Service seminars focus on profit, manager's sanity at Dealer Expo (UPDATED)

Publish Date: 
Nov 21, 2012
By Mary Green Slepicka

INDIANAPOLIS, Ind. - Saving the service manager's sanity, along with finding hidden revenue in your parts and accessories inventory, will be the focus of two Dealership University seminars for service department personnel during the 2013 Dealer Expo.

The Dealernews International Powersports Dealer Expo will be held Feb. 15 to 17 at the Indiana Convention Center in Indianapolis. All seminars, workshops and super sessions are free to registered attendees of the show.

The Service seminars are part of the Dealernews Learning Experience Presented by Dealership University. The Learning Experience at Indy will include more than 20 classroom seminars on dealer/retail management, marketing, sales and service. Those going through each course will receive a Certificate of Completion from Dealership University.

Identify the Hidden Profits Buried in Your Parts and Accessories Department will teach "powerful" best practices that can increase Service income, reduce expenses and boost cash flow, according to Dealership University.

The P&A department must juggle the process for handling a large number of over-the-counter sales transactions along with transactions to support service and unit sales. "This complexity provides you with an opportunity to boost profits, but if you don't manage it properly, it can become a silent dealership killer," the organizers say.

Mel Selway, founder of the P.A.R.T.S. asset and business management service company who started his powersports career in 1971 as a set-up technician for Honda, will show attendees how to overcome challenges when it comes to:

  • Inventory return deadlines
  • Refused returns
  • Obsolete parts
  • Bin locations
  • Warranty parts
  • Maintaining current supercede links
  • Creating a sales process, and
  • Documenting parts department policies.

Proven Tools and Tactics to Boost Profits and Increase Customer Retention will teach ways to overcome the day-to-day challenges faced by today's service managers so they can focus on the bigger picture. The seminar will be hosted by Chris Langlois, a master technician who is now eastern regional service engineer and global training manager for Zero Motorcycles.

Many service managers can relate to the following scenario, Langlois says: "You have to fulfill scheduled appointments while accommodating walk-in customers and demands from the Sales department. One technician is at a standstill until he gets parts (which are now on backorder) and the vehicle is already on the lift, disassembled. Another tech is losing time because a bike is buried in the warehouse. Outstanding warranty claims must be filed, and warranty parts have to be returned to the OEM. The service adviser has called in sick, and an upset customer is holding on Line 3." 

Langois will discuss the specific systems and procedures service managers must adopt to increase customer retention, boost profits and "save their sanity."

Identify the Hidden Profits Buried in Your Parts and Accessories Department (UPDATED SCHEDULE effective Dec. 27, 2012)
Friday, Feb. 15 – 10:30 a.m. to 11:30 a.m.
Saturday, Feb. 16 – 9:15 a.m. to 10:15 a.m.

Proven Tools and Tactics to Boost Profits and Increase Customer Retention (UPDATED SCHEDULE effective Dec. 27, 2012)
Saturday, Feb. 16 - 8 a.m. to 9 a.m.
Sunday, Feb. 17 – 9 a.m. to 10 a.m.