aware of the famous flop Elon Musk encountered on stage. Not exactly the glorious mome…
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Service Videos – Are You Creating Them Yet?

by Jason Unrau Nov 22, 2019

Service Videos – Are You Creating Them Yet?

by Jason Unrau Nov 22, 2019
I have some mind-blowing statistics you need to know if you’re a GM, dealer principal, marketing manager, or service manager. 78 percent of…
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A Big Reason People Leave Your Website and Don’t Come Back

by Jason Unrau Nov 15, 2019

A Big Reason People Leave Your Website and Don’t Come Back

by Jason Unrau Nov 15, 2019
I intended to write about the renewed importance of service videos on a dealership’s website. A resource I had lined up changed my topic in about…
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Internet Scheduling is Increasingly Popular, But Are You Doing It Right?

by Jason Unrau Nov 8, 2019

Internet Scheduling is Increasingly Popular, But Are You Doing It Right?

by Jason Unrau Nov 8, 2019
Like all industries, customers are heading online more often for automotive service. The 2019 J.D. Power Customer Service Index Study shows a 40 percen…
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Can Your Service Department Go Mobile?

by Jason Unrau Nov 2, 2019

Can Your Service Department Go Mobile?

by Jason Unrau Nov 2, 2019
We know that a dealership’s fixed operations departments are the profit center. New and used vehicle sales can fluctuate wildly but vehicle servi…
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Back to Basics: Service Advisor Phone Skills

by Jason Unrau Oct 25, 2019

Back to Basics: Service Advisor Phone Skills

by Jason Unrau Oct 25, 2019
Three extensions to the service department, three voice mails. Booking an appointment to purchase winter tires and rims, a $1400 touch before taxes, an…
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Why Sales Needs a Dedicated Service Technician

by Jason Unrau Oct 19, 2019

Why Sales Needs a Dedicated Service Technician

by Jason Unrau Oct 19, 2019
The average time it takes to recondition a used car is 10 days. A vehicle depreciates approximately $10 per day. I’ve personally seen the process…
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How Servicing Fleets Should Be Different

by Jason Unrau Oct 13, 2019

How Servicing Fleets Should Be Different

by Jason Unrau Oct 13, 2019
A large local construction company truck pulls into the service drive. The lone occupant hops out of the driver’s seat, already scrolling through…
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Five Ways Service Managers Can Support their Service Advisors

by Jason Unrau Oct 4, 2019

Five Ways Service Managers Can Support their Service Advisors

by Jason Unrau Oct 4, 2019
Like all industries, there is often an ‘us versus them’ mentality between management and front-line staff. My guess is that your experience…
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Ways to Use Video Well for Fixed Ops

by Jason Unrau Sep 27, 2019

Ways to Use Video Well for Fixed Ops

by Jason Unrau Sep 27, 2019
Lately, I’ve seen clients and prospects alike that are starting to get it. Digital media strategies aren’t new anymore, but they seem to be in …
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How Local Influencers Can Boost Your Business

by Jason Unrau Sep 20, 2019

How Local Influencers Can Boost Your Business

by Jason Unrau Sep 20, 2019
‘Live On Location’ radio shows are still a staple in Saturday morning car sales. It’s been an effective way of capturing an audience&…
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Aim for the Right Service Customers with Data

by Jason Unrau Sep 16, 2019

Aim for the Right Service Customers with Data

by Jason Unrau Sep 16, 2019
The service department at dealerships is mostly passive, not actively seeking out new clients. No one’s going to turn down new customers, but activel…
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Market Service by Spending Money at Your Competitors

by Jason Unrau Sep 6, 2019

Market Service by Spending Money at Your Competitors

by Jason Unrau Sep 6, 2019
Much of what I do is creating content that helps retain customers. As you know already, customer defection rates within three years of purchasing a veh…
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Do You Treat the Auto Body Department as an Asset or Necessity?

by Jason Unrau Sep 1, 2019

Do You Treat the Auto Body Department as an Asset or Necessity?

by Jason Unrau Sep 1, 2019
As you’re aware, autobody departments or collision centers are part of many dealerships in North America. Of more than 225 million licensed drivers i…
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The 95-Percent Delivery that Ends in Divorce

by Jason Unrau Aug 24, 2019

The 95-Percent Delivery that Ends in Divorce

by Jason Unrau Aug 24, 2019
Some parts of the automotive business are a little different in the Great White North. The industry may be more resilient in some ways, and less affect…
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Give Customers a Refreshing, Old Ad Message

by Jason Unrau Aug 16, 2019

Give Customers a Refreshing, Old Ad Message

by Jason Unrau Aug 16, 2019
If you’re the average dealer who’s trying to grow business, the fixed operations departments are one of the best bets you can make. Once you br…
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Why You Shouldn’t Expect Your Service Advisors to Do More

by Jason Unrau Aug 9, 2019

Why You Shouldn’t Expect Your Service Advisors to Do More

by Jason Unrau Aug 9, 2019
The service advisor's job is a juggling act. Do you answer the line flashing on your phone first, call the estimate an impatient tech just put in y…
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Make Your Menu Prices an Asset

by Jason Unrau Aug 2, 2019

Make Your Menu Prices an Asset

by Jason Unrau Aug 2, 2019
A McKinsey Insights article titled “Driving the Automotive Customer Experience Toward the Age of Mobility” explores the shift in demographics f…
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Why Fixed Ops Managers Need to Experience DSES

by Jason Unrau Jul 26, 2019

Why Fixed Ops Managers Need to Experience DSES

by Jason Unrau Jul 26, 2019
More emphasis has been put on the service and parts departments recently than ever before. While there have been huge strides forward, it seems like fixed …
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Add Service Value with Dealer Amenities

by Jason Unrau Jul 19, 2019

Add Service Value with Dealer Amenities

by Jason Unrau Jul 19, 2019
The 2018 Cox Automotive Car Buyer Journey reveals that about 77 percent of a dealership’s service customers think they’re being overcharged. Th…
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Upselling Poll Shows 1 in 3 Customers Buys Additional Services

by Jason Unrau Jul 12, 2019

Upselling Poll Shows 1 in 3 Customers Buys Additional Services

by Jason Unrau Jul 12, 2019
Fixed Ops Journal teamed up with DealerRater in April 2019 to ask customers a question: “The last time you took your vehicle to the dealership for…
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Make the Customer Experience an Advantage

by Jason Unrau Jul 5, 2019

Make the Customer Experience an Advantage

by Jason Unrau Jul 5, 2019
Ask anyone which is more important, customer service or price, and you’ll get a consistent answer: both. In order to have the opportunity to serve th…
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Leverage Service Knowledge in Social Media

by Jason Unrau Jun 28, 2019

Leverage Service Knowledge in Social Media

by Jason Unrau Jun 28, 2019
A simple Google search for dealership social media ideas gives you a snapshot into things dealerships think about customers. One after another, all the…
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Put Your Dealer Advantage to Work in Service

by Jason Unrau Jun 21, 2019

Put Your Dealer Advantage to Work in Service

by Jason Unrau Jun 21, 2019
According to the CallSource Automotive Inbound Call Data Report, the service department phone is a missed opportunity. Over the past four years, 40 per…
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Be a Healthy Service Team Leader

by Jason Unrau Jun 14, 2019

Be a Healthy Service Team Leader

by Jason Unrau Jun 14, 2019
Service managers and fixed ops directors, this one is for you. Anyone who has had a role in service management knows how lonely it often is. You&rsq…
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Smart Service Pricing Decisions Start with Competitive Price Comparisons

by Jason Unrau Jun 7, 2019

Smart Service Pricing Decisions Start with Competitive Price Comparisons

by Jason Unrau Jun 7, 2019
The Cox Automotive Maintenance and Repair Study emphasizes that less than 1 in 3 service visits are done at the dealership. Customers are taking their …
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Seriously, Parts People, Pick Up Your Phones!

