The Fixed Operations department for car dealerships can be made up of the following positions:
Fixed Operations Director
Service BDC representative
Service Drive Manager
Main Shop Foreman
Quick lube tech
Quick Lube Managers
Paint Prep tech
Parts Advisor front counter
Parts Advisor back counter
Customer Relationship Manager
Make Ready Manager
Aside from the GM — for Service the “fall guy” is the fixed operations Director. The FOD has an important role and has to take care of making sure everyone is where they should be. They are also in charge of making sure the expenses stay inline. Do you know where you may be too heavy in expenses or where to trim? With all the jobs and responsibilities of a Fixed Operations Department here are 3 things to ensure success using Marcus Lemonis’s 3 P’s:
Your people have to be bought into the vision. You have to make sure your people know their roles, and understand what’s expected of them. For long term growth you have to have a succession plan for them. Even if you’re not expanding they need to have an opportunity to grow. I’ve made it a goal wherever I am to grow my people and if the time comes where I do not have an immediate opening for them I help them find a new home.
No matter what industry you’re in you must have a process. A roadmap or blueprint to understand how your machine works.
When a process is clearly outlined you can understand where it may be broken and put measures in place to fix it.
If it’s providing mechanical repairs or collision repairs the product you’re providing must be sound and complete. Exceptional maybe a better term. Complete and Exceptional not only the repair but the experience.
The only way you will manage getting your customers to keep coming back is by focusing on the 3 P’s.
Stick to these 3 things and you’ll ensure the success of your team in the Game Of Cars.
What roles did I mistakenly leave out :)? Please leave a comment.