Keep your service techs on task


Matt Flintrop, service manager for House of Harley-Davidson, a Top 100 dealer in Milwaukee, has invented a way for his service advisors and technicians to communicate with each other. When technicians know they’ll need another job in 15 minutes, they place a plastic tote bin in a promiscuous spot in their stall. The service advisors see the bin and dispatch a job. The bin goes up to the parts-to-service counter, and the parts-to-service person fills it for the tech to pick up. “Basically we’re able to get the motorcycle, the parts and the work order to the tech’s stall in less than 15 minutes, which makes it a terrific system to keep guys moving,” Flintrop says. “The other thing that’s nice is when you see three tote bins sitting there, that’s not three technicians standing there having a discussion about politics or whatever. So it tends to make the service write-up area much quieter. … And when the technicians are all in their stalls, they’re making money, which makes them happy.” — Arlo Redwine

This story originally appeared in the Dealernews June 2011 issue.