Welcome to the Tip of the Day! I’m Ted Ings for CPI.
Today’s Tip – Improve Your Hours Per RO, Increase Your Profit
An increase in hours per RO is the responsibility of service advisors, technicians, and of course, the service manager. The entire department needs to work together to improve billable work. Here’s how to make it happen.
1. Perform a service walk-around. This is quite possibly the most effective way to increase hours per RO. Service advisors can almost always find an extra point 3 hours per RO with a top-notch walkaround. Of course, the customer must participate so they can see firsthand any issues that need to be addressed.
2. Adjust the sales approach. Many consumers need to be counseled on repairs and service since they don’t know much about cars. For example, they may want to know why they need a 60k service. What might happen if it’s not done? These are the type of questions advisors should address.
3. Perform a thorough Multi-Point Inspection. It’s up to the technician to inspect the nuts and bolts of each vehicle during a courtesy check. Stress the importance of checking everything on the list.
4. Check scheduled maintenance and vehicle history. Customers rarely keep track of their scheduled maintenance, so it’s up to you to do it for them.
5. Improve communication. Clear communication between techs and advisors is critical. The front counter needs to know what’s required to fix a vehicle. Likewise, technicians need a good recount of the customer’s complaint to get their job done.
And that’s the Tip of the Day.
Hours per RO is an extremely important metric. It’s time to get back on track if your store is falling behind.
Call me today at (212) 763-0016 to discover how we can help.
Thanks for watching.
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