Vancouver Live In Person 3 Day SMART Course

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.

The 12 Fun­da­men­tals of Shop Man­age­ment and Ser­vice Advising

1. Intro­duc­tion – What Is Good Cus­tomer Ser­vice and Client Care? Under­stand­ing vehi­cle own­er expec­ta­tions.
2. Man­ag­ing the Paper and Com­mu­ni­ca­tion Flow in a Shop – Learn­ing sys­tems that solve most inter­nal shop com­mu­ni­ca­tion prob­lems.
3. Sched­ul­ing – Cre­at­ing a pro­fes­sion­al prac­tice like a den­tist, engi­neer, or accoun­tant. Learn how to sched­ule to make mon­ey, not just to fill a spot.
4. Dis­patch­ing – Ana­logue and dig­i­tal work­flow. Learn how to gain at least one bill­able hour per day per tech­ni­cian by hav­ing a prop­er work dis­patch­ing sys­tem.
5. Client Con­sul­ta­tion Process – Over­com­ing the neg­a­tive rep­u­ta­tion that auto repair shops have. Learn how to attract clients who val­ue your exper­tise and are will­ing to pay for it.
6. Mea­sur­ing and Man­ag­ing Ser­vice and Parts – Learn the basic key per­for­mance indi­ca­tors need­ed to have a prof­itable shop.
7. Cre­at­ing Pro­duc­tiv­i­ty & Effi­cien­cy in Time and Mon­ey – Under­stand how to mea­sure pro­duc­tiv­i­ty and effi­cien­cy and how to improve them.
8. Get­ting Paid for Test­ing – Throw out the mag­ic wand! Learn how to make test­ing and diag­no­sis tan­gi­ble and get paid for your time and knowl­edge.
9. Inspec­tions – Learn best prac­tices in vehi­cle inspec­tion.
10. Main­te­nance Pro­grams – Plant­i­ng a crop for future busi­ness and learn­ing how to save your clients mon­ey by main­tain­ing their vehi­cle.
11. The 400% Rule – The deferred work cycle.
12. How to afford a ser­vice advi­sor, or pay your advi­sors more. Con­clu­sion – Learn how to make these changes stick!

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.
• Text­books, hand­outs, pens, high­lighters, and a great lunch and refresh­ments will be provided.