When it comes to running a successful dealership, the parts and service operation is often overlooked. However, it is an essential component of any dealership’s success, and parts and service managers can play a huge role in the success of overall dealership health. In this post, we will discuss the seven key factors that managers can monitor to build a successful parts and service operation.
Prioritize customer service
The first and most crucial focus for running a successful parts and service operation is to prioritize customer service. This means providing excellent customer service from the moment a customer walks into your dealership to the time they leave and following up consistently. Customers are more likely to return to your dealership if they feel valued and appreciated which will result in overall growth of parts and service. Ensuring your staff is well-trained and has the resources they need to do their job effectively will improve client retention, referrals, and profits. Recalls can also be a great entry point to connect with and establish trust with customers.
Keep your inventory accurate
Keeping an accurate inventory is critical for any parts department’s success. It is essential to know what parts you have in stock, what parts need to be ordered, and when they will arrive. Regular physical inventories help ensure your physical and digital inventories match and can prevent the accrual of invisible obsolescence. Staying up to date with changes in your DMS will also help you maintain accuracy. An accurate inventory will help you reduce wait times, increase customer satisfaction, and minimize waste.
In today’s digital age, it is essential to utilize technology to improve your dealership’s parts and service operation. Technology can help you automate processes, streamline operations, and reduce errors. Whether it’s customer service platforms, a good DMS, or an inventory management support service like PartsEdge, the latest tech will take your parts and service departments to the next level.
Offer competitive pricing
Offering competitive pricing is another critical factor in running a successful parts and service operation. It is essential to find the balance between pricing competitively while still making a profit. Research your competitors’ prices and adjust your prices accordingly to stay competitive in the market. Additionally, offering promotions and discounts can also attract new customers and retain existing ones. When it comes to wholesale business, not all customers are and should be treated equally. Ensure your best discounts are reserved for wholesale customers that meet our ‘green light’ category. More on that in our free Wholesale Business ebook.
Provide regular training
Ensuring that all your staff is up to date with the latest industry trends, technology, and techniques will greatly impact the overall health of your department. Regular training will help your staff provide better customer service, work more efficiently, and reduce errors. We also recommend parts and service managers find a solution for ongoing support as issues arise. One of the benefits of working with PartsEdge is having on-demand access to our team of parts experts for any and all inventory questions and issues as well as free entry to all our parts workshops.
Monitor key performance indicators
Monitoring key performance indicators (KPIs) is essential to ensure the success of your parts and service operation. Tracking metrics such as customer satisfaction, inventory accuracy, and service revenue can help you identify areas that need improvement. Use KPIs to set goals for your dealership and motivate your staff to achieve them.
Focus on continuous improvement
Finally, focus on continuous improvement to keep your parts and service operation successful. Regularly evaluate your processes, policies, and staff performance to identify areas that need improvement and encourage your staff to provide feedback and suggestions to improve the dealership’s overall operations. If you find you’re managing too many things to stay in a proactive zone, ensure you as the manager have the support you need to keep the big picture in mind. Continuously striving for improvement will help you stay ahead of the competition and meet customer expectations.
Running a successful dealership’s parts and service operation requires prioritizing customer service, keeping an accurate inventory, utilizing technology, offering competitive pricing, providing regular training, monitoring key performance indicators, and focusing on continuous improvement. By implementing these key factors, you can improve the efficiency, profitability, and overall success of your dealership’s parts and service operation.
At PartsEdge, our expert team is dedicated to helping Parts and Serice Managers improve their departments by saving managers hundreds of hours each year through streamlining DMS management, sourcing setup, and inventory optimization. Our results speak for themselves: our clients see an average 20% reduction in total inventory, 15%+ less idle inventory, a 50% increase in ROI, and a 20% increase in parts sales. If you’re interested in utilizing our parts power tool, contact us today!