Digital Dealer - September 2019 - 43

S A LE S & VA R IAB LE OP S : Fixe d O p s

By Charlie Polston
Automotive Customer Retention
& Profitability Consultant,
BG Products, Inc.

Keeping Techs
AND Consumers
Happy, While
Remaining
Profitable
Service directors of
professional automotive
dealerships have stressful
jobs. They are required to
deal with a broad range of
personalities, temperaments, and quirks - of both
employees and customers.
Similar to a preschool
director, they have to keep
everyone fed, burped,
diapered, and pampered.
They have to dry tears, wipe
running noses, and clean up
messes - all while making a
profit for their dealership.
To make matters worse,
a recent survey of 35,000
technicians found that most
were dissatisfied with their
jobs and 52% would not
recommend the career to
a friend. All this comes at
a time when the technician
shortage in the U.S. is at a
crisis level.
The study from Carlisle
& Co., as quoted by David
Kushma in Fixed Ops Journal, found the biggest issue
centered around technician
pay. Three-fourths of those
surveyed (73%) have a
flat-rate pay plan. While the

debate of flat-rate pay plans
has been ongoing for over
40 years, there is one thing

that makes everyone happy:
when techs get enough
hours to "beat the clock."

...THERE IS ONE THING
THAT MAKES EVERYONE
HAPPY: WHEN TECHS GET
ENOUGH HOURS TO 'BEAT
THE CLOCK.'"

D I G I TA L D E A L E R . C O M

I have the highest respect
for professional automotive
technicians. They have
spent hundreds of hours in
training, and they must constantly adjust to ever-changing technology, while having
the physical stamina to
wrestle heavy automotive
components and tools.
Speaking of tools, the
technician has more money
invested in the dealership
than any other employee
on the premises, except
the dealer principal. Many
top-tier technicians have
over $100,000 invested
in their tools, diagnostic,
equipment, and toolbox.
These guys are your
most valuable resource, and
worth your investment in
them. A good work environment, communication structure, and pay plan are key
factors to keep techs happy
and productive. But the best
Continued on pg. 44

SEPTEMBER 2019

43



http://www.DIGITALDEALER.COM

Digital Dealer - September 2019

Table of Contents for the Digital Edition of Digital Dealer - September 2019

Digital Dealer - September 2019
A Message from the Show Director
Rally Around Common Ground
Want to Build a Dealership Where People Want to Work?
Leading With Purpose
Auto Retail Comes Roaring Back in 2019
Off the Sidelines & in the Game
Is Improved Profitability
Interview with Danny Zaslavsky of Country Hill Motors
12 Content Tactics to Strengthen Your Digital Reputation
Digital Retailing: Part 1: What is Digital Retailing?
Marketing to Your “Personas” and Not Your Target Audience
Mastering Facebook’s New Ad Relevance Diagnostics
Keeping Techs AND Consumers Happy, While Remaining Profitable
Forecasting Fixed Ops Performance – It’s the Little Things
Profiles of Success
Are You Reaching the Older Consumer?
DD27 Recap
Digital Dealer - September 2019 - CT1
Digital Dealer - September 2019 - CT2
Digital Dealer - September 2019 - Digital Dealer - September 2019
Digital Dealer - September 2019 - Cover2
Digital Dealer - September 2019 - 1
Digital Dealer - September 2019 - A Message from the Show Director
Digital Dealer - September 2019 - 3
Digital Dealer - September 2019 - Rally Around Common Ground
Digital Dealer - September 2019 - 5
Digital Dealer - September 2019 - Want to Build a Dealership Where People Want to Work?
Digital Dealer - September 2019 - 7
Digital Dealer - September 2019 - 8
Digital Dealer - September 2019 - 9
Digital Dealer - September 2019 - Leading With Purpose
Digital Dealer - September 2019 - 11
Digital Dealer - September 2019 - Auto Retail Comes Roaring Back in 2019
Digital Dealer - September 2019 - 13
Digital Dealer - September 2019 - 14
Digital Dealer - September 2019 - 15
Digital Dealer - September 2019 - 16
Digital Dealer - September 2019 - 17
Digital Dealer - September 2019 - Off the Sidelines & in the Game
Digital Dealer - September 2019 - 19
Digital Dealer - September 2019 - Is Improved Profitability
Digital Dealer - September 2019 - 21
Digital Dealer - September 2019 - 22
Digital Dealer - September 2019 - 23
Digital Dealer - September 2019 - Interview with Danny Zaslavsky of Country Hill Motors
Digital Dealer - September 2019 - 25
Digital Dealer - September 2019 - 26
Digital Dealer - September 2019 - 27
Digital Dealer - September 2019 - 28
Digital Dealer - September 2019 - 29
Digital Dealer - September 2019 - DD27 Recap
Digital Dealer - September 2019 - 31
Digital Dealer - September 2019 - 32
Digital Dealer - September 2019 - 33
Digital Dealer - September 2019 - 12 Content Tactics to Strengthen Your Digital Reputation
Digital Dealer - September 2019 - 35
Digital Dealer - September 2019 - 36
Digital Dealer - September 2019 - 37
Digital Dealer - September 2019 - Digital Retailing: Part 1: What is Digital Retailing?
Digital Dealer - September 2019 - Marketing to Your “Personas” and Not Your Target Audience
Digital Dealer - September 2019 - 40
Digital Dealer - September 2019 - Mastering Facebook’s New Ad Relevance Diagnostics
Digital Dealer - September 2019 - 42
Digital Dealer - September 2019 - Keeping Techs AND Consumers Happy, While Remaining Profitable
Digital Dealer - September 2019 - 44
Digital Dealer - September 2019 - Forecasting Fixed Ops Performance – It’s the Little Things
Digital Dealer - September 2019 - 46
Digital Dealer - September 2019 - Profiles of Success
Digital Dealer - September 2019 - Are You Reaching the Older Consumer?
Digital Dealer - September 2019 - Cover3
Digital Dealer - September 2019 - Cover4
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