The opportunity that you have when you are in the product support business is huge. The shame is that we don’t capture more of it. There are some opinions about where the dealer’s market capture rates should be, running from 20 to 40 percent for parts and from 5 […]
All of us have seen and been in many parts departments over the years and know what to expect: the counter and the telephones, the warehouse, shipping and receiving, yard storage, maybe even in-store merchandising. If the customer chooses to order […]
The Judeo-Christian philosophy of seven good years and seven lean years isn’t an optimistic view of the world. I choose to follow the Asian approach of one bad year followed by three good years. I guess that makes me an optimist by design.
This year […]
For the last two columns I have been focused on your need for Product Support Salesmen; establishing territories and market segmentation. In April I left a long list of “To Do’s” on the table. Establishing sales objectives for each assigned customer; creating sales tools for each parts family […]
Last month I talked about market coverage and how important it was that we look after the customers who purchase machines and attachments from you. How we must do a better job of retaining the downstream business for the machines that we […]
Think about all the wise men out there. Management consultants, including me, push improvements in asset management, product-support sales-market coverage, service efficiency and all of the rest. Training businesses preach and teach about management and operational effectiveness in parts, service and product support sales. Your […]
The piece of equipment, not its owner, is the true customer for a dealership’s parts and service business.
Sure, your responsibility is to reduce customers’ owning and operating costs while protecting their equipment’s residual value. So you and your employees courteously and professionally […]
There’s a term that I suspect many of you aren’t familiar with, and it’s a key piece of information for any retailer – including construction equipment dealers. It’s something you’ll need to know to gauge how well […]
It’s probably safe to say that by now most dealers have some manner of customer satisfaction program in place, whether as a result of surveys initiated by the […]
