To touch a little bit on having different sources for obtaining parts for the customers when the oe part is on backorder. Coming from a small GM store with a PACE program from the manufacturer, I must say that going aftermarket or just buying the part from a supplier other than GM is a little more limited when upper management wants us to focus on the PACE numbers, especially when the PACE requirements became more strict within the last couple years. When Service asks to go aftermarket because it's an emergency situation or the customer is traveling through, I completely understand. But then Service wants to go aftermarket with every car that we don't have a part in stock for. I don't want to say no. But after a while of Service not understanding the details, I have to stop it somewhere.
Thanks for the insight, John! We know that different manufacturer programs can make things tricky. Regardless, having those aftermarket options ready for emergencies/transient customers is essential. And I think there's some balance to shoot for between hitting those numbers / providing the quickest service possible. Might be worthwhile to have a conversation with your GM about the debate..what's more important? Hitting the PACE numbers or your overall CSI? No wrong answers.
To touch a little bit on having different sources for obtaining parts for the customers when the oe part is on backorder. Coming from a small GM store with a PACE program from the manufacturer, I must say that going aftermarket or just buying the part from a supplier other than GM is a little more limited when upper management wants us to focus on the PACE numbers, especially when the PACE requirements became more strict within the last couple years. When Service asks to go aftermarket because it's an emergency situation or the customer is traveling through, I completely understand. But then Service wants to go aftermarket with every car that we don't have a part in stock for. I don't want to say no. But after a while of Service not understanding the details, I have to stop it somewhere.
Thanks for the insight, John! We know that different manufacturer programs can make things tricky. Regardless, having those aftermarket options ready for emergencies/transient customers is essential. And I think there's some balance to shoot for between hitting those numbers / providing the quickest service possible. Might be worthwhile to have a conversation with your GM about the debate..what's more important? Hitting the PACE numbers or your overall CSI? No wrong answers.
@@partshold8536 👍 Thanks. You guys are awesome.