by Jason Unrau May 31, 2019

Seriously, Parts People, Pick Up Your Phones!

by Jason Unrau May 31, 2019
Phone skills are one of the things that everyone thinks they have. After the first hour of training, every new employee knows what to say when they answer …
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Earn Service Customer Trust in an Unlikely Way – Transparent Pricing

by Jason Unrau May 24, 2019

Earn Service Customer Trust in an Unlikely Way – Transparent Pricing

by Jason Unrau May 24, 2019
Customer retention at the dealership level is abysmal after a customer’s new vehicle warranty expires. Extended service contracts help somewhat, …
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Improving Service Efficiency for the Customer

by Jason Unrau May 17, 2019

Improving Service Efficiency for the Customer

by Jason Unrau May 17, 2019
As a former service advisor for one of the busiest Chevrolet dealerships on the prairies, I know firsthand how many customer interactions frontline sta…
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Why Customers Think Your Efficient Service Process is Inefficient

by Jason Unrau May 10, 2019

Why Customers Think Your Efficient Service Process is Inefficient

by Jason Unrau May 10, 2019
No matter what industry you look at, there are things we’d change as a customer. For the health care field, the wait time to see your doctor woul…
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Give Customers the Information They Want

by Jason Unrau May 3, 2019

Give Customers the Information They Want

by Jason Unrau May 3, 2019
Recently, I’ve been asked to audit a few dealers’ fixed operations presence on their websites. They’ve found that their customer engageme…
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Create Consistency Across Channels

by Jason Unrau Apr 26, 2019

Create Consistency Across Channels

by Jason Unrau Apr 26, 2019
As a consumer, I expect my experience to be consistent with the research I’ve done online. To me, it doesn’t matter if it’s finding an it…
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Three Summer Upsell Questions Service Advisors Can Ask

by Jason Unrau Apr 19, 2019

Three Summer Upsell Questions Service Advisors Can Ask

by Jason Unrau Apr 19, 2019
The 2018 Cox Automotive Service Industry Study gives dealers a chance to laud their service advisors instead of admonishing them. One very important statis…
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Technology-Related No Fault Founds: Can You Head Them Off?

by Jason Unrau Apr 13, 2019

Technology-Related No Fault Founds: Can You Head Them Off?

by Jason Unrau Apr 13, 2019
New cars have more technology packed into them today, and it’s only increasing. Think about this: the world’s first supercomputer, the CDC 6600…
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They’re YOUR Service Customers, But Do They Know It?

by Jason Unrau Apr 5, 2019

They’re YOUR Service Customers, But Do They Know It?

by Jason Unrau Apr 5, 2019
A lot of attention is given to providing the customer with an experience they want – deservedly so. It’s an extremely important component f…
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What Keeps Your Truck Customers Loyal Among Rising Vehicle Prices?

by Jason Unrau Mar 29, 2019

What Keeps Your Truck Customers Loyal Among Rising Vehicle Prices?

by Jason Unrau Mar 29, 2019
The popular automotive marketplace, CarGurus, released data from a recent poll of truck owners. This segment, previously thought to be fiercely loyal t…
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It’s Official: Texting Boosts Service Satisfaction Scores!

by Jason Unrau Mar 22, 2019

It’s Official: Texting Boosts Service Satisfaction Scores!

by Jason Unrau Mar 22, 2019
The 2019 U.S. Customer Service Index Study results by J.D. Power have been published. You’ve seen the report before, but it should be more than just …
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Making Mass Service Campaigns that Commands Personal Responses

by Jason Unrau Mar 18, 2019

Making Mass Service Campaigns that Commands Personal Responses

by Jason Unrau Mar 18, 2019
As a service manager or fixed operations director, this information is for you. There has been much to do about email interactions and direct market…
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There’s a Name on the RO but Does the Customer Feel Like a Number?

by Jason Unrau Mar 8, 2019

There’s a Name on the RO but Does the Customer Feel Like a Number?

by Jason Unrau Mar 8, 2019
In the previous several weeks, we’ve had plenty of discussion about the customer experience. There’s a realization that customers are no longer…
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Watch for These If You’re Sending Email Campaigns!

by Jason Unrau Mar 2, 2019

Watch for These If You’re Sending Email Campaigns!

by Jason Unrau Mar 2, 2019
Contrary to popular belief, email marketing is not dead. It isn’t even dying. For the service industry, it’s still one of the best ways to elic…
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Only 2 in 5 Customers Receives a Sales-to-Service Handoff??

by Jason Unrau Feb 22, 2019

Only 2 in 5 Customers Receives a Sales-to-Service Handoff??

by Jason Unrau Feb 22, 2019
DealerRater recently polled over 16,000 new car buyers on behalf of Fixed Ops Journal. The question was straightforward: "The last time you bou…
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The Problem with Pandering to the Customer Experience

by Jason Unrau Feb 21, 2019

The Problem with Pandering to the Customer Experience

by Jason Unrau Feb 21, 2019
A couple of years ago, there was no such thing as the abbreviation (CX) or the buzzword it represents: Customer eXperience. And now, you can’t …
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Being a Relevant Service Department

by Jason Unrau Feb 15, 2019

Being a Relevant Service Department

by Jason Unrau Feb 15, 2019
The latest news out of the auto industry is that Amazon, everyone’s favorite online retailer, is investing $700 million into the electric truck a…
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The Experience Customers Want from the Service Department

by Jason Unrau Feb 1, 2019

The Experience Customers Want from the Service Department

by Jason Unrau Feb 1, 2019
From the sun-soaked east side of Hawaii’s Big Island, I have the pleasure of writing about the preferred customer experience. And what doesn&rsqu…
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Are Your Brand Promise and Customer Experience Aligned?

by Jason Unrau Jan 25, 2019

Are Your Brand Promise and Customer Experience Aligned?

