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We had strong sales, we couldn’t get enough equipment, we had weather, we had fuel prices that only the Europeans understand, healthcare costs that were almost incredible, nowhere to find skilled people, tell me about that shortage of skilled mechanics, and we all made money. Imagine that.

It sounds like that old television show “that was the week that was” they would review the week politically and from a humorous perspective. It was a great show and we have just completed a great year. Can it keep on going? Who knows? But it shouldn’t matter should it?

We have terrific opportunities in parts and service irrespective of the market activity. Our market share leaves us plenty of room to grow and increase sales and profits. Technology provides wonderful cost saving tools. And the younger people that we can attract to our Industry have much better skills than we had when we arrived on the scene.

I want to bring you back to the three handbooks that the AED offers you for Product Support.

1. The Product Support Handbook which covers job descriptions for everyone in parts, service and product support sales. It also includes job performance standards and pre requisites.
2. The Product Support Opportunities Handbook which provides a model to determine market opportunities and the ability then to calculate your share of that market.
3. The Product Support Best Practices Handbook which as the name implies reviews operational aspects of Parts and Service and Product Support Sales and offers suggestions regarding best practices at some of the best of the best in our Industry.

Have you got your copy? If not don’t you think it is time to get one? They are quite inexpensive and what they will generate in cost savings or sales increases far outweighs their cost. For those of you that do now is a good time of year to do a review.

• How are the performance standards that we are using working for us?
• Are they being achieved or not?
• Are they too easy or too stringent?

Have a look at how well you are penetrating the parts market, the service market, the maintenance market.

• What can you do to drive the business further?
• Where are you experiencing heavy competition?
• Why is that?

How can you combat it and overcome the weakness?

How about your operational processes? Are they finely tuned NASCAR machines that are effective and efficient that reflect the needs and wants of your customers and your employees?

• Do you still have paper files?
• Are you scanning labor and parts orders?
• Do you use signature pads?
• What about voice recognition?

Most of you are used to me pointing out to you that you get what you deserve or what you earn. This market over the past few years has been what all of you have worked hard for over the years. You deserve the results. But don’t break your arms patting yourselves on the back. Next year and the ensuing years promise to be wonderful opportunities. It will be those of us who are prepared for it that will reap the rewards won’t it? Those are the dealerships who are constantly trying to improve. Improve through training and personnel development; improve through systems and technology and those who have planned for specific sales activities with specific products, services and customers.

This is a great Industry which touches everyone’s life in America. Electricity, roads, water, food, everything, it requires that we work diligently to improve the cost effectiveness of what we do for our customers so that their costs stay under control and the consumers in America benefit. Then the economy keeps on growing and our businesses benefit from their largesse. Isn’t it wonderful?

To all of you I say congratulations on a wonderful year and wish you a terrific holiday season with your friends and family. Take a deep breath and reflect on the year past and get ready for the year ahead. It promises to be another surprise for all of us. Be prepared is a terrific motto. Are you?