Create a High Performance Dealership with Bob Clements - Articles

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How to Be a Dealership of the Future

Embrace technology and leverage your own brand to sell to a new kind of customer.

By Bob Clements posted on July 11, 2016 | Posted in Rural Lifestyle Market

The goal for myself and my organization is to help dealers get a jumpstart on their competitors by outplaying them in their markets. To that end, I challenged my team to share their thoughts on what might lie ahead for dealers based upon advances happening in other industries.

RLD Best Practices with Bob Clements: Delivering Outstanding Service

Bringing Professionalism to Your Service Department: Part 2

By Bob Clements posted on May 24, 2016 | Posted in Best Practices

The service department is the backbone of the dealership and has a big impact on the experience customers have both with the dealership and with the products you carry. I want to guide you to the next level of success in your service department, starting with how your team can be more professional.

Best Practices with Bob Clements: Delivering Outstanding Service

Bringing Professionalism to Your Service Department: Part 1

By Bob Clements posted on May 23, 2016 | Posted in Best Practices

The service department is the backbone of the dealership and has a big impact on the experience customers have both with the dealership and with the products you carry. I want to guide you to the next level of success in your service department, starting with how your team can be more professional.

Achieving Peak Performance

6 Positions You Need in Your Service Department

Create the level of performance your customers expect and the level of profitability you deserve.

By Bob Clements posted on May 2, 2016 | Posted in Best Practices

A dealership’s service department is the backbone of the organization. No other department in the dealership, be it parts, wholegoods or rental, will have more impact — positive or negative — on a customer. That’s why I am so passionate about making sure they are profitable for the dealership and deliver a “wow” experience for customers.

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Expediting Equipment Repair Part 2: Adding ‘Triaging’ Processes

By Bob Clements posted on April 18, 2016 | Posted in Best Practices

The triaging approach to service helps move equipment more quickly and efficiently through the evaluation and repair process.

Create a High Performance Dealership with Bob Clements

Expediting Equipment Repair Part 1: 24-Hour Rule

Evaluate how you’re communicating with your service department customers to eliminate frustration, including following the 24-hour rule, and introducing the concept of “triage.”

By Bob Clements posted on April 4, 2016 | Posted in Best Practices

Evaluate how you’re communicating with your service department customers to eliminate frustration, including following the 24-hour rule, and incorporate the concept of “triage.”

RLD Best Practices with Bob Clements: Delivering Outstanding Service

Improving Efficiencies, Customer Experience at Check-In Part 2

By Bob Clements posted on October 5, 2015 | Posted in Best Practices

Part 1 in this series looked at ways to improve the early stages of the check-in process. Let’s look at other ways to build efficiencies and improve customer experience throughout the entire workflow.

Create a High Performance Dealership

Improving Efficiencies, Customer Experience at Check-In: Part 1

By Bob Clements posted on September 21, 2015 | Posted in Best Practices

Checking in a customer’s equipment for service seems like a simple process. However, how it is done and the questions asked of the customer make all the difference in the speed of the repair and customer satisfaction.

Create a High Performance Dealership with Bob Clements
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How to Be a Dealership of the Future

Bringing Professionalism to Your Service Department: Part 2

Bringing Professionalism to Your Service Department: Part 1

6 Positions You Need in Your Service Department

Expediting Equipment Repair Part 2: Adding ‘Triaging’ Processes

Expediting Equipment Repair Part 1: 24-Hour Rule

Improving Efficiencies, Customer Experience at Check-In Part 2

Improving Efficiencies, Customer Experience at Check-In: Part 1

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