Used Car Manager Headache: Waiting for Reconditioning

Pain Point: Inefficient Reconditioning Processes

Used Car Manager Headache

Resolution: Implement Procedures and Incentives for Timely Reconditioning

Why do some dealerships ignore their dealers’ investments? It happens every day on used-car lots all across the country where trade-ins sit and sit, waiting to be reconditioned. The used-car manager—who needs those vehicles ready for retail because he’s desperate for inventory—just can’t seem to get anyone’s attention. What’s the solution? You’ll find a few in this video.

For more information, download our Streamlining Reconditioning Processes PDF.

Mismanaging Workflow Hurts Bottom Line

Pain Point: Assigning service jobs to the wrong techs

Service Department

Resolution: Variable labor rates

To the average consumer, one service tech is the same as another. Savvy service managers know better and utilize personnel to productively manage a workflow that requires different talent and skill levels. The failure to properly assign techs to work matching their skills increases costs and reduces profits. The challenge for service managers is similar to one facing coaches of sports teams: putting the right players on the field and in the right positions to succeed.

For more information, download our Increasing Service Profitability PDF.

Time Wasters That Kill Service Profits

Pain Point: Inefficient Parts and Service Processes

Time Wasters That Kill Service Profits

Resolution: Streamline Processes to Save Time and Money

Do you put the ketchup on a burger before you cook it? Of course not. There’s a sequence to preparing the burger and adding the fixings. Service and parts departments have their own sequence but some are out of whack. And when that happens it eats into the store’s profitability. In this video, we’ll show you how improve productivity and profits with advice on how to ensure you’re structured for success.

For more information, download our Structure Parts Dept for Success PDF.

Poor Parts Profits? Here’s the Fix.

Pain Point: Special Order Parts and Obsolescence

Poor Parts Profits? Here’s the Fix.

Resolution: Establish process for Special Order Parts

You can’t rack up profits in service without parts. But too many dealerships have too many parts that are obsolete and quickly declining in value, if not almost worthless. So the profits you pocket in service are lost to the hole in your pocket in parts. What to do? This video shows how to sew up that hole to ensure that your pocket for parts is profitable.

For more information, download our Special Order Parts and Obsolescence PDF.

Pay For Performance Service

Pain Point: Subpar Service Department Performance

Resolution: Pay for Performance

Are you meeting or beating NADA financial performance guidelines? If not, why not, and what can you do about it? Every department has its challenges. In service, for example, maybe the marketing isn’t bringing in enough customers. Maybe there are delays at the parts counter. Or maybe the techs aren’t sufficiently motivated to hustle. Just as financial incentives can pick up a salesman’s pace on the showroom floor, pay for performance can incentivize the service department.

For more information, download our Pay for Performance PDF.

Eliminate Obsolete Parts

Pain Point: Obsolete Parts

Resolution: Sell Them Today!

The parts you have in inventory should be as fresh as the fruits and vegetables in the supermarket produce section. Produce managers quickly discount produce past its prime, get some cash, and restock with fresh products. As the video shows, dealerships should use the same strategy: monitor what you have in stock and sell off parts that are losing value on their way to becoming worthless.

For more information, download our Eliminating Obsolete Parts PDF.

ROs and Cash Flow

Pain Point: Poor Cash Flow

Resolution: Closing Out ROs and Online Invoicing

It’s getting to be the end of the month and you have all of these open Repair Orders. That situation is delaying billing and slowing cash flow. Do you know why? There are quite a few pain points where sludge has built up in your internal processes. They are creating financial inefficiencies that cost money. In this video, experts will identify the key pain points and how to fix them.

For more information, download our ROs and Cash Flow PDF.

Obsolete Parts

Pain Point: Obsolete Parts

Resolution: Keep Parts “Fresh”

The sophisticated palate appreciates the flavors and aroma of a finely aged wine. The longer the wine bottle sits on the shelf, the better the taste, and the higher the value. Not so with automobile and truck parts. Age adds dust to parts on the rack and red ink to your balance sheet — two ingredients sure to put a bitter taste in your mouth. When it comes to parts, they should be more like vegetables — fresh. And in the video you’ll see how to keep them that way.

