Service Marketing

As a technician and then the shop foreman at a local shop, you have seen the shop go through five service managers in the past 31 ⁄2 years. In each and every case the story is the same: “He came to us highly regarded but he just could not get the job done so we are going to have to replace him.” The owner then turns to you and asks, “I would like to see you take over the job here as service manager. Interested?”

You decide

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Based on the information presented earlier, what would you want to see changed before you could feel comfortable taking the job as service manager?

As a service manager you have a top technician who has a great deal of difficulty getting along with the other workers in the department. She is constantly complaining that she is underpaid and that she is “the only one who really produces any work around there and makes the shop any money.” Based on the information provided in the last section

You decide

How might you approach her to improve her attitude?

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