Every service and parts operation can improve, but Dick Chitty encourages dealers to employ a continuous improvement system rather than an all-at-once overhaul.
"Do not attempt to make major improvements in a short time frame," Chitty counsels. "Be assertive in wanting improvements, but be patient. Make continuous improvements, however small, and make them stick."
He suggests having one or two service and parts staff members develop a plan to improve one portion of the operation at a time. That includes running a pilot test and analyzing it before making a permanent change.
Chitty offers what he calls the 6 R's of taking care of, and following up with, service customers: