By Brian Canning
It does not make a difference how great your location is, with a bad Service Manager you will likely never hit your goals and will in fact be lucky to survive.
There is no doubt that the Service Manager’s role is a tough one but that is why we have Service Managers, to handle those critical tasks and to take on the day to day running of the business. If our Service Manager has consistent trouble living up to our expectations and if he or she has a problem finding the urgency behind the tasks that accompany the title, my very strong recommendation is start looking for a replacement today.
Being a Service Manager is a full contact sport and requires an individual who is both willing and anxious to take on that role. It is a position full of challenge, uncertainty and constant activity. It is a critical position because there is nobody else in the building who interacts so intimately with both customers and staff and nobody else better able to assure our staff members are doing the things they need to be doing to assure our customers are happy, satisfied and coming back.
A great Service Manger is focused on making all of this happen and delivers month after month after month. Armed with your vision for the business and your expectations for shop performance (car count, sales, profitability, CSI), a great Service Manager is accountable and focused on not only meeting your expectations but excceding them. My very best advice is be very tough in finding and hiring the right guy or gal, do all that you can to assist him or her in making it a success and go fishing, take up golf or otherwise get out of their way.
Ten years from now are you going to be able to walk away from the business? Or are you stuck there until your dying day. My advice would be to be to make this a top priority.
If your Service Manager isn’t doing the things you need him to do, stop making excuses for him or her and find somebody who will do the job and love the business as much as you do. He or she is out there, you just have to take the time to find them.
Brian Canning is 30 year veteran of the automotive repair industry who recently moved to the federal sector as a business analyst, writing for SearchAuoParts.com. Read the full article here.