It is intriguing watching dealers’ worldwide continue to do what they have always done. Why do we assume we know what we are doing when their market capture rate for the parts business is typically less than a third? More importantly many of the dealers have half or more of their parts business coming via their mechanics. It is intriguing.
While that is the definition of insanity it is also a sign that we still are not engaged in trying to satisfy our customer needs for parts. We let more than two thirds of the parts market fend for themselves and do the sourcing and buying of their parts needs wherever they think is appropriate. Why do we do this?
Perhaps because it is too difficult to do it any other way; We have to know our customers, we have to know their buying habits, we have to know our competitors, we have to know how to sell and what to sell. All of that is a lot of work. We will explore this more in coming months.
The time is now.
Service Statement 2.0
I receive comments to my posts – thank you all – and I would like to address one of them more completely than a comment response.
Technicians, in the field, should be able to leave an invoice with the client upon completion of the work!
This is a subject that is near and dear to my heart. We have some of the smartest people in our employ working in the field. To operate on the basis that they are not to be empowered to create an invoice for the client is almost insulting to them. Isn’t it?
Perhaps you don’t have the Business system or communications access to allow this to happen but it should never be because the technicians don’t have the skills. Underestimating or underappreciating the talents and abilities of field technicians is a common canard.
The time is now.
Management Musing 2.5
One of the elements with significance in the New Reality is Technology. This vast subject I narrow down to cover the following points:-
We will delve deeper in each of these in the coming days.
The time is now.
Management Musing 2.4
Let’s review the New Reality. I recently discussed this with a group of executives and highlighted six of the elements that I think are important in the New Reality.
We will cover these six elements in the weeks ahead.
The time is now.
Service Statement 1.9
Recently I was in a room with a large group of dealer executives. We got around to a short discussion on the merits of talking to the technicians on the shop floor while they were working. There was a short misunderstanding regarding how serious that was for the efficiency of the technician. Interruptions kill efficiency on any kind of work. Office work has the same problem.
Think about the task of closing work orders. You sit at your desk and review the time taken and the parts used on the job. You look at what the customer wanted and how you satisfied the problem. And as you go through the review of the job the phone rings and interrupts you. You answer the telephone and complete the work caused by the call. Then you go back to closing the work order. Now let me see…. where was I? Can you understand what I am saying? Interruptions kill efficiency
The approach that I took to explain the point was the same that I always use. We are the doctors. This time I was the surgeon and he was the patient. He was on the table and open and I had the scalpel in my hand. The phone rang and someone wanted to talk to me. I left him there on the table and went to the telephone. How likely do you think that would be? I think I made the point.
The time is now.
Parts Pondering 2.2
It is intriguing watching dealers’ worldwide continue to do what they have always done. Why do we assume we know what we are doing when their market capture rate for the parts business is typically less than a third? More importantly many of the dealers have half or more of their parts business coming via their mechanics. It is intriguing.
While that is the definition of insanity it is also a sign that we still are not engaged in trying to satisfy our customer needs for parts. We let more than two thirds of the parts market fend for themselves and do the sourcing and buying of their parts needs wherever they think is appropriate. Why do we do this?
Perhaps because it is too difficult to do it any other way; We have to know our customers, we have to know their buying habits, we have to know our competitors, we have to know how to sell and what to sell. All of that is a lot of work. We will explore this more in coming months.
The time is now.
Friday Filosophy #2013-04
You will never do anything in this world without courage. It is the greatest quality of the mind next to honor.
Aristotle
However long the night, the dawn will break.
African Proverb
Courage is knowing what not to fear.
Plato
The time is now…..
A little of the lighter side
Went to see a performance by Gary Mule Deer. Everyone should have a chance at seeing this talented man. Check him out on YouTube. There is a variety of clips available to view. Enjoy.
Friday Filosophy #2013-03
We can never make peace in the outer world until we make peace with ourselves.
Dalai Lama
You cannot depend on your eyes when your imagination is out of focus.
Mark Twain
I suppose leadership at one time meant muscles; but today it means getting along with people.
Mohandas Gandhi
The time is now…..
Friday Filosophy #2013-02
Leadership is practiced not so much in words as in attitude and in actions.
Harold S. Geneen
If you care at all, you’ll get results. If you care enough, you’ll get incredible results.
Jim Rohn
A man is a success if he gets up in the morning and gets to bed at night, and in between he does what he wants to do.
Bob Dylan
The time is now…..
CL v1.1
I was running through past comments and came across one from Christian Leboutin who contributed a quote that comes to us from Publilus Syrus “It is a very hard undertaking to seek to please everybody.”
This should have a corollary “If is everything is important then nothing is.”
The time is now.