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5 Keys to Leveraging Your Service Department to Prime

July 15th, 2019

5 Keys to Leveraging Your Service Department to Prime

 

Earlier today, BDR Trainer and Coach, Jennifer Shooshanian, conducted a session about Leveraging Your Service Department to Prime at this year’s ServiceTitan Pantheon User Conference. Your service department holds the key to the profit center of your business and should be yielding the highest gross margin in the company. There are no gimmicks needed to achieve Prime results, just a focus on key foundational principles.

Let’s review the 5 keys to leveraging your Service Department results to Prime that Jennifer discussed at her session:

 

  1. Average Ticket- It’s essential to maximize the opportunities for revenue on each ticket.
    1. Implement flat rate (with proper management)
    2. Offer accessories complimented with a spiff program
    3. Coach Technicians on how to avoid common billing omissions
    4. Create a procedure for system diagnostic, not “symptom diagnostic”

 

  1. Billed Hours- Here’s where we can really get into the nitty gritty of the operations to make some major improvements! Efficient and effective using of your Technicians’ time is imperative.
    1. Embrace flat rate
    2. Become a “billing detective”
    3. Reduce callbacks with system diagnostics
    4. Provide Dispatchers with proper training
    5. Implement a truck stock strategy

 

  1. Drive Time- Reducing drive time between calls can make a huge difference. Savings of as little as 10 minutes per call can generate an extra $92,400 in revenue per technician.
    1. Train your Dispatch team on technician zoning, efficient call routing, and dispatching one call at a time
    2. Implement real-time GPS
    3. Schedule lunches and breaks

 

  1. Maintenance Agreements- A strong maintenance agreement program can provide steady income and work all year-round.
    1. Create a company-wide culture
    2. Provide training for all team members
    3. Price agreements profitably
    4. Have a strong spiff program
    5. Offer tiered maintenance

 

  1. Revenue per Truck- With the implementation of the first four keys, you will see an increase in your revenue per truck as well, but don’t stop there.
    1. Offer accessories at every opportunity
    2. Eliminate missed billing
    3. Improve dispatch efficiencies
    4. Drive call count with maintenance sales
    5. Price all services at a profit
    6. Capture opportunities for system diagnostics

 

Leveraging your Service Department to Prime may seem overwhelming but by implementing these 5 keys you’re well on your way. Not sure where to start? BDR offers training to help get your team on track. Our Service Dispatch University can help train your Dispatchers on the most efficient dispatching practices to help your team get to more calls and generate more revenue. And our Top Gun Technician Excellence training can improve your Technicians’ customer communication skills, sales leads, and referral generation through a defined service delivery procedure.

 

Check out our Upcoming Events page for a complete list of our upcoming trainings or contact Angie Swartz at angieswartz@bdrco.com or (206) 870-1880 for more details.