Service Management – How webinars can increase profits!

Magic words: increase profits.  Service Management is a very simple term to cover the many variables it contains: planning, organization, customer retention, job descriptions, praise, criticism, time management, personnel management.  I could go on with this list, as the Service Management includes so much within the Dealership.

With so many moving parts, how can you train your staff to provide service and satisfaction to your most important asset – the customer?

Our Service Management webinars offer 1 hour programs on the varied topics and skills necessary to run a successful business, without the demands on time or travel that are required in traditional, face-to-face training.

We are back in full swing with our webinar learning series, and we would love to see you this week.

For more information on Service Management webinars from Learning Without Scars, please visit our website on the Service Management – Webinars tab to read short write-ups, and sign up for training.

The time is now.

Service Management – Maintenance Programs

Service Management – Maintenance Programs

Everyone knows about the repair and rebuild business. That is where the excitement is for technical people. In the product support business, we have two major goals: reduce the owning and operating costs for the machine owner, and protect the residual value of the machine. The first step to understanding how to reduce owning and operating costs is to understand the importance of the maintenance service recommended by the OEM. Most customers view maintenance as the necessary evil of changing fluids and filters. There is much more to it than that. How to develop a maintenance program to reduce those operating costs is the theme in this webinar.

There is a fundamental conflict that has to be dealt with in the labor management group. Maintenance is boring, anyone can do it. In fact the OEM dealer has less than 6.5% of the maintenance market. Nearly 90% of the maintenance is done by a customer mechanic. Yet survey data indicates that nearly 90% of the customers would give the maintenance business to the dealership if their price was less than what the customer currently pays.

This webinar will discuss the methods and processes to follow in order to be able to meet that price and performance need.

Learn How To Make It Matter!

On Tuesday, 5/12/2015, we are presenting our two “Make It Matter” webinars.

At 9:00 a.m. PST we have PTS-WE-U13: our Parts Management – Make It Matter program.

At 11:00 a.m. PST we have SER-WE-U13: our Service Management – Make It Matter program.

These webinars address the two most important questions we must answer in our Capital Goods Business: What do you provide?  What do you do?  The answers are not as simple as they appear to be.  Everything we do has a profound impact on our customers, suppliers, coworkers, and other stakeholders.  This webinar will present information on how to differentiate yourself within your business, and for your customers.

In other news, we have just released our second Self-Study program, this time for Service Management.  Please learn more about these programs under the Self-Study tab on our website.  The Foundation is now available for both Parts Management and Service Management.

The time is now.


Basic Management – PTS-WE-U11and SER-WE-U11

Basic Management – PTS-WE-U11 and Basic Management – SER-WE-U11

There are some fundamental truths about people and their work: everyone wants to do a good job, everyone can do more than they think they can, and everyone is fundamentally lazy. In management and leadership we have to deal with people and processes. That is the job. You lead people and you manage the process.

The job of the manager or supervisor starts with the basic job function description and moves on to standards of performance. Everyone has to understand what is expected of them, as well as accepting that what is expected of them is both achievable and important. The various aspects of management as exposed in this power webinar.

In dealing with people, you also will need to be able to communicate with the employees.  In this webinar, we explore two of the main forms of communications: praise and criticism. This part of interpersonal relations can be learned. These are skills that can be learned by following a simple plan. We discuss this plan in detail, which has many common elements with both praise and criticism to provide you with better ability in working with your employees.

These webinars are geared towards the management and supervision of the Parts Department and the Service Department (respectively) of the Capital Goods Dealership.  Each one hour program offers the fundamentals of leadership, tailored for each department.

Please join us for this exciting learning opportunity.

The time is now.

Service Management Training

Our Service Management Training seminar series begins in Dallas, Texas on March 11th.  This is the introductory level to the 3 part program.

Attendees will learn:

  • The Principles of Management
  • Introduction to Accounting and Finance for Service Personnel
  • The Operational and Process Foundation
  • Customer Service

To bring your Service Department up to a new level of profitability, be sure to register your staff for this course on “What It Looks Like When It’s Right.”  This training is beneficial for Service Leads, Instore Sales Leads, Supervisors, Managers, and Executives.

To learn more and register, please click on the following link:

The time is now.

Training for the Capital Goods Industry

Training has long been a problem for many businesses.

Management and Leadership have conflicting views on personnel. Edward Gordon, in his book “Future Jobs,” points out the threats posed by under-skilled employees. He goes on to challenge the education providers to deliver more on their promise of providing a skilled individual.

One side of the conflict for leaders is traditional thinking:

  • The employees should come to the job trained and ready to work.
  • The employees should continue their schooling on their own time.
  • Why should I train people? They just leave me and go work for the competition.

On the other hand, there is a growing number of leaders who are changing their views:

  • I don’t want to have under skilled people ever.
  • I will support learning in any form.
  • I expect my employees to be curious and hungry learners.

In the years since 2008 – which I will label “BBS” – “Before Bear Stearns” businesses have reduced their expenditures on employee training dramatically. That results in under-skilled personnel. So the result is that we are choosing to reduce training costs, and therefore providing customers with under-skilled personnel. I am sure you don’t think that this is a sustainable position to take.

We have been offering management training since the early 1990’s. We have done this in combination with Industry associations, as well as directly with manufacturers and dealers. We have provided learning opportunities for Parts Management, Service Management, Parts & Service Marketing and Product Support Selling. Today we do this via a new Company called Learning Without Scars. You can visit our website at to learn more about training and creating an environment of skilled personnel.

Service Management Webinars

Upcoming Webinar Notice!

October 21st and October 22nd

Don’t miss any of the four webinars being offered on Service Operations.

  •  Inspections: so that you perform the work the way it should be done, we explore the major inspections necessary to maintain and repair capital equipment.
  • Work Order process; this is the ABC structure you have been waiting for to help drive efficient and high quality labor.
  • Service Labor Rates: the how – to manual on setting rates, it is not about calling around and checking other businesses.
  • Service Organization: as with everything else we have evolved into the current structure, explore with us the structure necessary to support the business properly.

For more details please go to and review the webinars available.

Don’t forget to purchase your membership and receive a 30% reduction on all learning offerings for a full fifteen months.

The time is now