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Experts in fixed operations offered hands-on recommendations for improving parts and service repair procedures at this year's Fixed Ops Journal Forum. There also was a look at the future of a profession grappling with changes in vehicle technology and consumer behavior. The second annual event was held Nov. 13 at the Hyatt Regency Grand Cypress. Here are highlights.
Lexus legend
Chitty's example
Richard Chitty, retired parts and service chief of Toyota Motor Sales U.S.A. Inc., described how he had to address the negative effects of the recalled flagship LS400 sedan soon after the U.S. launch of Lexus in 1989. He used that experience to help develop a philosophy that came to define Lexus as the standard of fixed ops excellence and customer satisfaction.
Chitty cited his six R's of service: reservation, reception, (w)rite-up, repair, redelivery and re-contact. He displayed flow charts he created that detailed job processes for all dealership fixed ops employees, from porter to technician to service manager. Individual dealerships can create similar productive processes for their shops even without the backing of a dealer group or automaker, Chitty added.
"The biggest thing you folks do is create the big word of trust," Chitty told forum attendees. "People are going to spend their money someplace they like, trust and respect. You've got a short time to do that trust factor. But you'll keep the independents at bay working on that trust."
Technical writing
Preparing effective estimates
Mark Hargreaves, service manager of Gator Chrysler-Jeep-Dodge in Melbourne, Fla., offered advice on training technicians to write repair estimates that are more likely to persuade customers to accept service recommendations.
Among his tips: First, pay attention to what service customers say they want done and how they prioritize these items. Then propose needed additional services, in order of urgency and importance. Provide essential information in ways customers can understand and visualize. Use keywords. Be specific and precise.
"An organized estimate will increase the adviser's close ratio," Hargreaves said. "It will decrease the time it takes to get authorization, and it will increase your hours per repair order. If we can do a better job when we write the descriptions up on the estimates, we'll make more money."
Who's calling?
Service BDC to the rescue
Sarah Vantine, business...