by Jason Unrau Jan 25, 2019
Think of a recent experience with retail that you’ve had, or perhaps a few. It doesn’t matter what it is – Walmart, Lowe’s, Ame…
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How an Entrepreneurial Approach Makes the Service Team Better

by Jason Unrau Jan 18, 2019

How an Entrepreneurial Approach Makes the Service Team Better

by Jason Unrau Jan 18, 2019
Everyone says it: “There’s no ‘I’ in ‘Team’”. It’s one of the phrases that draws eye rolls and exaspera…
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Use the Service Department to Build Trust on Your Website

by Jason Unrau Jan 11, 2019

Use the Service Department to Build Trust on Your Website

by Jason Unrau Jan 11, 2019
Check out some of the most popular websites in the world. According to Alexa Internet traffic rankings for North American sites, it goes Google, Y…
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Mirror the Service Department Online

by Jason Unrau Jan 4, 2019

Mirror the Service Department Online

by Jason Unrau Jan 4, 2019
Ever browse a retailer’s website, completely awestruck by the professional appearance, a wide array of available products, and helpful content, a…
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Getting Technicians into the Service Team

by Jason Unrau Dec 31, 2018

Getting Technicians into the Service Team

by Jason Unrau Dec 31, 2018
Us versus them. In many dealership service departments, that’s the relationship between the service advisors and the technicians. Is shouldn&rsqu…
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Advisor Selling Skills: Are You Overthinking the Sale?

by Jason Unrau Dec 21, 2018

Advisor Selling Skills: Are You Overthinking the Sale?

by Jason Unrau Dec 21, 2018
The Christmas season is upon us, closely followed by New Years. It’s a magical time of the year that’s full of Christmas cheer, time spent with…
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Want Happy Service Advisors? Give Them the Pay Plan They Want

by Jason Unrau Dec 14, 2018

Want Happy Service Advisors? Give Them the Pay Plan They Want

by Jason Unrau Dec 14, 2018
You learn a lot about yourself in the service drive. You quickly find out if you’re truly an extrovert or an introvert-in-disguise, you discover if y…
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Where Will the Service Department Take Your Store in 2019?

by Jason Unrau Dec 7, 2018

Where Will the Service Department Take Your Store in 2019?

by Jason Unrau Dec 7, 2018
December is in full swing, hopefully off to a strong start. In the blink of an eye, it’s going to be New Year’s, and a blank slate will be …
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When You Just Don’t Feel It

by Jason Unrau Nov 30, 2018

When You Just Don’t Feel It

by Jason Unrau Nov 30, 2018
“Do something you LOVE.” “Find a career that fulfills you.” Our culture today impresses upon students that they can do wh…
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You Have to Plan for Growth…But How Much?

by Jason Unrau Nov 26, 2018

You Have to Plan for Growth…But How Much?

by Jason Unrau Nov 26, 2018
A look back on the past eleven months is going to put you in one of three categories. You’re right on pace to finish 2018 on target, and yo…
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Low-Cost Service Marketing Tactics for December

by Jason Unrau Nov 16, 2018

Low-Cost Service Marketing Tactics for December

by Jason Unrau Nov 16, 2018
Inevitably, the service department in December is a frustrating enigma. It’s next to impossible to predict the ebbs and flows, the staffing schedule …
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Where is the True ROI in Fixed Ops?

by Jason Unrau Nov 10, 2018

Where is the True ROI in Fixed Ops?

by Jason Unrau Nov 10, 2018
Everyone is talking about KPIs and measuring the past ten months to plan for the next calendar year. It’s critical stuff. A dealership would stru…
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Is your BDC for the Sales or the Service Department?

by Jason Unrau Nov 2, 2018

Is your BDC for the Sales or the Service Department?

by Jason Unrau Nov 2, 2018
Last year, I was shown around a local dealership by the dealer principal, someone I had worked for elsewhere in my past. He walked me through the parts dep…
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Set Unconventional Goals for 2019

by Jason Unrau Oct 27, 2018

Set Unconventional Goals for 2019

by Jason Unrau Oct 27, 2018
Every conference, webinar, training session, and manager’s meeting you’ll be a part of focuses on the business side of a car dealership. Th…
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What You Should Focus On Instead of Service Sales in the Final Quarter

by Jason Unrau Oct 19, 2018

What You Should Focus On Instead of Service Sales in the Final Quarter

by Jason Unrau Oct 19, 2018
Well into the last quarter of 2018, most service managers are looking at the DOC and wondering if they’re going to achieve their target. And if n…
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What 2018 Has Shown About Retail Automotive…So Far

by Jason Unrau Oct 12, 2018

What 2018 Has Shown About Retail Automotive…So Far

by Jason Unrau Oct 12, 2018
It’s been an up and down ride, folks. What’s happened so far in 2018 has stirred up the automotive industry, from the sales floor to the wash b…
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People are Silently Dissatisfied with Their Jobs in Your Store

by Jason Unrau Oct 5, 2018

People are Silently Dissatisfied with Their Jobs in Your Store

by Jason Unrau Oct 5, 2018
Ever felt unhappy with your career? Of course, you have at times. But we’re talking today about a deeper type of job dissatisfaction than having …
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Smooth Out the Wrinkles Between Interdepartmental Staff

by Jason Unrau Sep 28, 2018

Smooth Out the Wrinkles Between Interdepartmental Staff

by Jason Unrau Sep 28, 2018
In every dealership I’ve worked for – and several others I’ve had the pleasure of visiting – the customer experience in the ser…
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Copy Wall Street to Diversify Your Marketing

by Jason Unrau Sep 21, 2018

Copy Wall Street to Diversify Your Marketing

by Jason Unrau Sep 21, 2018
Ever invested in the stock market? I’m not talking about relatively safe investment portfolios, bonds, or a few shares in Google. The type of inv…
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Service Content is Responsible for Driving Dealership Traffic – Here’s Why

by Jason Unrau Sep 14, 2018

Service Content is Responsible for Driving Dealership Traffic – Here’s Why

by Jason Unrau Sep 14, 2018
Think with Google always provides interesting tidbits. From an August 2018 insights report, their research tells us that “84% of Americans are sh…
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The Call You Don’t Make Today WILL Affect Traffic

by Jason Unrau Sep 7, 2018

The Call You Don’t Make Today WILL Affect Traffic

by Jason Unrau Sep 7, 2018
In sales and service, there are times you know a customer just isn’t going to buy. There’s no way. Sometimes you can tell by reading their …
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Turn Your Advertising On Its Head

by Jason Unrau Aug 31, 2018

Turn Your Advertising On Its Head

by Jason Unrau Aug 31, 2018
For those who still have cable TV, manufacturer and dealer ads continue to dominate the commercial breaks. Video advertising makes sense – there&…
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What’s the Excuse This Month?

by Jason Unrau Aug 25, 2018

What’s the Excuse This Month?

by Jason Unrau Aug 25, 2018
Dealership service departments slow down during the summer months. Kids are out of school. Summer holidays happen. Overall, there’s just a sense …
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Why You Don’t Have to Be the Best in Service

by Jason Unrau Aug 17, 2018

Why You Don’t Have to Be the Best in Service

by Jason Unrau Aug 17, 2018
From CSI scores and online ratings to Google search results, everyone wants to be first. The service department is expected to be perfect and keep a pe…
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What’s the Biggest Challenge You Face as a Service Team Member?

