The automotive industry fell a little flat in certain areas throughout the first and second quarters, but that rarely applies to the service department stats. Unless there’s something seriously wrong with your shop, it’s a monster that keeps on moving no matter the challenges you throw its way. Ups and downs, sure. But it takes nuclear activity to derail the service department.

But as we all know, you can’t stay put. The only acceptable way to move is up, and that takes work. So, despite a good, solid first half amid challenging times around the industry, you’ll have to dig deep and make the second half even better.

Let’s make it real – actionable tips that you can use. These are ideas and tips that serve a direct purpose and push you toward your goals. Time to get busy.

Set a Six-Month Target, then Hit It

By now, you should know how your first two quarters look on the Doc. As well, you should know the areas that are good, just alright, and alarmingly low. Pick the one KPI that’s hurting the most – you’re going to develop a game plan to fix it. Then you’re going to accomplish it by the end of the year.

As an example, your shop supplies might be through the roof. It’s a direct impact on the net, so every dollar counts. Starting in July, require each technician to be accountable for their individual shop supplies. Or, for expenses over a cap number, require a manager’s signature (service or parts manager), so techs think twice about wasting. You may also want to consider sitting down with the parts manager and hashing out a lower price level for your shop supplies.

At the end of six months – even just the first month – you’ll see the changes you implement so long as you enforce the plan you’ve set.

Feed the Team

A morale boost has never hurt your team. Give your staff a few days’ notice, then feed them lunch or take them out for dinner. It’s a ‘just because’ meal and should be totally separate from any rewards they’ve earned.

A meal like this where there are no strings attached has the power to bond your team members together. The takeaway message is that they are valued. A close-knit team is one that is more productive in general, leads to a happier work environment, and benefits the staff, you, and the customer.

Resist the urge to make it a ‘business meeting’ or you’ll taint the atmosphere. Save business for another time. And make just-because activities part of your monthly or quarterly routine.

Clean Up the Shop

If one of your biggest challenges is housekeeping, then take this point literally. But mostly, remove the negatives from your service department.

It could be a process nobody likes. Although it’s one you support, it’s not a hill you want to die on. Maybe it’s extra time authorization by a manager – you can’t do away with it but you can enable others to authorize it, so tracking down someone for approval is faster.

It could be a bottleneck between customer check-ins and hitting the shop. It could require changing your appointment process, adding a technician or two, or implementing an express lube bay (or another one). Just because something has always been done one way doesn’t mean it’s the only way it can be done. Make a change for the better now, because we all know big changes are coming in the next few years.  

It may be an unproductive and poisonous person. It could be time to let go of that one person – your project, the disruptor, or the one person who absolutely never hits their goals or even tries to. As much as you may like someone personally, and as much as you see their potential, you need results. Consider cutting off their second chances – instead, cut them out. Encourage them to find a better fit elsewhere, or even help them make the change.

 Each of these three tips can be started right now. And all of them can make a positive impact within the following six months. It’s all about moving forward; steering your department’s course. And with that, you’re DrivingSales.