Showcase: Mark Miller Subaru
STATS: Mark Miller Subaru Location: Salt Lake City, Utah Service Manager: Joel Turner Bays: 24 Staff Size: 25 Average monthly car count: 1,800 Gross Annual Revenue: $12.6 million (projected)
1. Around the Department:
As a customer pulls into the service area, they will see the express service lane sign off to the left, along with the car wash, and the main drive is off to the right. Green and red lights light up so the customer knows which bays are available, notes Joel Turner, the service department manager at Mark Miller Subaru.
One thing that will stand out to customers as they pull into the service department or quick lane is the customers waiting in the lounge with their pets. Mark Miller Subaru is a pet-friendly facility and that includes the service area. Additionally, Mark Miller Subaru adopted a dog named Subu-Bleu. The pup hangs out at the service center and in other areas of the dealership.
Another unique aspect of the service department is the connection between the express service lane and the car wash. After a vehicle gets minor maintenance service done, like an oil change or tires rotated, the car can be driven right into the car wash.
2. Equipment and Technology Updates:
To keep up with the growth in the express service lane area, a Rotary Lift was added within the last year.
“If, say, the customer needs new brakes they can fix that quickly by using the hoist,” says Turner. “We have a dedicated tech that does that service.”
The service department has iPads equipped with Xtime that improve the customer check-in process.
Other additions include a Hunter tread-depth measuring tool and new Rotary lifts. The Hunter tool was set up next to an alignment rack, so they can provide complimentary alignment checks and check tire tread depth.
3. Communicating with Staff:
With a 25-person staff, Turner knows that communication is key and his service department communicates with two programs.
The first is called Conversations, which is an electronic messaging system that he uses to communicate with service advisors while they are at their desks. When technicians want a service advisor to review something after the vehicle inspection is completed, they use ASR Pro.
4. Recycling Initiatives:
Dealerships in the Mark Miller Auto Group are eco-friendly and, according to Turner, the Mark Miller Subaru service department falls in line with that.
Turner notes that there are a number of green initiatives the service department integrated into its operations to limit the amount of waste that goes into the landfill.
All cardboard and used paper from repair order printouts are recycled. Metal and old, unusable parts are also recycled. Oil is picked up by a recycler with which the dealership formed a partnership. The water used in the car wash is reclaimed.