by Jason Unrau Aug 10, 2018

What’s the Biggest Challenge You Face as a Service Team Member?

by Jason Unrau Aug 10, 2018
With more than 15 years of experience in the service department, I had more than my share of ups and downs. Part of it was to do with me personally, and o…
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How to Take Vacation – It’s Not as Easy as You Think

by Jason Unrau Aug 4, 2018

How to Take Vacation – It’s Not as Easy as You Think

by Jason Unrau Aug 4, 2018
Everyone deserves a little time off. It’s something to look forward to and provides much needed rejuvenation. And whether you’re a service advi…
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Auto Tariffs (and Threats) Make Fixed Ops More Important Than Ever

by Jason Unrau Jul 27, 2018

Auto Tariffs (and Threats) Make Fixed Ops More Important Than Ever

by Jason Unrau Jul 27, 2018
‘45’ keeps everyone on their toes, there’s no denying that. The hardball tactics for NAFTA negotiations, steel and aluminum tariffs, and …
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Skills to Look For in a New Hire

by Jason Unrau Jul 20, 2018

Skills to Look For in a New Hire

by Jason Unrau Jul 20, 2018
Look across your service department’s front line, then in the shop. If you’re one of the average American dealerships, you have a vacancy in at…
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Three Tips for Slower Summer Service Departments

by Jason Unrau Jul 13, 2018

Three Tips for Slower Summer Service Departments

by Jason Unrau Jul 13, 2018
School’s out, and the weather is phenomenal. It’s the time of the year when the flow of customer traffic into the service department slows …
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What Do Your Customers Do After a Service Visit?

by Jason Unrau Jul 9, 2018

What Do Your Customers Do After a Service Visit?

by Jason Unrau Jul 9, 2018
A customer stops in for their service appointment. They check in with the service advisor, have a work order written, and take the complimentary shuttl…
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Seriously, Why Keep Training Advisors?

by Jason Unrau Jun 29, 2018

Seriously, Why Keep Training Advisors?

by Jason Unrau Jun 29, 2018
I have to say, as a former service advisor, one of the things I despised the most was training. Don’t get me wrong – I love time off. But what …
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Struggling with Consistency? Five Tips for Service Advisors

by Jason Unrau Jun 22, 2018

Struggling with Consistency? Five Tips for Service Advisors

by Jason Unrau Jun 22, 2018
Everyone I’ve met who’s spent time in the service drive will confirm it: being a service advisor is exhausting. Just being ‘on’…
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It’s More Important Than Ever to Hit 100% Service Absorption

by Jason Unrau Jun 15, 2018

It’s More Important Than Ever to Hit 100% Service Absorption

by Jason Unrau Jun 15, 2018
It’s a number some dealerships reach easily, while others work hard and never quite get there: service absorption. You know it as the fixed operatio…
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Can an Unhappy Customer Be Convinced to Return?

by Jason Unrau Jun 8, 2018

Can an Unhappy Customer Be Convinced to Return?

by Jason Unrau Jun 8, 2018
Statistics exist all over about happy customers. The J.D. Power Customer Service Index Study is one that provides valuable insight into areas of improv…
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A Singular View of the Customer

by Jason Unrau Jun 1, 2018

A Singular View of the Customer

by Jason Unrau Jun 1, 2018
Think with Google research is always revealing. Once again, a recent analysis of the automotive market has shown data that shouldn’t be a surprise. H…
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Customer Loyalty Isn’t Guaranteed with an App

by Jason Unrau May 25, 2018

Customer Loyalty Isn’t Guaranteed with an App

by Jason Unrau May 25, 2018
Dealerships all over have recognized the benefits in using an app for their store. It’s true – customer engagement is much simpler when you…
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A Four Score: Why CSI Won’t Ever Be Perfect

by Jason Unrau May 18, 2018

A Four Score: Why CSI Won’t Ever Be Perfect

by Jason Unrau May 18, 2018
Have you ever received a CSI survey result and been completely floored and ruffled that it wasn’t a perfect score? I know, it’s dredging up…
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Where is Your Service Department Online?

by Jason Unrau May 11, 2018

Where is Your Service Department Online?

by Jason Unrau May 11, 2018
A quick snapshot of any dealership website reveals the exact same thing. The first thing that’s evident will be new car inventory, followed by us…
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Get the Service Department Prepped for Summer

by Jason Unrau May 4, 2018

Get the Service Department Prepped for Summer

by Jason Unrau May 4, 2018
I’m willing to bet this scenario sounds familiar: The summer months have arrived. School is out and many of your staff are taking time off to …
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How Do You Start New Service Advisors?

by Jason Unrau Apr 27, 2018

How Do You Start New Service Advisors?

by Jason Unrau Apr 27, 2018
Like any dealership position, there comes a need to fill a service advisor’s desk occasionally. There might be someone that resigns or you could …
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Are You Still Giving Away the Farm on ROs?

by Jason Unrau Apr 21, 2018

Are You Still Giving Away the Farm on ROs?

by Jason Unrau Apr 21, 2018
For as long as I remember, I’ve been attracted to a good deal. How can you pass up something you’ve wanted or needed when it’s gone o…
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After a Quarter, Are You Improving?

by Jason Unrau Apr 16, 2018

After a Quarter, Are You Improving?

by Jason Unrau Apr 16, 2018
The first fourteen weeks of 2018 have flown by. It’s a time frame where some self-reflection is a good idea. Pull out the measuring stick and com…
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It’s a Mental Game for Advisors

by Jason Unrau Apr 12, 2018

It’s a Mental Game for Advisors

by Jason Unrau Apr 12, 2018
Anyone who’s been in the service drive for the morning rush knows the chaos and stress service advisors face daily. I’ve been there and don…
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The First Impression for a New Service Customer

by Jason Unrau Apr 1, 2018

The First Impression for a New Service Customer

by Jason Unrau Apr 1, 2018
  Statistics all support retaining current customers as opposed to bringing in new first-time customers. It costs seven times as much to earn a…
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Own the Phone! Show Up Better on Mobile

by Jason Unrau Mar 23, 2018

Own the Phone! Show Up Better on Mobile

by Jason Unrau Mar 23, 2018
Need a morning java? Grab your smartphone and Google the nearest Starbuck’s. You can pace a mobile order in seconds and pick it up on the fly. Wh…
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Here’s My Number – Call Me Maybe

by Jason Unrau Mar 15, 2018

Here’s My Number – Call Me Maybe

by Jason Unrau Mar 15, 2018
Now that you have a six-year-old pop song from Carly Rae Jepsen running through your head… this post has nothing to do with dating. It IS, howev…
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What are the Limitations of Texting for Business?

by Jason Unrau Mar 9, 2018

What are the Limitations of Texting for Business?