For more information, download our Obsolete Parts PDF.

Service Free Inspections

Pain Point: The Need to Build Service Revenue

Resolution: Offer Free Inspections

When people go to the doctor’s office, they get a free inspection. No matter what the ailment, their blood pressure and pulse are checked. And sometimes those checkups discover other ailments, leading to further tests, diagnoses and remedies. Everything is meant to lead to better health outcomes. At the same time, the necessary additional work increases the doctor’s revenue. As you’ll see in the video, the same process, applied to your service lane, could be just the miracle cure you’re looking for to increase revenues and customer satisfaction.

For more information, download our Service Free Inspections PDF.

Dirty Cores

Pain Point: Lost Revenue

Resolution: Active Management

Many a ship has been lost in the Bermuda Triangle or so the legend goes. Many a captain has been wary of entering those waters. Are you navigating a safe course and protecting the valuable cargo in your parts department? In this video we’ll discuss an area where three out of four dealers lose money. See how and what steps you can take to stop it.

For more information, download our Parts Management Cores PDF.

Discounting Labor/Pay Plans

Pain Point: Discounting Labor/Pay Plans

Magic of Disappearing Profits

Resolution: Analyzing and Auditing Repair Orders

Magic acts are for the circus—not your dealership. Everyone knows they’re not cutting a woman in half but you wonder, “How did they do that?” It’s the same when a magician makes things disappear. The question is, do you have magicians working for you? Do they make profits “disappear” in the service department? In this video, you’ll learn how to find out and what you can do about it.

For more information, download our Improving Service Profitability PDF.

Inventory Integrity

Pain Point: The Part Isn’t Where It’s Supposed to Be

Hide and Seek

Resolution: Inventory Integrity

Hide and seek is fun when you’re a kid. But it’s no fun and a costly “game” when a part you need is “hiding.” For whatever reason, it’s not where it’s supposed to be and you’re wasting time (read money) looking for it. With thousands of parts and hundreds of thousands or millions of dollars worth of parts in inventory, the inability to find what you need promptly is a sign of a system breakdown. In the video you’ll learn what you can do about it.

For more information, download our Parts Inventory Management PDF.

Competitive Service Pricing

Pain Point: Perception of Service Pricing

Resolution: Publicize Competitive Pricing

The average consumer thinks dealership services cost the most. That’s the perception. Is it accurate? In most cases, it isn’t. But what are you going to do about it? The longer you do nothing, the more it costs you. You’re competitive in a variety of services but there’s no reward for keeping it a secret from customers and potential customers. In this video, you’ll learn how to take some steps to improve service sales.

For more information, download our Service Competitive Pricing PDF.

Parts Dept Financial Performance

Pain Point: Poor Parts Department Financial Performance

Man on wire

Resolution: Active Management

Running a parts department is a lot like performing a high wire act. It’s all about balance. A slip-up on the high wire can be deadly. Slipping up in parts will kill your profits. In this video, we’ll look at how to keep your balance — having enough of the right parts to meet consumer demand while avoiding overstock issues that can crimp cash flow.

For more information, download our Parts Active Management PDF

Service Department Performance

Pain Point: Poor Service Department Performance

Process Makes Perfect

Resolution: Process Boosts Profitability

It’s true that “practice makes perfect.” It’s also true that it takes good people to turn a profit. But even the best people will deliver spotty results unless they’re following a well-defined process. So, ultimately, process makes perfect. That’s true no matter what part of the dealership you’re evaluating. In this video, we’ll look at the keys to success in the service department — from process to measuring success. And as you’ll see, getting the process off to a good start is critical to reaching a profitable ending.

For more information, download our Service Department Process PDF.

