Service departments face renewed pressures to recondition used vehicles
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April 16, 2018 01:00 AM

Service departments face renewed pressures to recondition used vehicles

Alysha Webb
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    As new-vehicle sales — and profits — slump, franchised dealerships are placing greater emphasis on selling used cars and trucks. Inevitably, that also means a renewed focus among service departments on cutting the time and cost of reconditioning used vehicles for sale, from cosmetic detailing to major repairs.

    "Reconditioning is absolutely essential," says Scott Greer, director of used-vehicle services at Birchwood Automotive Group, which operates 16 dealerships from its headquarters in Winnipeg, Manitoba. "Reconditioning cars properly adds to retention, and to people coming back to us and buying the next car."

    The process isn't cheap. The estimated annual cost of reconditioning used vehicles for the average U.S. new-vehicle dealership more than doubled from 2009 to 2017, to $635,453, the National Automobile Dealers Association reports.

    Part of the reason for that increase, warns Joe Lescota, an industry consultant in the Atlanta area who specializes in remarketing, is that "no one is watching the clock. Where gross is made is in speed."

    Nearly two-thirds of the money a dealership invests in reconditioning gets recovered as gross profit, Lescota estimates. Yet reconditioning is a regular source of conflict between service departments, which often prefer to concentrate on lucrative customer-pay work, and used-vehicle managers who want to get inventory prepared and on the lot as quickly as possible.

    Lescota told Fixed Ops Journal that three days is the "drop-dead max time" a dealership should take to recondition a vehicle. "Your better-run operations push 48 hours to maximize inventory turn and profitability," he says.

    Yet a 2016 Cox Automotive study concludes that dealerships that recondition cars and trucks in-house often take "upward of 10 days." Just the top 20 percent of such dealerships regularly turn vehicles around in fewer than four days, the report says. Dealerships are more than twice as likely to do their own retail reconditioning as to outsource that work, according to the study.

    Recon rise
    The estimated annual cost to the average U.S. new-car dealership of reconditioning used vehicles more than doubled between 2009 and last year.
    2009 $288,479
    2010 $283,335
    2011 $402,697
    2012 $416,601
    2013 $483,245
    2014 $481,190
    2015 $547,070
    2016 $596,595
    2017 $635,453
    Source: National Automobile Dealers Association

    The cost of reconditioning varies by the age and condition of the vehicle, and whether it is brought up to the standards of an automaker's certified pre-owned program. But Lescota cites a common industry estimate that it costs a dealership about $42 a day on average to hold a vehicle until it is ready for resale. So a shorter turnaround time means higher profits.

    A new trend Lescota identifies is dealerships sharing reconditioning profits among all departments rather than applying them solely to fixed ops. Making salespeople happier, he says, gives them a greater incentive to serve customers better.

    Satisfied customers "spend more money," he says. "And they come back and buy more cars."

    Sound investment

    Mark Foster, executive manager at Walker Cadillac-Buick-GMC in Carrollton, Ga., hasn't taken the profit-sharing step yet, although the dealership has been a Lescota client. But he agrees that money invested in making reconditioning more efficient is well spent.

    Foster's dealership employs a full-time reconditioning manager. That hiring decision, Foster says, caused his used-car manager to complain that "all you are doing is making a fortune for fixed ops." But he says the added attention ensures that no aspect of reconditioning is slighted, and identifies where to spend money usefully to improve the process.

    What happens, Foster asks rhetorically, when a used-vehicle buyer returns to the dealership for a first oil change and discovers that he or she needs new tires or brake pads because the vehicle was reconditioned badly?

    "Is that customer coming back to buy a vehicle from you again?" he asks. "Probably not."

    Cox Automotive forecasts U.S. sales of 39.5 million used vehicles this year, compared with 16.7 million new cars and light trucks. Cox predicts that 3.9 million leased vehicles will return to dealerships in 2018, and that the number of lease turn-ins will continue to grow until it peaks at 4.3 million vehicles in 2020.

    Because leased vehicles tend to be newer than trade-ins, they generally require less preparation for sale as used cars and trucks. But all require some reconditioning.

    Used-vehicle prices are likely to decline in 2018 because of abundant supply, says Tom Kontos, chief economist at ADESA Analytical Services. High-quality reconditioning is an essential way for dealerships to differentiate their used vehicles, he says.

    "Otherwise, you will just be following the market down," Kontos says.

    Software aids

    Dealers and fixed ops managers have more tools than ever to measure the efficiency of their reconditioning operations, and to stream-line them. Younger dealership executives are more willing to embrace technology that enhances the reconditioning process, says Doug Grimaldi, president of Green Cloud Process, a Jacksonville, Fla., company that provides software called ReconTRAC.

