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Service Management Workshop

The secret to enhancing your service department: Improve your people and profits with rational, process-driven, customer-focused systems.

Your service department is where you keep the customers you worked so hard to get, and in today's environment, gain new ones! .Spader uses proven systems to place this department and its unique challenges - and opportunities - in proper context and help clarify and simplify the way you manage it.

View Upcoming Workshop Dates      Register for This Workshop (Toronto)

You'll Leave Knowing

  • How to maximize profits in your service department by mastering and balancing three key components: Collect-able™ Efficiency, labor rates and expenses
  • How to structure your service department and gain confidence to properly grow or shrink using proven organizational structures that clearly define roles and responsibilities
  • A technician pay plan that ties compensation to department efficiency and profitability
  • How to increase profits by understanding the difference between productivity and Collect-able Efficiency and how to measure and manage both
  • How to make the most effective use of technicians' time for deliveries, repairs and emergencies with a streamlined scheduling system
  • How to sell more service, increase profits and improve customer satisfaction by better estimating jobs, quoting them and meeting customer expectations

Workshop at a Glance

Key Agenda Items

Profit Planning: Build a service department profit plan and set monthly profit goals
  • One Dollar EmPOWERment® - the scorecard managers and employees can understand
  • Collect-able™ Efficiency - Collect-able™ versus non-Collect-able™ hours
  • Departmental expense ratio guidelines
  • Costline™ Service Pricing System
  • A system to quickly determine the correct labor rate for your service department
  • Plateau maps that show you step-by-step how to structure, grow, or reduce the service department
  • Flat rate billing
  • Sales & Marketing

Scheduling: The processes and tools needed for an adaptable and high-performing scheduling system
  • The service control center
  • The service appointment process, and the key dos and don'ts
  • How to plan for and schedule sales department deliveries
  • Daily service scheduling system

Information Flow: Concrete processes and flowcharts for executing the concepts you learn, whether your systems are computerized or manual
  • Repair orders
  • Daily time tickets
  • Productivity reports
  • Delivery request packet (for sales department units)
  • Sublet administration

People: How to understand and work with the four styles
  • Profile your own personal style and have a booklet to reference when working with others
  • How to recognize the four styles and work more effectively with each of them
  • Harness the power of non-verbal communication
  • Service writer, shop foreman, service manager: clarifying roles and responsibilities
  • The 'real' competitors 
  • People Management: How to identify top work priorities for service department employees

Pay Plans: How to create a win-win pay plan based on the correct expense ratios
  • Flat rate pay versus straight-time pay
  • Spader's proprietary COSTLINE pay plan for technicians

Materials & Toll-Free Support

Each participant takes home a set of materials that includes the tools, processes, tips and forms needed for implementation and reference. You'll also receive toll-free support from a group of Spader Business Management specialists for any questions you have when implementing what you've learned.

Workshop Times

Days One and Two: 8:00 a.m. - 5:00 p.m.
Day Three: 8:00 a.m. - 2:00 p.m. approximately

Please arrive 30 minutes early the first morning for registration.

Who Should Attend & Workshop Cost

  • Service Manager
  • Service Writer or service advisor
  • Business owner or general manager
1st Attendee - $1,995.00
2nd Attendee - $1,895.00
3rd+ Attendee - $1,795.00


I mean it sincerely when I said you saved our business in 1995 when we attended this class.
--Jim Hayes

Spader Business Management Training