Increasing Service Sales

Pain Point: Underperforming Service Advisors

Super Size It

Resolution: Make Orders, Don’t Just Take Them

While it may seem like success depends on having all the answers, a lot of times success really depends on asking the right questions. Nowhere is that more crucial than with service advisors. They can have a huge impact on the bottom line if they’re trained to up-sell. After all, even the fast food order taker who writes down “burger, fries, and a Coke” asks if you’d like to super-size it. You need that same mentality at work in the service lane.

For more information, download our Increasing Service Sales PDF.

Pain Points Highlights

Pain Point Highlights

Pain Points Highlights

What “pain” are you feeling?

What “pain” are you feeling— how to grow the business, reduce expenses, ensure compliance with the many legal and regulatory requirements?

These and many other critical topics are addressed in the Dealer Pain Points series from NADA University—all at no charge. Short video vignettes and a meeting guide provide the foundation for a productive 30-minute meeting with your dealership staff.

Straight-to-the-point videos instruct you on what to do to address the issues and opportunities facing your dealership. For more training resources, click on the PDF unique to each pain point for a listing of what is available at NADA University and where to find it.

NADA University offers a broad selection of resources to support you. Visit:

Skills + Accountability = Results
NADA U: We build champions!

Used Vehicle Marketing

Pain Point: Online Expectations Rising

Resolution: More Pictures, Better Descriptions, Video

The market changes fast. If you’re posting just a picture or two of each vehicle on the used-car lot, then the market has passed you by. The leading dealers are showing their inventory from every conceivable angle. They’re also paying more attention to the written description. The video demonstrates where the market is going and how some dealers are staying ahead of the pack.

For more information, download our Used Vehicle Marketing PDF.


Pain Point: Family Leave Is For More Than Childbirth

Resolution: Understand the Family Medical Leave Act

If you thought the Family Medical Leave Act is just for employees who are going to have a baby, think again. The federal regulation applies to a wide range of medical situations your employees may be facing. But not all businesses or employees qualify for benefits. How is your dealership affected? NADA University has a course on the subject and this video briefly covers your responsibilities.

For more information, download our FMLA PDF.

Service All Makes/Models

Pain Point: Boosting Service Profitability

Resolution: Service All Makes and Models

You service the vehicles you sell. Everybody gets that. But you have the best trained service technicians in town. They can fix anything. Why not let them? Not only will they enjoy the challenge, it will keep them motivated and productive. And the potential addition to the bottom line could be huge, increasing not only service revenue but parts revenue as well. The video showcases a dealership that utilizes its service techs talent to the max.

For more information, download our Service All Makes/Models PDF.


Pain Point: Insider Crime: How to Handcuff a Crook


Resolution: Internal Audits and Reconciling Accounts

Trust but verify. It’s a Russian proverb made famous by President Ronald Reagan who used it frequently when discussing U.S. relations with Russia. A “trust but verify” policy with employees at your dealership may save you a lot of money and headaches when it comes to a uniquely American phrase: The Five Finger Discount. Act now before the police string up the yellow crime scene tape at your store.

For more information, download our Theft PDF.

Defending Online Reputation

Pain Point: Online Gossip About Your Store Getting Ugly?

Defending Online Reputation

Resolution: Actively Defend Your Reputation Online

What’s the old saying about publicity? Even bad publicity is good, as long as you spell my name right. That may be true for the bad boys and girls of Hollywood fame and misfortune but that’s not the kind of reputation that bodes well for long-term success in the car business. As the video demonstrates, with today’s communication tools available to any disgruntled consumer, it’s important to defend your reputation online.

For more information, download our Online Reputation PDF.

Velocity Management

Pain Point: Are You Measuring the Right Metric for Success?

Velocity Management

Resolution: Focus on Speeding Cash Flow

Everyone wants to grow their business and increase profitability. But are you managing the right metrics to achieve success? You may need to re-think your financial targets in a way that revs up your bottom line. Everyone knows cash is King. But while the King may like to count his cash, turning it over and over — as the video discusses — is what leads to royal profits.

