The Blaylock Consulting Group specializes in every aspect of the Fixed Operations, including Service, Parts, Body Shop, Make Ready, and BDC. We have been in dealerships that are having success in the new and pre-owned sales departments but struggle in fixed operations. This is usually due to the General Manager probably advancing from the sales department and may have never worked in the fixed operations. This is also not uncommon, because most dealers believe that the sales department is the primary department because let’s face it, selling cars is what the manufacturers strive for and why Dealers buy dealerships.
The Fixed Operations can be and ultimately should be the Backbone of the dealership and not the Backend! When the fixed operations is performing to its true potential, not only with gross profit, Fixed Absorption, expense controls, and complete customer satisfaction, the dealership can reap the rewards of keeping customers into the fold to be able to sell again and again. The new standard for Service departments is the customer retention rate. By keeping customers coming back for service requirements, the probability of selling them another vehicle grows exponentially.
The defection rate in the service department, for whatever reason will result in reduced vehicle sales. That’s why Blaylock Consulting Group has a plan to get the fixed operations at peak performance in every aspect. Remember a couple of quotes that are out there, “Hope is not a Plan” and “Procrastination is the Grave in which Opportunity is Buried”.