Will Service G.P. be "more" important or "less" important for your profits in 2019?
Which are you - the "old" way or "today's " way?
"I'm on record as saying we are in the midst of seeing more changes in the next five years than we've seen in the last 50 years." Mary Barra - CEO General Motors
Questions to ask yourself:

  • Do you really know how to increase your retention?

  • Do you know how to significantly increase your Fixed Absorption Rate?

  • Do you know how to ATTRACT better quality employees (specifically technicians)?

  • Do you know how to implement everything the consumers WANT today that creates the Customer "WOW" Experience?

Ask yourself these questions


After 3 years of ownership, what percent of the people choose to return to YOUR service department for repairs?

Over the past 5 years –how much has YOUR service and parts business grown? Now think about this, how much of that business has been due to recalls?

What percentage of the people that purchased 4, 5 & 6 years ago choose to return to YOUR dealership for repairs after their vehicle is out of warranty?

How much is 1% increase in Customer Retention worth annually to YOUR dealership? (See below to compute your dealership numbers)

How many RO’s per day should YOUR service advisor write? What percentage of those should be 1 item RO’s? How much is YOUR labor G.P. margin on those RO’s? How much is YOUR parts G.P. margin on those RO’s?

How many technicians per Service Advisor should YOU have? What should YOUR technician efficiency be? What should YOUR shop efficiency be? What should YOUR G.P. be per technician? What should YOUR G.P. be per service employee?

What is YOUR Service Absorption Rate be?

Are you prepared to deliver a WOW Customer Experience when they bring a vehicle into YOUR service department? 

How much will creating a WOW service experience improve YOUR chances of selling them another vehicle?
  • RETENTION IS THE "HOLY GRAIL"
  • RETENTION WILL LEAD YOU TO MUCH GREATER PROFITS
  • RETENTION IS YOUR STABILITY FOR 2019
  • THE "WOW" CUSTOMER EXPERIENCE IS RETENTION
Now you can compute your own numbers
to put a REAL value on YOUR RETENTION.
FIND OUT HOW MUCH MONEY YOU ARE
LEAVING ON THE TABLE.
(With mobile device, type percentage
as .15 not 15%.)
Whenever you have any questions or the need for any additional information, just call me at 815-978-5038.

Plus, for industry benchmark answers to the above questions, call me

Sincerely,

Scott Hembrough
Hembrough Business Systems
815-97805038
hembrough.scott@gmail.com