Spader

Service Writing Workshop

Arm key service personnel with the confidence and skills to improve scheduling, information flow, and selling processes.

The strength of your service writing directly determines the health of your entire service department. Spader’s Service Writing workshop helps your service department get in shape, giving you the processes, systems, and tools for powerful stability and profitability.

  • How to improve communication with customers and departments with a proven, easy-to-follow service system that includes flowchart processes and information flow
  • How to make the most effective use of technicians’ time for sales deliveries, repairs, and emergencies with an adaptable and  streamlined scheduling system
  • How to realize peak performance and make the right decisions from a clearly-defined set of service writing tasks
  • How to sell service with a proven five-step selling process designed for a service department, including the dos and don’ts of each stage
  • How to increase profits by understanding the difference between productivity and Collect-able™ Efficiency, and how to measure and manage both
  • Learn how to understand the complexities of a well-managed service department, and how they affect the overall bottom line of the dealership

Click the Agenda link at the top of this page to learn more about the course content.

Service Management or Service Writing? View Greg’s Webinar:

Agenda

This three-day workshop will cover the following:

Estimating & Check-In: The key processes for estimating work and checking in service units

  • Estimating process
  • Unit check-in process
  • Service walk-around process
  • Proven five-step process for selling service
  • Flowcharts for estimating and check-in
  • Menu pricing guidelines

Scheduling: The processes and tools needed for an adaptable and high-performing scheduling system

  • The Service Control Center
  • The service appointment process, and the key dos and don’ts
  • Daily service scheduling system
  • How to plan for and schedule sales department deliveries

Information Flow: Concrete processes and flowcharts for designing and managing the flow of information in service

  • Repair orders
  • Daily time tickets
  • Special order parts
  • Customer notification
  • Productivity reports
  • Delivery Request Packet (for sales department units)
  • Warranty claims register
  • Sublet administration

Profit Planning: How to determine what labor rate is needed to make your service department profitable, and understanding why

  • One Dollar Empowerment®, the scorecard managers and employees can understand
  • Collect-able™ Efficiency: understand the difference between Collect-able and non-Collect-able hours
  • Department expense ratio guidelines
  • A system to quickly determine the correct labor rate for your service department
  • Flat rate billing
  • How great service writing can dramatically affect the bottom line

People: How to understand and work with the four styles

  • Profile your own personal style and have a booklet to reference when working with others
  • Recognize the four styles and work more effectively with each of them
  • Harness the power of non-verbal communications
  • Identify the “real” competitors

Flowcharts and Process Maps: The documented process maps and flowcharts for the above items – and more – are included in the participant’s manual

Times
Days one and two:  8:00 a.m. to 5:00 p.m.
Day three:  8:00 a.m. to 3:00 p.m. approximately
Please arrive 30 minutes early the first morning for registration.

FAQ

Who should attend this workshop?

  • Service writer
  • Service adviser
  • Service manager
  • Shop foreman
  • Owner
  • General manager
  • Anyone involved in service writing

Do you offer additional support?

Each participant takes home a full set of materials that includes the tools, processes, tips and forms needed for implementation and reference. You’ll also receive access to our help desk via email or toll-free phone for help with any questions you have when implementing what you’ve learned.

How much does this workshop cost?

First attendee:  $1,795

Second attendee from same company within one year:  $1,695

Third and additional attendees:  $1,645 each


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