Did you know that you are sitting on a potential gold mine?

Do you know how to identify the gold and extract it for your business’ growth and sustainability? I hear you already, “Bill, what the heck are you talking about?”

I am talking about your service departments. Most of you know the potential that exists and a number of you have figured out how to access that gold. For you, I say BRAVO.

For those that are not sure about finding the riches in their service departments, do you know what you are looking for? Greater productivity is always a good start, of course. Ensuring that the department is moving enough billed hours per tech is a key aspect but it is not the only aspect. I believe it is also important to consider the efficiency and effectiveness of that increased productivity. Those that know me can already sense a rant coming on but, rest assured, no rant.

In very simple terms, looking at the efficiency of the service department is important.

No one wants wasted time, resources, or technicians with hands in their pockets, of course. This begs the question of how to identify and remove wasteful actions, items, and processes in a manner that will positively impact both productivity and the bottom line. In my experience, the 5S methodology for workplace standardization and organization is a magnificent way to get started while involving your team, giving them increased ownership in their role. Side benefits are improved cleanliness and workplace safety, as well. YouTube has a variety of free resources to help you get started.

The influence of effective service departments

The second part, by being effective, I am referring to the quality of work that leaves your service department. The thing about quality is that it is really about consistency, if the work is consistently good (performed correctly, low return rate), your customers will feel they are getting high quality work from your shop. If the work is consistently not good (high return rate, performed irregularly) then guess what your customer is experiencing? Poor quality. This is why a well-trained service department staff, including service writer, is so important. There are many resources offering free or nearly free training, be sure your staff is taking advantage of these to ensure that your service department is known for high quality work.

How P2 plays a part

This is another way that the P2 Program can help your service depart be productive, efficient AND effective. P2 Group discussions around this, and so many other topics relevant to the IBD, that are held in a supportive manner, help lift ALL retailers and make the independent bicycle retail industry in North America be stronger, more stable, and with a sustainable future.

Thanks for the long one today. Reach out if you’d like to talk about continuous improvement in your business or anything at all. Thanks for reading!

Bill Miller
P2 Coordinator, National Bicycle Dealers Association
Phone: 608-628-8048 | Email: bill@NBDA.com
Web: www.NBDA.com
3972 Barranca Pkwy, Ste J-423, Irvine, CA 92606

Sign up now for P2 and see the results for yourself.