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Service Manager’s Playcard
6 Steps to Lead Your Service Team Toward Victory
When a customer drives into your service lane, do they feel like an MVP or just a bench warmer? Technology in the service lane is a wonderful thing, but it’s no substitute for the tried-and-true best practices that make a service department successful.
As the Service Manager of the dealership, consider yourself the head coach or captain of your team. What do you do to motivate and inspire your team to give it all they’ve got in order to create a successful operation that delivers excellent service?
We’ve created a playcard filled with simple strategies and tactics you can use to ensure you and your team leave the service bay victorious every single day.
1. Game Plan
Run your service department like Bill Belichick. OK, don’t deflate your customer’s tires, but have a plan before every day’s appointments. Sometimes thinking outside of the box is necessary. Think back to Super Bowl XXXVI when Belichick defeated the Rams by having the Patriots defense target star running back Marshall Faulk, rather than typically gunning for quarterback Kurt Warner. What’s your out-of-the-box strategy for leading your team to victory? Here are some things to consider:
2. Keep Score
The importance of frequently assessing your situation can’t be stressed enough. Impulsive decision making, rather than well-thought-out strategies, can have devastating results. Seattle Seahawks head coach Pete Carroll made this mistake when he chose not to give the football to running back Marshawn Lynch at the one-yard line with 26 seconds left on the clock. This cost his team the Super Bowl, and left a whole lot of fans frustrated and confused. There are simple areas you can monitor in order to assess how your team is currently performing:
3. Halftime Huddle
After losing to the Rams 51-17, a reporter asked then Giants head coach Ben McAdoo what he said to his team who was losing 27-10 during halftime. McAdoo answered with an awkward “Um…” lasting an extremely uncomfortable 15 seconds. Don’t be Ben McAdoo. Failing to plan is planning to fail, so take the time to evaluate your service department’s performance as a team and determine if any adjustments need to be made. If you find it difficult to get your entire team together, a simple 5-minute conversation with the shop foreman works just fine. Here are some examples of tweaks that might need to be made:
4. Touchdown Dance
Your team probably doesn’t dab, floss or nae nae (ask your kids) at the end of every successful day in the service department. But it’s important that you acknowledge successes as a team and