Live Online SMART Course January 21 to April 1, 2025

About this course

The RPM SMART Course is a unique blend of auto­mo­tive shop man­age­ment and ser­vice advi­sor train­ing. The course is designed for shop own­ers, ser­vice advi­sors, and tech­ni­cians. It teach­es the pri­ma­ry key per­for­mance indi­ca­tors and the sys­tems and pro­ce­dures required to achieve them. This course is the WHY, WHERE, WHEN, WHO, WHAT, and HOW of oper­at­ing a high per­for­mance and prof­itable auto­mo­tive repair shop.

What you’ll learn

• Learn how to pro­vide bet­ter cus­tomer and use refer­rals to grow your business.
• Adding one billed hour per tech­ni­cian per day will do a lot for your bot­tom line. Good com­mu­ni­ca­tion keeps clients happy
• How to reduce your and your client’s stress and improve your profits.
• Cus­tomer vehi­cles are com­plet­ed on time, help­ing us keep our commitments.
• Have more cus­tomers want to pay for your ser­vices and under­stand and appre­ci­ate what they have spent their mon­ey on.
• Improve over­all gross prof­it and net profit.
• Team mem­bers will be able to use time wise­ly and bill cus­tomers fair­ly, keep­ing our ser­vice rates down.
• Have con­fi­dence in charg­ing prop­er­ly for testing.
• Be able to under­stand the best inspec­tion process and how it informs your clients’ decisions.
• Be able to pre­book appoint­ments to help clients plan and bud­get, and even out the shop busi­ness cycles.
• Clients feel like you have their best inter­ests at heart and keep being loyal.
• Atten­dees will leave with action steps and com­mit­ments to implementation.

Training details

• Jan 21, 2025 ⋅ 9AM – 12PM (PST)
  1. Intro­duc­tion – What Is Good Cus­tomer Ser­vice?- What is the Pur­pose and Role of the Ser­vice Advi­sor. Learn how to lis­ten and serve well, to man­age and exceed expec­ta­tions and cre­ate referrals.
• Jan 28, 2025 ⋅ 9AM – 12PM (PST)
  2. Man­ag­ing the Paper and Com­mu­ni­ca­tion Flow.- What are the best prac­tices to keep the doc­tors work­ing with the patients? — Learn how write up pro­ce­dures and how to use sys­tems build rela­tion­ships. — You’ll also learn how to rely on writ­ten or dig­i­tal com­mu­ni­ca­tion rather than on verbal.
• Feb 11, 2025 ⋅ 9AM – 12PM (PST)
  3. Sched­ul­ing – Cre­at­ing a Pro­fes­sion­al Prac­tice — A tech­ni­cian wait­ing for ser­vice advi­sors and parts is one of the biggest time losers to an auto­mo­tive busi­ness. Anoth­er is cus­tomers who are late for appoint­ments or don’t even show up. Learn sys­tems that pre­vent these events from occurring.
• Feb 18, 2025 ⋅ 9AM – 12PM (PST)
  4. Dis­patch­ing – Ana­logue and Dig­i­tal Work­flow — When a team can­not see at a glance what the work­flow is like, they tend to act as indi­vid­u­als. Learn a dis­patch­ing sys­tem that keeps the team on the same page.
• Feb 18, 2025 ⋅ 9AM – 12PM (PST)
  5. Client Con­sul­ta­tion Process – Over­com­ing the Neg­a­tive — How do you make cus­tomers feel bet­ter about what they’ve bought? Learn the 8 com­mand­ments of con­sul­ta­tion and how to help cus­tomers under­stand the val­ue of maintenance.
• Feb 25, 2025 ⋅ 9AM – 12PM (PST)
  6. Mea­sur­ing and Man­ag­ing Ser­vice and Parts — Guides, Mar­gins and Matrix­es. Learn about labour guides, cre­at­ing good esti­mates, improve parts and tire mar­gins using matrix­es. You’ll also learn about mate­ri­als, con­sum­ables and haz­ardous waste disposal.
• Feb 25, 2025 ⋅ 9AM – 12PM (PST)
  7. Cre­at­ing Pro­duc­tiv­i­ty & Effi­cien­cy in Time and Mon­ey- Indus­try is begin­ning to mea­sure the time sold. Learn how to do that and also learn sys­tems to cap­ture the time not sold.
• Mar 18, 2025 ⋅ 9AM – 12PM (PDT)
  8. Get­ting Paid For Test­ing – Throw Out The Mag­ic Wand — Mak­ing Diag­no­sis Tan­gi­ble — You are invest­ing thou­sands of dol­lars a year in tech­ni­cian train­ing and diag­nos­tic equip­ment. Learn how to get paid for your investment.
• Mar 25, 2025 ⋅ 9AM – 12PM (PDT)
  9. Inspec­tions – The Doc­tor is In! — The inspec­tion is the foun­da­tion of all vehi­cle main­te­nance and client deci­sions. Learn how our tech­ni­cians are the doc­tors of the industry.
• Mar 25, 2025 ⋅ 9AM – 12PM (PDT)
  10. Main­te­nance Pro­grams-Plant­i­ng A Crop for the Future! — Learn how to reduce the peaks and val­leys of your business.
• Apr 1, 2025 ⋅ 9AM – 12PM (PDT)
  11. The 400% Rule – The Deferred work cycle. — Learn how to look after your client’s vehi­cles by keep­ing good records and book­ing the next appointment.
• Apr 1, 2025 ⋅ 9AM – 12PM (PDT)
  12. Con­clu­sion – How To Make These Changes Stick! — Learn the order of implementation.