For more information, download our Velocity PDF.

Online Listening Tools

Pain Point: Customers are talking. Are you in the conversation?

Resolution: Online Listening Tools

How long would you stay in business if you disconnected your phones? Stupid question, right? You wouldn’t even consider it. But are you disconnected from a vast majority of current and potential customers in a new and different way? Are you clued into the “chatter” about your store that’s there for anyone with an Internet connection to see? The video shows some easy ways to join the conversation and gather critical information with online listening tools.

For more information, download our Online Listening Tools PDF.

Market Days’ Supply

Pain Point: Are the Profit Police Looking for You?

Resolution: Market Days’ Supply

What goes up must come down. You can’t repeal the law of gravity. The same is true for the “laws” of business. One of the most critical is supply and demand. If you want to get in trouble with the profit police, go ahead and flout the laws of supply and demand. It’s a sure way to handcuff your cash flow and financial success, especially when it comes to stocking used vehicles. The video tells how to enforce the law at your store.

For more information, download our Market Days’ Supply PDF.

Parts Turn

Pain Point: Slow Parts Turn — Missing the Passion?

Resolution: Faster Parts Turn

Nobody gets into the car business for the love of parts. Let’s face it. The passion that dealers and employees have for cars — whether selling or fixing them — doesn’t extend to the parts department. But if nobody pays attention to what’s happening in parts, the dealership’s bottom line will need fixing. To ensure your love affair with the business is a profitable one, you’ll have to romance your parts department. The video includes some “dating tips” to do just that.

For more information, download our Parts Turn PDF.

Service Advisors

Pain Point: Salesmanship in the Service Lane

Resolution: Service Writers

Your hot-shot salesmen might parade around the showroom in starched shirts with French cuffs. But your biggest-grossing employee might be on the job long before the showroom doors open.

High-performance service advisors keep everyone in the store busy. Unfortunately, far too many employees in the service lane are masters of the profit-killing “one-line repair order.”

Before you fix another vehicle, fix that problem. And in the video right below, you’ll see how.

For more information, download our Service Advisors PDF.

In Demand Vehicles

Pain Point: How to Stock Used Vehicles Customers Want

Resolution: Stocking In-Demand Vehicles

Chances are you have someone on staff who fancies himself a used car expert. He’s been a valued employee. He’s been around forever. And, at the drop of a hat or before you can get out your Blackberry, he can tell you the price of a 2002 vehicle with 120,000 miles on it. You know who we’re talking about.

But there’s a problem: Nobody can know it all anymore. The digital revolution has changed how the game is played. Ignore the new rules at your own peril.

As the video below shows, there’s a new way to know and stock the vehicles that your customers want.

For more information, download our In-Demand Vehicles PDF.

Internet Response Time

Pain Point: Boosting Online Success

Resolution: Internet Lead Response Time

Your store managers and employees know how to handle “ups” on the lot. They’ve been doing it for years. There’s a system. And if it didn’t work you’d be out of business by now.

But what about the “ups” who visit your virtual store on the Internet? Are you happy with your online performance? More importantly, are you setting and measuring the proper benchmarks? Are you asking the right questions about your Internet ups and how your staff handles them?

For more information, download our Internet Response Time PDF.

Used Vehicle Turn

Pain Point: ROI: Really Old Inventory or Return On Investment?

Resolution: Used Vehicle Inventory Turn

What does a dealership have in common with the produce section of a supermarket? Both want only fresh inventory.

Brown lettuce and mushy tomatoes are money losers. It’s the same with old inventory on your used car lot. The longer the vehicle sits, the more likely you’ll have to heavily discount it — just to get rid of it.

In the video you’ll learn about how to improve the pace of the “turn” of your used inventory and your return on investment at the same time.

For more information, download our Used Vehicle Turn PDF.