by Jason Unrau Mar 9, 2018
If you didn’t look at your cell phone before climbing out of bed this morning, you’re in the minority. The Pew Research Center reported las…
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Getting Your Emails Opened Shouldn’t Be So Hard

by Jason Unrau Mar 2, 2018

Getting Your Emails Opened Shouldn’t Be So Hard

by Jason Unrau Mar 2, 2018
There’s an important message you want to get across to your customers. The car they test drove last month just received hot new incentives that final…
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Does a Cohesive Dealership Culture Hinge on Pay Plans?

by Jason Unrau Feb 23, 2018

Does a Cohesive Dealership Culture Hinge on Pay Plans?

by Jason Unrau Feb 23, 2018
If you want to stir up controversy, talking about pay plans is a great way to do it. The most common pay structure used in dealerships for both salespe…
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Does Service Match Your Sales Approach?

by Jason Unrau Feb 20, 2018

Does Service Match Your Sales Approach?

by Jason Unrau Feb 20, 2018
Another satisfied car buyer drives away in their new Honda/Chevy/Ford/other make. They’ve just experienced the best car purchase in their life. They …
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Service Advisor Training 102 – The Job Is Never Done

by Jason Unrau Feb 9, 2018

Service Advisor Training 102 – The Job Is Never Done

by Jason Unrau Feb 9, 2018
There is no shortage of bad online reviews, excruciating customer tales, and complaints to deal with about the service department. It’s easy to pass …
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The Message Needs to Reflect the Experience

by Jason Unrau Feb 2, 2018

The Message Needs to Reflect the Experience

by Jason Unrau Feb 2, 2018
Branding is a hot button. It’s pushed as the best way to create an individual identity or your dealership. Whether it involves a slogan, a physic…
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The Silent Killer of Authoritative Dealership Websites

by Jason Unrau Jan 26, 2018

The Silent Killer of Authoritative Dealership Websites

by Jason Unrau Jan 26, 2018
Your dealership website is often the first point of contact for new customers. It provides high-level information for shoppers and current customers. Y…
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Why Your Online Shoppers Don’t Take the Bait

by Jason Unrau Jan 19, 2018

Why Your Online Shoppers Don’t Take the Bait

by Jason Unrau Jan 19, 2018
You think you’re dangling an enticing lure in front of your customers’ eyes. You plan to set the hook and reel them in. But what you don&rs…
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A Better Website Experience Has Little to Do With Cars

by Jason Unrau Jan 12, 2018

A Better Website Experience Has Little to Do With Cars

by Jason Unrau Jan 12, 2018
Take a minute right now to browse your website’s home page. Just open a new browser window on your phone or your computer, check it out, then com…
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How Far Will You Go to Make a Sale?

by Jason Unrau Jan 6, 2018

How Far Will You Go to Make a Sale?

by Jason Unrau Jan 6, 2018
Parts departments, the service drive, the sales floor – everyone has a sales target every month of every year. There’s a clear expectation from…
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If You Do One Thing in the New Year, Do This

by Jason Unrau Dec 29, 2017

If You Do One Thing in the New Year, Do This

by Jason Unrau Dec 29, 2017
Overall, 2017 has been a success in the sales and fixed operations departments. We’ve seen a broader recognition of the service department’s im…
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Opportunities from a Fully Online Car Buying Experience

by Jason Unrau Dec 22, 2017

Opportunities from a Fully Online Car Buying Experience

by Jason Unrau Dec 22, 2017
I can’t help but sense that most of the retail automotive world feels threatened by the push toward an online sales experience. It’s been c…
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Prepare for the Electric Revolution in 2018

by Jason Unrau Dec 8, 2017

Prepare for the Electric Revolution in 2018

by Jason Unrau Dec 8, 2017
You might’ve had cause to be a skeptic at the beginning of 2017, but no longer. 2017 is the year Volkswagen committed to building an electric option …
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When It Doesn’t Seem Like Your Staff Are Listening to You

by Jason Unrau Nov 24, 2017

When It Doesn’t Seem Like Your Staff Are Listening to You

by Jason Unrau Nov 24, 2017
You expect a certain amount of respect, and along with that, you expect to be listened to. Yet, every manager finds themselves in a place at some point whe…
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Audit Your Service Process, You Likely Need It

by Jason Unrau Nov 17, 2017

Audit Your Service Process, You Likely Need It

by Jason Unrau Nov 17, 2017
As I sit in the customer lounge, waiting for my vehicle to be serviced once again, it’s evident that most dealerships have a hard time being in the c…
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Without KPIs, Can You Track Success?

by Jason Unrau Nov 10, 2017

Without KPIs, Can You Track Success?

by Jason Unrau Nov 10, 2017
Ratchet and Wrench released details of the 2017 Shop Performance Survey. There aren’t many reports that focus on the service industry instead of sale…
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Finetuning Your Leadership When Everything is Going Right

by Jason Unrau Nov 3, 2017

Finetuning Your Leadership When Everything is Going Right

by Jason Unrau Nov 3, 2017
A lot of times, we focus on how to fix things when it feels like your department is imploding around you. That’s often because running your servi…
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Has the Automotive Industry Always Been Wrong?

by Jason Unrau Oct 27, 2017

Has the Automotive Industry Always Been Wrong?

by Jason Unrau Oct 27, 2017
You can’t browse retail automotive news sites today without seeing messages about revolutionizing the sales process or fixing what’s broken…
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Staff Turnover: The Most Important KPI for Management

by Jason Unrau Oct 20, 2017

Staff Turnover: The Most Important KPI for Management

by Jason Unrau Oct 20, 2017
I know you’re thinking, “Great, another article on employee retention.” It’s a topic that has been quite popular since NADA’s…
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Service Sales Lacking? Just Write More ROs.

by Jason Unrau Oct 13, 2017

Service Sales Lacking? Just Write More ROs.

by Jason Unrau Oct 13, 2017
It sounds ridiculous, I know. It’s not as easy as just writing more repair orders in a day. Yet, when your RO count is down, typically your gross…
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Do We Over-Service Our Customers?

by Jason Unrau Oct 9, 2017

Do We Over-Service Our Customers?

by Jason Unrau Oct 9, 2017
Disclaimer: this post is NOT about over-selling. You might find that it resounds with you, or you might completely and wholeheartedly disagree with me.…
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Become a Ferrari in Your Own City

by Jason Unrau Sep 29, 2017

Become a Ferrari in Your Own City

by Jason Unrau Sep 29, 2017
As I write this, I’m resting comfortably in the Tuscan hills. I’ve had the pleasure of seeing Michelangelo’s David at Galleria dell&rsquo…
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How Do You Thank Your Customers?

by Jason Unrau Sep 22, 2017

How Do You Thank Your Customers?

