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Jason Unrau

Jason Unrau Freelance Contributor

Jason Unrau Blog Posts

Do Holiday Specials in Service Help or Hurt?

Do Holiday Specials in Service Help or Hurt?

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…

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

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

During your onboarding or hiring process, you tell every new employee their roles and responsibilities. From their hours on the job and customer intera…

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

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

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…

Are Women Treated Differently in Your Service Department?

Are Women Treated Differently in Your Service Department?

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…

How Do You Deal With Declined Services?

How Do You Deal With Declined Services?

In our industry, every department is involved in sales. And although it’s called the ‘Service’ department, you and I both know there&rsqu…

Tech-Pocalypse Now!

Tech-Pocalypse Now!

There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…

Where Have All the Technicians Gone?

Where Have All the Technicians Gone?

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…

Strike a Balance Between Your Best Customer and Every Other Customer

Strike a Balance Between Your Best Customer and Every Other Customer

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 …

Contacting Customers on Their Terms

Contacting Customers on Their Terms

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…

Service Staff: The Commission vs Salary Debate

Service Staff: The Commission vs Salary Debate

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…

The Elusive Bump in Sales Dollars

The Elusive Bump in Sales Dollars

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…

Have You Trained Your Replacement?

Have You Trained Your Replacement?

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…

Where Are YOUR Upsell Opportunities Hiding?

Where Are YOUR Upsell Opportunities Hiding?

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…

I Learned Time Management the Hard Way

I Learned Time Management the Hard Way

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…

Most Manage, Few Lead: Which One Are You?

Most Manage, Few Lead: Which One Are You?

Members of LinkedIn are bombarded with memes and motivational pictures. Between the Ned Stark photos and the cool car pictures, everyone seems to think…

Which KPIs Set You Up For Success?

Which KPIs Set You Up For Success?

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&…

Why Recalls Are Your Friend

Why Recalls Are Your Friend

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…

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

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

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? …

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

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

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…

Acknowledging the Forgotten Department

Acknowledging the Forgotten Department

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…

What Kind of Employees do YOU Develop?

What Kind of Employees do YOU Develop?

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…

Why Cash-Paying Millennials May Change Your Department

Why Cash-Paying Millennials May Change Your Department

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…

Getting Back to the Basics...Again

Getting Back to the Basics...Again

After a recent conversation with a big fish in the Canadian automotive fixed ops industry, Walter Schirrmeister, VP of Fixed Operations at The Dilawri …

Sometimes the Best Service is a Sales Referral

Sometimes the Best Service is a Sales Referral

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…

Do Your Customers Like You?

Do Your Customers Like You?

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…

What Does Your Future Service Customer Look Like?

What Does Your Future Service Customer Look Like?

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. …

Customer Retention Lessons from a Sushi Restaurant?

Customer Retention Lessons from a Sushi Restaurant?

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…

Lessons Learned from the Other Side of the Desk

Lessons Learned from the Other Side of the Desk

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 …

The Trouble with Shop Supplies

The Trouble with Shop Supplies

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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