As a special feature of this report, we’ve assembled a dedicated web portal for you with support and resources related to each of the insights so you can take immediate action to apply what you’re learning.
Some of those tools and resources are available to all MRAA Retail Members. Others are only available to MRAA’s Silver and/or Gold Members.
JUMP TO:
Insight 1: Workforce Shortage
Insight 1: Workforce Shortage // Support and Resources:
Insight 1: Workforce Shortage // Available to Silver & Gold members:
Rethink How to Engage & Hold On to Your Employees with Gloria Sinclair Miller
Attract and Keep Techs Course with Valerie Ziebron
How to Recruit, Work With and Lead People Not Like You with Kelley McDonald
Strengthen Your Dealership’s Workforce with Ty Bello, Team@Work
Reduce Service Dept. Pain with These Workforce Tools and Strategies with Jim Million and Gloria Sinclair Miller
Insight 2: Efficiency – Parts Person
Insight 2: Efficiency – Parts Person // Support and Resources:
- Prepare Your Dealership for 2024: Service and Parts – Resources to address Parts and Service concerns
Insight 2: Efficiency – Parts Person // Available to Silver & Gold members:
Create a Parts and Accessories Superstar with Robert Grant
Service CSI and Upselling: Not an either or proposition with Valerie Ziebron
Service Scheduling & Parts: How to Create Harmony with Robert Grant
Future of Service Efficiency with Jim Million
Insight 3: Efficiency – Individual Incentive Pay Plan
Insight 3: Efficiency – Individual Incentive Pay Plan // Support and Resources:
The Guide to Dealership Improvement
Insight 3: Efficiency – Individual Incentive Pay Plan // Available to Silver & Gold members:
Attract and Keep Techs with Valerie Ziebron
Reduce Service Dept. Pain with These Workforce Tools & Strategies with Jim Million and Gloria Sinclair Miller
Develop Compensation Plans that Produce Results with Bob Clements
Insight 4: Efficiency – Team Incentive Pay Plan
Insight 4: Efficiency – Team Incentive Pay Plan // Support and Resources:
The Guide to Dealership Improvement
Why Can’t I Find and Keep Good People by Dixie Morrow
Insight 4: Efficiency – Team Incentive Pay Plan // Available to Silver and Gold Members:
Develop Compensation Plans that Produce Results with Bob Clements
Insight 5: Repair Event Cycle Times – Job Descriptions and Organizational Charts
Insight 5 Repair Event Cycle Times – Job Descriptions and Organizational Charts // Support and Resources:
- Mini-Guide: Why Your Dealership Nees an Org. Chart
- Spotlight: Improving Your RECT – Resources to help your dealership shorten the time your customers’ boats are in the shop
- Guide to Building a Foundation for Accountability – Featuring 9 job descriptions
Insight 5 Repair Event Cycle Times – Job Descriptions and Organizational Charts // Available to MRAA Silver & Gold Members:
Combat the Assault on Your Shop’s Repair Time with Valerie Ziebron
The Future of Service Efficiency with Jim Million
The Service Clock: Rethink Your Service Department’s Approach to Time with Max Materne
Insight 6: Service Process Map
Insight 6: Service Process Map // Support and Resources:
- BLOG: Building a Service Process Map: Read this blog for some insights to help you get started, building your dealership’s own unique service process map by Bob McCann.
- Service Process Best Practices
- Process Maps Increase Efficiency in Your Service Department by Liz Keener
Insight 6: Service Process Map // Available to MRAA Silver & Gold Members:
Service and Parts Warranty: Control the Tsunami – Gain a sample warranty process from write up to payment with Paula Crosbie
Gold Members only: Improve Your Dealership Through Process Mapping with Paul Weaver
Insight 7: CSI – Job Descriptions, Performance Reviews and Individual Incentive Pay
Insight 7: CSI – Job Descriptions, Performance Reviews and Individual Incentive Pay // Support and Resources:
Insight 7: CSI – Job Descriptions, Performance Reviews and Individual Incentive Pay // Available to MRAA Silver & Gold Members:
Build a Service Dream Team with Valerie Ziebron
Dealer Case Study: An Alternative to the Performance Review with Sean Horsfall of Len’s Cove Marina
Insight 8: Service Absorption as a Key Metric
Insight 8: Service Absorption as a Key Metric // Support and Resources:
- Use Communication & Technology to Boost Service Efficiency – Woodard Marine Case Study
- The Service Shuffle by Jerrod Kelley
Insight 8: Service Absorption as a Key Metric // Available to MRAA Silver & Gold Members:
Bulletproofing your Dealership with Sara Hey
The Future of Service Efficiency with Jim Million
Operation: Keep Your Customers Boating
Insight 9: Repair Event Cycle Times as a Key Metric
Insight 9: Repair Event Cycle Times as a Key Metric // Support and Resources:
- Strong’s Marine addresses Repair Event Cycle Times by Jerrod Kelley
- Improve Your Customer’s Experience by Owning Your RECT
- Thought Starters to Improve Your Repair Event Cycle Times
- RECT: Today’s No.1 Customer Experience Metric by Matt Gruhn
- One Question to Change Your Service Perspective with Matt Gruhn, Carly and Jay Poole
- Back to the Basics – 6 fundamentals and 1 Pro Tip to help service drive a better customer experience by Jesse Swain
Insight 9: Repair Event Cycle Times as a Key Metric // Available to MRAA Silver & Gold Members:
Reducing Repair Cycle Time with Valerie Ziebron and Carrie Stacey
The Service Clock: Rethink Your Service Department’s Approach to Time
Insight 10: Net Promoter Score as a Key Metric
Insight 10: Net Promoter Score as a Key Metric // Available to all Members
Insight 10: Net Promoter Score as a Key Metric // Available to MRAA Silver & Gold Members:
Guide to a World-Class Customer Experience
3 Tactics to Turn Your Shop into a Customer Loyalty Machine with Bob Clements
ESI Fuels CSI with Sam Dantzler
Get Real about Follow-Up or Get Gone with Jordan Schoolmaster
Turn Upset Customers into Loyal Ones with Valerie Ziebron
3 Ways to Earn Your Service Customer’s Trust with Chris Collins
Gold Members only: Become a Trusted Dealership in the Eyes of Today’s Customer with Marcus Sheridan