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Ken Rock

Ken Rock Customer Care Manager

Ken Rock Blog Posts

Rock's Rants: Equipment Repair

Rock's Rants: Equipment Repair

Recently I was sitting in an office with a service manager and a few advisors. Someone walked in and said, "The balancer's not working again.&quot…

Rock's Rants: Not My Job

Rock's Rants: Not My Job

Sometimes I hear people say things that get me pretty riled up. One of the phrases that bothers me most is "That's not my job." Whenever I he…

Rock's Rants: Updating Sublets and Rentals

Rock's Rants: Updating Sublets and Rentals

Does your dealership sublet rental cars to customers? I've noticed a pretty common problem that might be causing your dealership to lose money. …

Rock's Rants: Employee Convenience

Rock's Rants: Employee Convenience

Some dealership employees forget they work in the service business.   Recently, while I was talking to a service manager, one of his employees s…

Rock’s Rants: Service Advisors and Phones

Rock’s Rants: Service Advisors and Phones

It's 7:00 a.m. and your dealership's service lane is filled with customers and their vehicles. As a service advisor, your job is to greet these cus…

Rock’s Rants: Customers Not Signing ROs

Rock’s Rants: Customers Not Signing ROs

In my job I travel and work with many dealerships, and when I say many, I mean a lot. So I get to see firsthand what really happens in dealerships, as oppo…

3 Reasons to Try Auto Dispatch…Again

3 Reasons to Try Auto Dispatch…Again

When dealership management system (DMS) vendors introduced auto dispatch years ago, many service managers tried it and quickly gave it up. The first auto d…

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