    Grimaldi: Younger dealers embrace software.

    The product enables dealers and service managers to follow a vehicle's inspection, repair orders and work flow as it goes through reconditioning, Grimaldi says. More than 260 dealerships buy the software, he says, at a cost of $300 to $700 a month.

    ReconTRAC also includes preset prices for parts, speeding cost estimates for reconditioning work, Grimaldi says. If a part isn't on the price list, he adds, "our system allows the [service] technician to electronically shoot a price question over to the parts department."

    Jeremy Miller, service director at Koch 33 Toyota and Koch 33 Ford in Easton, Pa., says using ReconTRAC has cut reconditioning cycle time at the dealerships from 12 days to four days.

    As soon as a vehicle arrives at the dealership, ReconTRAC alerts the service department that it has reconditioning work, Miller says. It also creates purchase orders for outside work, he adds.

    His dealerships are reconditioning about 500 vehicles, Miller says. Without the software, he says, "there is no way I could keep track of all the cars."

    Other dealerships and dealership groups, such as Birchwood, have developed their own reconditioning software. Birchwood, which sells as many as 600 used vehicles a month, has an in-house team of business analysts who study data on each reconditioned vehicle to determine how to improve the process, Greer says. To that end, the company also employs five software developers.

    "We can fully recondition a vehicle, including photos and videos, in less than five days, including weekends and holidays," Greer says.

    In-house or farmed out?

    A common concern among dealers is determining whether it is more cost-effective to keep reconditioning work in-house or to outsource it. Dale Pollak, founder of vAuto, a provider of dealership management software, says dealers need to examine carefully their payments to outside suppliers for reconditioning jobs.

    "With margins under pressure," Pollak says, "dealers would be wise to take a closer look at these costs and trim them where they can."

    Birchwood is firmly in the do-it-yourself camp. In 2015, the group opened a 40,000- square-foot reconditioning center that includes a full body shop. The center enables Birchwood to do all the exterior reconditioning on a car or truck, Greer says.

    "We have 100 percent return on investment when we invest in exterior reconditioning," he adds.

    "Now vendors understand that if they don't complete their job in a timely manner, they are holding up the next person in the production line."

    Mike Boyd

    For dealerships that outsource reconditioning work, several products enable dealers to monitor vendors' productivity. Among them is software from iReconCars in Columbus, Ohio. Mike Boyd, the company's CEO, says his product tracks the cost of a vendor's service, the amount of work it does and the time it takes to recondition vehicles. The software also allows dealers to compare vendors' performance.

    The software, which has 25 dealership customers, costs $399 a month. Vendors have their own portals in the iReconCars system, Boyd says, and can see when their reconditioning work is scheduled to begin and to be completed.

    "Now vendors understand that if they don't complete their job in a timely manner, they are holding up the next person in the production line," he says.

    Marc Cox, general sales manager at Tansky Sawmill Toyota in Dublin, Ohio, says the iReconCars software has improved his reconditioning process "1,000 percent" by helping him keep his vendors accountable.

    The software shows where a car or truck is in the reconditioning process, and which recon workers — internal and external — are lagging, Cox says. A slowdown is expensive, he adds, because a vehicle doesn't move to the next vendor until the current one finishes its work.

    "We run between five and seven days" to recondition a vehicle, Cox says. "If you are on a 60-day turn [to sell the vehicle], you are already five days into that 60 days."

    Recon A to Z

    Other vendors handle the entire reconditioning process for dealerships. Manheim's Retail Reconditioning Solutions service will recondition any car or truck, whether bought at one of the company's auctions or delivered by a dealership to one of its recon centers.

    The work includes a multipoint inspection, repair of mechanical problems and detailing. Dealers pay Manheim a variable rate for the service, depending on the amount of work a car or truck needs. Turn time for vehicles is four to 10 days, depending on a client's needs, Manheim says.

    "The big advantage is time saving," says Angie Babin, Manheim's vice president of reconditioning.

    A growing trend in software is helping dealerships make their used vehicles stand out through the reconditioning they get.

    Dennis McGinn, CEO of Rapid Recon in Palo Alto, Calif., claims his company's software saves the average dealership $19,000 a month in reconditioning costs. About 1,000 dealerships use the software, at an average monthly price of $600.

    McGinn says salespeople at Atlanta Toyota in Duluth, Ga., part of Penske Automotive Group, use a feature of the software to identify repairs and enhancements that would make a used vehicle appeal to a potential buyer before it undergoes reconditioning, and then pitch those upgrades to sales customers.

    McGinn calls it "creating a story" about a car or truck. He says, "A good salesperson can use the heck out of it."

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