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Author Archives: Curtis Clark

Why the Material Handling Industry?

The material handling industry most likely won’t have a movie made about it.  I don’t expect to see Leonardo DiCaprio playing an over-the-top dealer principal or manufacturing exec in our industry.  That doesn’t mean that our industry is any less exciting or rewarding than any other.  The material handling industry offers a number of different challenges and rewards. It also ...

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It’s Not the Answer… It’s How You Give It

By: Curtis Clark We’ve all undoubtedly had to give bad news.  Regardless of who that bad news was to, whether a customer, employee, or partner, the effect of that news or answer isn’t so much in the answer itself but how it is presented.  In selling, it’s much more important to frame the answer.  Framing the answer is not avoiding ...

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Efficient and Effective

By: Curtis Clark Managing your service department is probably the most dynamic piece in the dealership.  There are many moving parts and communication with other departments is key.  It’s important to take some time to develop and work toward servicing your customers efficiently and effectively.  This can be accomplished by changes to your dispatching or even how you stock parts ...

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Setting the Expectation

By: Curtis Clark When it comes to running your service department, it’s important to have measureable goals and expectations set in place.  Many of these goals should be standing and should only change with changes in the economy or territory.  Other goals you can set to meet expectations at the time.  These can be tied to specials, training, or specific ...

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Does Morale in your Service Department Need a Lift?

By Curtis Clark Dealership statistics tell us that half of our employees should be technicians.  With that in mind, we’re going to focus on ways to help keep up morale with your technicians (and other team members). Ruling vs. Leading  Everyone has a different management style. How you respond and interact with people makes the biggest impact on your department.  ...

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Is it Parts AND Service or Parts VS. Service?

By: Curtis Clark One of the most symbiotic relationships in your dealership is the one between your Parts and Service Departments.  The cooperation between these groups is crucial and communication is key for the two to work effectively to service your customers.  Yet there are still times where it seems like the Parts and Service Departments are more in a ...

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Whose customer is it?

By: Curtis Clark Think of that large A or B account that you have and ask yourself this question: whose customer is it?  If your first answer is, “It’s The Dealership’s,” you’d be right.  But what are you doing to make sure it stays that way?  When you answer that question while ignoring competition and the other dealerships in your ...

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Setting Expectations for Your Service Department

By: Curtis Clark When was the last time you took a good hard look at your service department? There are certain things that can truly pick up efficiencies in your service department as well as build morale and lead a workforce that will bring gross profit into your dealership. The Service Department can be the dealership’s biggest driver for not ...

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