Service Drive Success: Growing Revenue Through Effective and Efficient Processes

The Client

Toyota of Lincoln Park

It’s no surprise that fixed operations departments often receive less sales training than other teams. After all, most dealership operations maintain sales outside of the service drive. This setup can result in inconsistencies that may lead to potential revenue losses and missed opportunities to engage customers in the drive. It’s important for every department member at all levels to follow a standardized sales approach that aligns with the customers’ preferences and needs.

Toyota of Lincoln Park encountered difficulties in boosting dollars per customer pay repair order and sought assistance with their sales process. Knowing that there was an opportunity to improve, the leadership at the store reached out to JM&A Group to understand what could be done to boost the impact of their fixed ops department.

The Challenge

Toyota of Lincoln Park needed a sales process that prioritized customer benefits, as service advisors lacked training and failed to provide friendly greetings. They understood that creating a more customer-centric experience in the service drive would lead to more retention and loyalty from their customers.

The Solution

After leaders at the store reached out to JM&A Group’s Fixed Ops Consulting team, a kick-off meeting was held to introduce and train advisors on a tailored write-up process for their dealership. The training featured a demonstration of the process in the drive, along with set goals. Managers were also trained to support advisors as necessary. JM&A’s process, along with the dealership’s engaged staff, worked together to create a smooth and friendly environment for increased customer retention and an overall better experience.