by Jason Unrau Sep 22, 2017
As a service department, your day is filled with serving customers. That’s your purpose for being there, after all. You see familiar faces that v…
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The Little Things Count the Most

by Jason Unrau Sep 15, 2017

The Little Things Count the Most

by Jason Unrau Sep 15, 2017
At the dealership level, the customer’s expectations are high. For the price your clients pay, they want an experience – even more so than …
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Why Bad Service is Better than Average

by Jason Unrau Sep 8, 2017

Why Bad Service is Better than Average

by Jason Unrau Sep 8, 2017
I hope it caught your attention. The title certainly goes against the grain of every bit of training that you’ve endorsed or been a part of. Hone…
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Throwing Darts Blindfolded – Missing the Target on Service

by Jason Unrau Sep 3, 2017

Throwing Darts Blindfolded – Missing the Target on Service

by Jason Unrau Sep 3, 2017
You arrive at the dealership in the morning, and you set down to your role. Whether it’s service advisor, cashier, service manager or even the lot at…
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How to Profit from Vehicle Recalls

by Jason Unrau Aug 25, 2017

How to Profit from Vehicle Recalls

by Jason Unrau Aug 25, 2017
It is evident recalls aren’t going away. The scourge of the Takata airbag inflator recalls is just the tip of the iceberg. No manufacturer is exempt …
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Same Yet Separate: Service and Sales Differentiation

by Jason Unrau Aug 18, 2017

Same Yet Separate: Service and Sales Differentiation

by Jason Unrau Aug 18, 2017
The topic of working together as a single dealership is often beaten to death, covered more often than the blundering Trump administration. It’s grea…
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Your Personal Image Is YOUR Brand

by Jason Unrau Aug 11, 2017

Your Personal Image Is YOUR Brand

by Jason Unrau Aug 11, 2017
You might think of your role in the dealership as just a job or a career. It’s a vehicle that you use to pay the bills, live a comfortable life, …
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Be Consistently You: Why Develop a Brand Image?

by Jason Unrau Aug 5, 2017

Be Consistently You: Why Develop a Brand Image?

by Jason Unrau Aug 5, 2017
We’re bombarded by advertisements all day, every day. Whether it’s Pepsi or Coca-Cola, McDonalds or Burger King, Geico or Progressive, or any o…
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For the Parts Managers in the Room – Let’s Talk Idle and Obsolete Inventory

by Jason Unrau Jul 28, 2017

For the Parts Managers in the Room – Let’s Talk Idle and Obsolete Inventory

by Jason Unrau Jul 28, 2017
Rows upon rows of parts line your department, some are pristine and clean while others gather dust. Every month, quarter, semi-annually, or annually, y…
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Keeping Up with the Joneses in Quick Lube

by Jason Unrau Jul 20, 2017

Keeping Up with the Joneses in Quick Lube

by Jason Unrau Jul 20, 2017
More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…
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Remove Discounts from Your Sales Toolbox

by Jason Unrau Jul 14, 2017

Remove Discounts from Your Sales Toolbox

by Jason Unrau Jul 14, 2017
In all of manager-dom, there’s nothing as frustrating as someone discounting needlessly. It happens in several forms: making up for a mistake in the …
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Can You Justify Your Labor Rate?

by Jason Unrau Jul 7, 2017

Can You Justify Your Labor Rate?

by Jason Unrau Jul 7, 2017
You hear about labor rates, rising costs, and a ceiling for how high labor rates will reach. It’s all fine and dandy…unless you’re t…
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3 Tips for a Great Third and Fourth Quarter in Your Service Department

by Jason Unrau Jun 30, 2017

3 Tips for a Great Third and Fourth Quarter in Your Service Department

by Jason Unrau Jun 30, 2017
The automotive industry fell a little flat in certain areas throughout the first and second quarters, but that rarely applies to the service department…
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Service Sales are Good, But You Can Do Better

by Jason Unrau Jun 23, 2017

Service Sales are Good, But You Can Do Better

by Jason Unrau Jun 23, 2017
The first quarter of 2017 is in the books and the second quarter is almost wrapping up. As service departments go, it’s always a steady flow of g…
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Kickstart Staff Motivation…With Your Wallet

by Jason Unrau Jun 16, 2017

Kickstart Staff Motivation…With Your Wallet

by Jason Unrau Jun 16, 2017
I’ve been there, you’ve been there, we’ve all been there. The career you’re in has turned into a mundane task. Going to the off…
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Demonstrate a Culture of Giving Back

by Jason Unrau Jun 9, 2017

Demonstrate a Culture of Giving Back

by Jason Unrau Jun 9, 2017
Can I be honest here? Nobody works to give it all away. The expectation is that you work hard to make a living; to support your family’s needs and, h…
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The Workplace Roadmap: Plan for Tomorrow Today

by Jason Unrau Jun 2, 2017

The Workplace Roadmap: Plan for Tomorrow Today

by Jason Unrau Jun 2, 2017
According to the Bureau of Labor Statistics, the average person holds 11.7 jobs between the ages of 18 and 48. That’s an average tenure of just u…
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Equipped for the Evolution of the Service Experience…or Not?

by Jason Unrau May 26, 2017

Equipped for the Evolution of the Service Experience…or Not?

by Jason Unrau May 26, 2017
In every industry, the winds are shifting. The products are evolving, but that’s not what it’s about. The level of service that’s given i…
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Is Your Actual Customer Satisfaction Out of Focus?

by Jason Unrau May 20, 2017

Is Your Actual Customer Satisfaction Out of Focus?

by Jason Unrau May 20, 2017
A little story about my initiation into a new workplace a decade ago: I had some previous experience as a service advisor already – about thre…
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Where Will Your Ambition Take You?

by Jason Unrau May 12, 2017

Where Will Your Ambition Take You?

by Jason Unrau May 12, 2017
I don’t think I’m all that unusual (although my wife might not agree). My automotive career in the dealership world was disjointed, broken up …
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Underachievers, and What to Do About Them

by Jason Unrau May 5, 2017

Underachievers, and What to Do About Them

by Jason Unrau May 5, 2017
Every person you hire has an intended role to fill. In some fashion, you can determine their performance and compare it to the benchmark you’ve s…
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You Have a Position to Fill – Who Do You Hire?

by Jason Unrau Apr 28, 2017

You Have a Position to Fill – Who Do You Hire?

by Jason Unrau Apr 28, 2017
As much as you try to avoid employee churn, you’ll always need to hire someone. It might be to replace a staff who’s moved on in their care…
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What Motivates Your Employees to Perform?

by Jason Unrau Apr 21, 2017

What Motivates Your Employees to Perform?

by Jason Unrau Apr 21, 2017
Sorting through resumes, you find applicants who show potential. There are some with experience to walk on the job and set your service department abla…
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How Do You Pay Your New Fixed Ops Hires: Commission or Salary?

by Jason Unrau Apr 14, 2017

How Do You Pay Your New Fixed Ops Hires: Commission or Salary?

by Jason Unrau Apr 14, 2017
Fixed operations careers aren’t the most glamorous. Some days are rewarding while others are like repeatedly standing before a firing squad. Customer…
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Hiring Your Stores Top Earners – NOT the Sales Floor

by Jason Unrau Apr 7, 2017

Hiring Your Stores Top Earners – NOT the Sales Floor

by Jason Unrau Apr 7, 2017
There’s a sales job in your dealership that earns much more than your salespeople to the bottom line. In fact, it’s many times what a salespers…
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Is Your Service Department Experience Hurting Your Car Sales?

