Over my 30-plus years in various roles within our industry, one common issue I’ve seen is the need for service managers to share knowledge. In my travels, working with two different manufacturers, I saw dealers constantly struggling to re-invent the wheel.
I became convinced that individual service managers, and our industry as a whole, had the opportunity to get better if there was a way for them to share ideas.
In most cases, the opportunities are not open to service managers. I attend BTA events regularly and there are two things I notice: there isn’t much content for service managers, and there are not many service managers attending even when there is content available. I do see owners and sales managers all the time, yet service generates the majority of the profit in a dealership. So it makes me wonder why these events aren’t more geared toward service.
Most Service Managers Don’t Share
I believe that several factors create this situation. Service managers usually come from a technical background and like to solve their own problems. I know that I am guilty of this at times. Our background drives us to try and be heroes, but it impedes our progress.
In some cases, there is a fear that sharing information will benefit our competitors, and that is a small possibility. But there are ways to prevent that, and I would postulate that any impact is miniscule.
A third factor is that the company never gives them the opportunity. Except for the dealer meetings and the few dealers that belong to dealer groups, service managers aren’t provided any information at many events. And even if there is content for them, they get left behind.
Why Service Managers Should
None of us know everything there is to know about this business. I just finished a training course for service managers, and when it was complete, some of the experienced managers acknowledged that they didn’t realize how much they didn’t know. I learned from them as well, and found points to include in future training courses.
Even though someone suggests things that don’t apply to your situation, you may find that they trigger ideas that will work for you and your company. A group of people addressing common issues is an extremely powerful way to improve.
In some cases, you discover that you are using the most-effective method and that there are other areas you should be addressing.
Where to Look for Information
For a long time, service managers have not had many options, and sadly that situation has not changed much. Here are some valuable resources they can use for education and ideas.
Peer Groups
This is a collection of dealers that do not compete with each other. It meets regularly to discuss the mutual challenges faced by the group and the potential solutions to those problems.
They normally will have at least one meeting a year where they include the service managers, who frequently share information at other times as well.
These groups do charge for membership, and there is an expense associated with attending the meetings, but view it as an investment in the future.
BTA Events
It is a good idea for the service manager to attend these events with the rest of the management team. First, as the number of service managers grows, the regional groups will take notice and be more willing to invite service-related speakers. Second, you have the opportunity to speak with and hear industry experts address the problems facing dealers. Third, you can meet and develop relationships with other managers who then become sources of information in the future.
Online Forums
In a previous article, I addressed the need for service managers to become more active on social media. In particular, I believe that every service manager benefits from participation on LinkedIn. There are a variety of groups that address our industry, and I moderate one that is for service managers only. Remember, you benefit by participating, not sitting on the sidelines.
Get Involved—Help Others Learn and Learn Yourself
This is the real key to achieving success. When you search out opportunities, participate in them, and reach out to help others, your skills improve, and you find new methods to address old problems.
I am looking at even more ways to share information and would love to hear your thoughts. Email me Ken@kedmonds.biz and let me know what you think would be helpful and affordable for you in that regard.
The one thing I know for sure is that the problems we face are not going to diminish. Our industry is changing in ways we could never have imagined a few years back—in fact, the dealer model as we know it is at risk of extinction. Survival will depend on improving existing skills and developing new ones. Sharing knowledge will make the process easier.
