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 gain. 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.

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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
• 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: charifying 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

Endorsements

AGCO Corporation
BRP
Marine Industry Certified Approved Training Course
MRAA
RVDA

Call 800.772.3377 for programs and discounts from manufacturers.