by Jason Unrau Mar 31, 2017

Is Your Service Department Experience Hurting Your Car Sales?

by Jason Unrau Mar 31, 2017
Word-of-mouth is the best source of advertising there is, and it’s also the least expensive. On the opposite end, a bad customer experience is in…
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The Practical Role Service Plays for the Sales Team – Let’s Talk Labor Rates!

by Jason Unrau Mar 24, 2017

The Practical Role Service Plays for the Sales Team – Let’s Talk Labor Rates!

by Jason Unrau Mar 24, 2017
In the past few weeks, we’ve covered topics like treating service customers and sales customers similarly, the supporting role service team members p…
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Treating Service Customers as an ‘Up’

by Jason Unrau Mar 17, 2017

Treating Service Customers as an ‘Up’

by Jason Unrau Mar 17, 2017
Those who are familiar with the realm of car sales can relate to this: You drive into the car sales lot and see two or three sharply-dressed people hang…
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Is the Rest of the Dealership Up to Par with the Sales Floor?

by Jason Unrau Mar 10, 2017

Is the Rest of the Dealership Up to Par with the Sales Floor?

by Jason Unrau Mar 10, 2017
Walk into any big box store in any neighborhood near you. Stop in the middle of the store for a moment – it’s not about shopping right now.…
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The 12th (Sales)Man on the Team

by Jason Unrau Mar 3, 2017

The 12th (Sales)Man on the Team

by Jason Unrau Mar 3, 2017
In the NFL, armchair quarterbacks and spectators in the stands are known as the ‘12th man’. The term pays homage to the contribution fans m…
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A NEW Way of Doing Old Things

by Jason Unrau Feb 24, 2017

A NEW Way of Doing Old Things

by Jason Unrau Feb 24, 2017
The sum of fixed operations existence is after-sales service and it always has been. There’s literally NO customer that comes through your door that…
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Does Your Service Department Show Up On Google?

by Jason Unrau Feb 17, 2017

Does Your Service Department Show Up On Google?

by Jason Unrau Feb 17, 2017
In the United States alone, more than a million online searches happen EVERY MONTH related to car repairs. That isn’t taking into consideration b…
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Why Online is Where Your Service Department Needs to Be

by Jason Unrau Feb 10, 2017

Why Online is Where Your Service Department Needs to Be

by Jason Unrau Feb 10, 2017
It’s been a hot topic for a little while now, and it’s time to re-evaluate how you’re doing. Go to Google and search for “[inse…
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Why Should Shoppers Visit YOUR Website?

by Jason Unrau Feb 3, 2017

Why Should Shoppers Visit YOUR Website?

by Jason Unrau Feb 3, 2017
Because you stay abreast of current trends, you already know that Think With Google has conducted extensive research on the car buying experience. In the …
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NADA 100 is in the Rearview Mirror – Now What?

by Jason Unrau Jan 27, 2017

NADA 100 is in the Rearview Mirror – Now What?

by Jason Unrau Jan 27, 2017
Tens of thousands of automotive professionals began gathering at NADA 100 January 26th, pumped up to drive growth in their dealerships for the future. …
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Must-See NADA 100 Expo Displays for Fixed Ops

by Jason Unrau Jan 20, 2017

Must-See NADA 100 Expo Displays for Fixed Ops

by Jason Unrau Jan 20, 2017
New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…
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Where Should You Spend Your Time at NADA 100?

by Jason Unrau Jan 13, 2017

Where Should You Spend Your Time at NADA 100?

by Jason Unrau Jan 13, 2017
You’re taking time away from your busy service or parts department, all on the company dime, to attend NADA 100 in New Orleans. You’d better ha…
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NADA 100 Preview – What’s In It for You?

by Jason Unrau Jan 6, 2017

NADA 100 Preview – What’s In It for You?

by Jason Unrau Jan 6, 2017
In just a few short weeks, the National Automobile Dealers Association will host their convention from New Orleans. This year is the 100th anniversary …
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Emphasize the Basics to Start 2017 Out Right

by Jason Unrau Dec 30, 2016

Emphasize the Basics to Start 2017 Out Right

by Jason Unrau Dec 30, 2016
You’ve spent the past year coaching your team and tweaking your process to reach your year-end goals. Countless one-on-one sessions and opportuni…
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How Can Your Job Be Less Work?

by Jason Unrau Dec 23, 2016

How Can Your Job Be Less Work?

by Jason Unrau Dec 23, 2016
‘It isn't work if you love what you’re doing’. You’ve heard that phrase before, I’m sure. Whether you’ve been a…
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Great Job, Now Do Better Next Year

by Jason Unrau Dec 16, 2016

Great Job, Now Do Better Next Year

by Jason Unrau Dec 16, 2016
At this point of the year, you have a pretty good idea how the numbers are going to pan out. This year has had its challenges for the automotive indust…
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Why Must it Always Be a Fight?

by Jason Unrau Dec 12, 2016

Why Must it Always Be a Fight?

by Jason Unrau Dec 12, 2016
Your dealership is one big happy family and everyone gets along famously. Unless you’re a dysfunctional family with screaming, hair-pulling, and slam…
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How to Destroy Customer Trust in Your Service Department

by Jason Unrau Dec 5, 2016

How to Destroy Customer Trust in Your Service Department

by Jason Unrau Dec 5, 2016
Ask your friends what they think of their dealership’s service department. You’ll get a range of answers, ranging from polite and positive …
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Do Holiday Specials in Service Help or Hurt?

by Jason Unrau Nov 25, 2016

Do Holiday Specials in Service Help or Hurt?

by Jason Unrau Nov 25, 2016
Every time you turn on the TV, you see a car commercial with a Rudolph nose on it. Dealers capitalize on the hunt for hot buys on Black Friday, adverti…
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Performance Reviews in Fixed Ops – Tell It Like It Is!

by Jason Unrau Nov 18, 2016

Performance Reviews in Fixed Ops – Tell It Like It Is!

by Jason Unrau Nov 18, 2016
During your onboarding or hiring process, you tell every new employee their roles and responsibilities. From their hours on the job and customer intera…
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First Impressions in the Service Drive Are More Important Than You Think

by Jason Unrau Nov 11, 2016

First Impressions in the Service Drive Are More Important Than You Think

by Jason Unrau Nov 11, 2016
You walk into a well-known, Michelin-star restaurant. One where the waiter has a towel draped over his arm and a bottle of wine in his hand. You’re p…
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Are Women Treated Differently in Your Service Department?

by Jason Unrau Nov 4, 2016

Are Women Treated Differently in Your Service Department?

by Jason Unrau Nov 4, 2016
Ouch. That’s a hot topic. No one wants to be accused of the sexist stigmas that have been tied to the automotive industries. Men and women are eq…
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How Do You Deal With Declined Services?

by Jason Unrau Oct 28, 2016

How Do You Deal With Declined Services?

by Jason Unrau Oct 28, 2016
In our industry, every department is involved in sales. And although it’s called the ‘Service’ department, you and I both know there&rsqu…
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Tech-Pocalypse Now!

