Milehigh

Joe - Are you still using Auto Alert? (http://www.autoalert.com) I called them up and they said they only deal with new car dealers... Are these the same guys?

Joe, I suspect that trend will continue as dealers fight to stay alive in the face of declining new car sales. As the baby boomers begin to retire in 2013 and beyond, I don't believe that dealers will be able to reverse the negitive trend. There will be some dealerships that will not survive, but they are bound to drag down service costs in their market area until they exit. To counter the decrease in dealer prices, I believe we must keep an eye on costs, educate our customers and have great customer service--all of which we should be doing today. I think there is an opportunity to capture younger customers with the use of social media and by offering some 'hip' products, such as, low cost wheel and tire packages, dual exhaust systems, performance packages, etc.--These kids are the key to countering an aging population if you can make them your customers TODAY. Okay...back to my coffee. Have a great weekend.

As I get ready to launch a new business, I wonder how many owners utilize Commercial Account Representatives to solicit commercial or fleet work. The facility we are considering (10 bays) sits between two towns that have approximately 2200 registered businesses. I believe we can capture our fair share of the commercial business if we make it a priority and go after it. However, I'm concerned with the overhead costs of a account representative. Does anyone have experience with using commercial account representatives to solicit commercial work? What salary model do you use--commission, base+commission, salary. As always, I appreciate your experience and input.

I'm sure there are plenty of folks that pracitce Lean principles in teh auto business--they just may not know it. I agree that reducing comebacks is very important and Six Sigma can help if you properly document each comback and work hard to fully understand the root cause of the failure. Thanks for all your help.

Okay I get it now--two up front (you and a Service Manager/Writer) and six good Technicians in the back. There must be days when you are slammed up front--do you ever feel like its too much? Also, I see you are selling tires--do you have General Service Technicians that just handle the tire and lube work?? Thanks again for your experience and candor.

Thank you Joe for the details- this looks very close to what we believe would be the right mix. I have a background in Lean/ Six sigma so I'm a BIG believer in systems and policies. Thank you again for your wonderful explanation.

Thank you for your feedback. Do you operate 7 bays without a service manager? Does one of your Technicians fill that role for you? Additionally, do your Technicians order parts or do the Service Writers handle that? Thanks again.

I'm new to the forum and would like you thoughts on the proper staffing level for a 4-6 bay shop. I realize there are several variables that must be considered (Hours of operation, experience, estimated work load, product mix, etc.) but, based on your experience, are there some general rules to staffing a facility? I recently read an article that suggested a minimum of three Service Managers, four Sales Associates, and at least four Technicians. Would this model work in your shop? Would you recommend a tweak or two? Thank you for your input. Shop Article http://www.shopownermag.com/Item/88203/recipes_for_shop_success.aspx