VISION Business Systems was founded in 1999 to serve the automotive, marine and technology industries.  Business and technology consultants drive improvements in profitability and growth by optimizing sales, service, parts, refinishing and fabrication operations.  Today's changed marketplace rewards well managed firms that excel in both retaining loyal customers and attracting new ones through word of mouth referrals.     

 The following best practices are paying timely dividends for automotive, marine and technology busnesses.  

       February 2010 - Profitability and Growth Best Practices

• Sales managers introduced early in the sales process to personally welcome the customer will increase the closing percentage by 17%.
• Managers who coach individual sales persons on follow-up strategies at beginning of every shift will more than double the follow-up generated sales. 
• Less than 15% of service and parts customers generate 40% of revenues.  Recognize them and watch your referrals grow.     
  
• Identify employees who consistently cultivate customer loyalty. Formally recognize your "Retention & Referrals" leaders monthly.
• Time is money; the more time a customer waits to complete a transaction, the less money you will make. Simplify and monitor web communications for key transactions including appointments, customer updates, invoicing and deliveries.
• Start a second shift in automotive service if you have consistent volume and excellent supervisors. Collaborative supervisors should overlap at least two hours at the shift change, and the work mix for the first three months should be limited to internals and pre-diagnosed jobs.
• Create cross-trained Welcome Experience Teams to assist sales and service specialists during peak customer volume periods.
• Use "Premier" clubs and/or events to show appreciation and further encourage your most loyal sales, service and parts whoesale customers.
  
• Grow business with higher mileage and older products by enrolling in "Concours Club" and offering discounted services during slower periods
• Optimize fixed operations revenues by improving service consulting, technician diagnosis, parts fill rate, workshop proficiency and deliveries.
• Use video tools to coach key processes such as the service walkaround and sales meet and greet.
• Measure the effectiveness of all marketing by consistently using sourcing and transaction surveys.
• Finance specialist should contact higher mileage end-of-lease customers at least 18 months prior to the lease expiration.
• Use inexpensive video display technologies to enhance the customer's experiences.
• Provide Express, remote (Roadside, Dockside) and special services consistent with the dealer's strategy and the market competitive analysis..
• Post events on web site and retail displays featuring at least two upcoming sales, service or parts events.   
• Set next service appointments proactively using "preferred customer strategy" supported by e-mail, text and phone reminders.
• Ask satisfied survey customers if anyone did an exceptional job and share the specifics at the start of every workshift.
  
• Create a virtual pre-owned inventory of unsold or off-lease products on the web.
  
• Collect and update e-mail addresses continuously using web contacts, events, contests, appointments and transactions.
  
• Cultivate Business-to-Business clients to increase sales, service, parts, accessories, detailing and body shop revenues.
  
• Review technology expenses twice a year including those related to internet access, web page, computer network, telephone systems, cell phones and walkie talkies.  Negotiate all technology contracts with a "match or void" clause that requires firms to match documented competitive rates every six months or the contract is null and void.
  

"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel"      Maya Angelou