by Jason Unrau Oct 20, 2016

Tech-Pocalypse Now!

by Jason Unrau Oct 20, 2016
There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…
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Where Have All the Technicians Gone?

by Jason Unrau Oct 14, 2016

Where Have All the Technicians Gone?

by Jason Unrau Oct 14, 2016
There’s no need to rehash the vehicle complexities that are worked into every new model. Whether by regulation such as emissions standards or for…
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Strike a Balance Between Your Best Customer and Every Other Customer

by Jason Unrau Oct 7, 2016

Strike a Balance Between Your Best Customer and Every Other Customer

by Jason Unrau Oct 7, 2016
You expect the occasional disgruntled customer or miscommunication when you work in ANY service industry. It’s a fact of life when you work with …
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Contacting Customers on Their Terms

by Jason Unrau Sep 30, 2016

Contacting Customers on Their Terms

by Jason Unrau Sep 30, 2016
Like most of you that read this blog, I’ve spend years and years in the automotive industry. I’ve become immune to the sales techniques and…
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Service Staff: The Commission vs Salary Debate

by Jason Unrau Sep 24, 2016

Service Staff: The Commission vs Salary Debate

by Jason Unrau Sep 24, 2016
A tight line to walk in the service department is your pay structure for service advisors and support staff. No matter who you are, someone is going to…
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The Elusive Bump in Sales Dollars

by Jason Unrau Sep 20, 2016

The Elusive Bump in Sales Dollars

by Jason Unrau Sep 20, 2016
Can you increase sales in the service department without chasing away your customers? The goal of the service department at any dealership is the same a…
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Have You Trained Your Replacement?

by Jason Unrau Sep 17, 2016

Have You Trained Your Replacement?

by Jason Unrau Sep 17, 2016
We all love to think we are irreplaceable; that the function we perform can’t be done any better than us. But let’s not kid ourselves. When…
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Where Are YOUR Upsell Opportunities Hiding?

by Jason Unrau Sep 9, 2016

Where Are YOUR Upsell Opportunities Hiding?

by Jason Unrau Sep 9, 2016
You scratch out a living day-to-day, week in and week out. You push your service staff to accomplish as much as they can from every customer (within re…
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I Learned Time Management the Hard Way

by Jason Unrau Sep 1, 2016

I Learned Time Management the Hard Way

by Jason Unrau Sep 1, 2016
There’s an old adage: “There aren’t enough hours in the day”. For some, that applies to recreation, like trying to stretch a fi…
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Most Manage, Few Lead: Which One Are You?

by Jason Unrau Aug 25, 2016

Most Manage, Few Lead: Which One Are You?

by Jason Unrau Aug 25, 2016
Members of LinkedIn are bombarded with memes and motivational pictures. Between the Ned Stark photos and the cool car pictures, everyone seems to think…
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Which KPIs Set You Up For Success?

by Jason Unrau Aug 15, 2016

Which KPIs Set You Up For Success?

by Jason Unrau Aug 15, 2016
When you go fishing, you have to measure the fish you catch. When you frame a house, you don’t cut the studs before marking the length. When you&…
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Why Recalls Are Your Friend

by Jason Unrau Aug 3, 2016

Why Recalls Are Your Friend

by Jason Unrau Aug 3, 2016
Your store has a steady stream of customers with recall notices in hand, storming through your door. But unless you haven’t had access to the int…
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Service Advisors: Is It Being Done, Or Is It Being Done RIGHT?

by Jason Unrau Jul 22, 2016

Service Advisors: Is It Being Done, Or Is It Being Done RIGHT?

by Jason Unrau Jul 22, 2016
There’s a great divide between going through the motions and getting the job done right. Are your customers getting the best from your staff? …
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You Can’t Count On the Sales Department, and Here’s Why

by Jason Unrau Jul 15, 2016

You Can’t Count On the Sales Department, and Here’s Why

by Jason Unrau Jul 15, 2016
They’ve always been your biggest customer and always will be. In the franchised dealership world, new and used car sales are indirectly the bigge…
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Acknowledging the Forgotten Department

by Jason Unrau Jul 5, 2016

Acknowledging the Forgotten Department

by Jason Unrau Jul 5, 2016
In medieval times, when a severe punishment was handed out, the convicted party was often sentenced to time in the dungeon. One such prison was known as an…
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What Kind of Employees do YOU Develop?

by Jason Unrau Jun 28, 2016

What Kind of Employees do YOU Develop?

by Jason Unrau Jun 28, 2016
You’re not just their boss – you’re their mentor. At least, if you want to be. Whether you’re employed as a service manager, fix…
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Why Cash-Paying Millennials May Change Your Department

by Jason Unrau Jun 13, 2016

Why Cash-Paying Millennials May Change Your Department

by Jason Unrau Jun 13, 2016
Just today, Bankrate.com issued a press release about credit card usage according to demographics. The results are rather intriguing, so here are a few…
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Getting Back to the Basics...Again

by Jason Unrau Jun 10, 2016

Getting Back to the Basics...Again

by Jason Unrau Jun 10, 2016
After a recent conversation with a big fish in the Canadian automotive fixed ops industry, Walter Schirrmeister, VP of Fixed Operations at The Dilawri …
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Sometimes the Best Service is a Sales Referral

by Jason Unrau Jun 1, 2016

Sometimes the Best Service is a Sales Referral

by Jason Unrau Jun 1, 2016
You have customers that come through your service drive every day with cars that have seen better years. Vehicles with hundreds of thousands of miles e…
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Do Your Customers Like You?

by Jason Unrau May 27, 2016

Do Your Customers Like You?

by Jason Unrau May 27, 2016
It’s not a personality thing. You don’t have to swap family photos and go for dinner once a month. It’s important that your customers…
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What Does Your Future Service Customer Look Like?

by Jason Unrau May 17, 2016

What Does Your Future Service Customer Look Like?

by Jason Unrau May 17, 2016
I think we’d all agree that the world turns much faster than we ever expected. In the blink of an eye, ten years go by and we wonder what we missed. …
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Customer Retention Lessons from a Sushi Restaurant?

by Jason Unrau May 6, 2016

Customer Retention Lessons from a Sushi Restaurant?

by Jason Unrau May 6, 2016
I’ve developed quite an affinity for sushi as of late. I don’t know what it is, whether it’s the freshness of the ingredients, the cr…
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Lessons Learned from the Other Side of the Desk

by Jason Unrau Mar 16, 2016

Lessons Learned from the Other Side of the Desk

by Jason Unrau Mar 16, 2016
Yesterday, I had an appointment for vehicle maintenance at the car dealership. It may not seem like a big deal and I didn’t expect anything of it at …
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The Trouble with Shop Supplies

by Jason Unrau Feb 26, 2016

The Trouble with Shop Supplies

by Jason Unrau Feb 26, 2016
When you bring your vehicle to the service department for routine maintenance or repairs that aren’t covered under warranty, you know there is going to …
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