Are You a Second Half Service Manager

A dealership’s service lane is very much like a football game - as there are two halves involved when it comes to the customer's experience.

In the first half, however, it is quite common for the coach - the service manager - to be in his office. And let’s face it, that’s not the place to be! The coach needs to be on the field.

Being in the office makes it impossible for the service manager to gauge how the service advisors are handling their customer's experience.