• This thread is just the tip of the iceberg.The people ahead of the curve aren't Googling for answers — they're already in here, having the conversations you haven't found yet. DealerRefresh is free.Get the full picture →

Service Appointment setting?

Jump to latest Follow Reply
#11
Mike, I was asking about your RO's vs those in your area. Given the number of sales, I'm with Bill in thinking it sounds a little low. Hopefully your BDC will be able to help grow that number for you! There are a number of ways a service BDC can help a dealer in their biggest profit center from CSI and follow-up to referrals and appointments.

Given the burn-out factor, you may want to look into how you can use their skills and interests to help the service department and dealership beyond just appointments as a mental break.
 
#13
Mike, that's a really hard thing to tell people about, for me it started by understanding that it happened to one person and then you learn to keep an eye out as you learn the signs and then work to stop it from happening again. It's not just a CSR thing - but it seems to happen quickly if you don't know what to look for in those in a call center. With a job where the daily tasks are so monotonous, the stress and mental toll, there becomes a slow internal run down-sometimes an external change of mood as well-and as it grows, productivity wains and the job contentment level falls. This is where the break happens-they quit, stop following process or just become disillusioned with the job. Combating the early signs is key because many times there is no coming back from the breaking point. You will have to find how your personality lends itself to keeping up morale and make sure to help your staff not fall into the darkness.
One of the things I've done is my sales and service BDCs were to find out what interest and skills each person has and find a task to fit each person - weekly or monthly - that can be a break for them while helping me market the dealership and their department. Even just taking someone to lunch can really help let them know they are appreciated.
 
Dealer Authority ALL
Dealer Authority - Inventory

✨ AI Highlights

  • A VW dealer seeks advice on structuring a service appointment-setter position and compensation plan, and learns from experienced professionals that 300 ROs per month is workable for one person, though they should explore whether their 450 total ROs (suggesting significant warranty work) represents room for growth.
  • The discussion reveals best practices including simple hourly pay with RO-based bonuses, early shift timing to handle follow-ups during off-peak hours, and the potential to expand the role beyond basic appointment setting into outbound calls for recalls, maintenance intervals, and CSI follow-up.
  • The key insight is that this position can serve as a profit center for the dealership by not only managing appointment logistics but also proactively driving service business through relationship-based outreach.

A VW dealer seeks advice on structuring a service appointment-setter position and compensation plan, and learns from experienced professionals that 300 ROs per month is workable for one person, though they should explore whether their 450 total ROs (suggesting significant warranty work) represents room for growth. The discussion reveals best practices including simple hourly pay with RO-based bonuses, early shift timing to handle follow-ups during off-peak hours, and the potential to expand the role beyond basic appointment setting into outbound calls for recalls, maintenance intervals, and CSI follow-up. The key insight is that this position can serve as a profit center for the dealership by not only managing appointment logistics but also proactively driving service business through relationship-based outreach.

Replies Views 13 12,483 Started Last Reply

Latest posts

Dealer Authority - 250
Top Bottom
Back
Jump to latest Follow Reply
Jump to latest Follow Reply
Menu