Table of Contents

• Executing Excellence: Launching a Winning Service …

  • The Big Picture: Progress as the Theme for 2025

  • Phase 1: The First 30 Days – Foundation Building

  • Phase 2: Days 31-60 – Consistency and Reinforcemen …

  • Phase 3: Days 61-90 – Acceleration and Optimizatio …

    • The 10 Activities That Drive Maximum ROI

    • Accountability is the Glue That Holds it All Toget …

    • Final Thoughts: Progress, Not Perfection

• About the Author

Executing Excellence: Launching a Winning Service Department Strategy in the First 90 Days

As we step into 2025, the service department’s role in dealership profitability and customer loyalty has never been more critical. Yet, far too often, dealership leaders are caught in the "whirlwind"—that relentless cycle of reactive tasks and firefighting—that leaves little time for strategic execution.

The year ahead holds tremendous potential, but potential doesn’t deliver results—execution does. Drawing on principles from The 4 Disciplines of Execution (4DX) by Chris McChesney, Sean Covey, and Jim Huling, this article outlines a 90-Day Launch Plan to align your team, drive accountability, and ensure sustained progress throughout 2025.

Let’s break it down into actionable steps, with a focus on lead measures, accountability rhythms, and a culture of visible progress.

The Big Picture: Progress as the Theme for 2025

The theme for 2025 is "Progress Over Perfection." We’re not aiming to fix every issue in one month. Instead, we’re building momentum through consistent execution of high-impact activities.

To make measurable progress:

• Focus on Lead Measures: Identify the controllable activities that predict success.

• Create Accountability Rhythms: Build habits through weekly WIG sessions and daily stand-ups.

• Celebrate Visible Wins: Track and recognize small wins on public scoreboards.

This isn’t about quick fixes—it’s about building a repeatable system for sustainable growth.

Phase 1: The First 30 Days – Foundation Building

Objective: Build clarity, set expectations, and launch key activities.

The first 30 days are all about alignment and preparation. Your team needs to understand what success looks like, how it will be measured, and what role they play in achieving it.

1. Set Your Wildly Important Goals (WIGs)

Start with one or two WIGs that will have the greatest impact on your department. Examples:

• Increase customer-pay revenue by 10%.

• Improve technician productivity to 85%.

Pro Tip: Goals should be specific, measurable, and time-bound.

2. Identify Lead Measures for Each Goal

Break each WIG into actionable lead measures. Examples:

• 100% walk-around inspections on every vehicle.

• Daily technician huddles to set priorities.

3. Establish Accountability Rhythms

• Daily Stand-Up Meetings: Quick 5-10 minute huddles every morning to align the team.

• Weekly WIG Meetings: Focused sessions to review progress on lead measures.

4. Launch the Scoreboard

• Create real-time, visual scoreboards to track lead measures.

• Make them accessible to everyone on the team.

5. Communicate the Vision

Hold a launch meeting to share the goals, explain lead measures, and emphasize the importance of consistent execution.

Key Takeaway for Month 1:
Success begins with clarity, alignment, and consistent communication.

Phase 2: Days 31-60 – Consistency and Reinforcement

Objective: Build habits and reinforce accountability.

Now that the foundation is set, reinforcement is critical. Inconsistent follow-through is where most plans fall apart.

6. Maintain the Accountability Rhythm

• Daily Huddles: Continue morning stand-ups to prioritize daily tasks.

• Weekly WIG Meetings: Focus on execution, celebrate wins, and remove roadblocks.

7. Measure and Adjust

• Track progress on your lead measures weekly.

• Identify patterns: Are advisors completing 100% walk-arounds? Are technicians hitting daily productivity goals?

8. Introduce Emotional Deposits

Emotional deposits aren’t just about numbers—they’re about building trust. Examples:

• Follow up personally on deferred services.

• Send thank-you notes to repeat customers.

• Celebrate technician milestones publicly.

9. Address Resistance and Celebrate Early Wins

Not everyone will adopt the new rhythms immediately.

• Address resistance with empathy and coaching.

• Publicly celebrate team members who excel at executing lead measures.

Key Takeaway for Month 2:
Habits are built through repetition, reinforcement, and recognition.

Phase 3: Days 61-90 – Acceleration and Optimization

Objective: Drive momentum, optimize workflows, and solidify habits.

By now, accountability rhythms should feel like second nature. This phase focuses on fine-tuning processes and scaling successes.

10. Optimize Workflows

• Are processes efficient?

• Are there bottlenecks in communication or execution?

Address gaps swiftly and ensure everyone understands their role in the system.

11. Focus on Technician Training

• Schedule monthly training hours for technicians.

• Invest in tools and resources that improve efficiency.

12. Refine Lead Measures

• Are your lead measures still predictive of success?

• Adjust them based on data and team feedback.

13. Celebrate Major Milestones

• Plan a 90-Day Celebration Meeting.

• Recognize top performers and share lessons learned.

14. Look Ahead to the Next 90 Days

Evaluate what worked, identify areas for improvement, and set new 90-day priorities.

Key Takeaway for Month 3:
Momentum is built on optimization, consistency, and visible results.

The 10 Activities That Drive Maximum ROI

1. Walk-Around Inspections (100% Execution Rate)

2. Technician Morning Huddles (Daily Attendance)

3. Multi-Point Inspections (100% Completed on ROs)

4. Follow-Up on Deferred Services (Weekly Call Targets)

5. First-Time Fix Focus (Monitor Daily Diagnostic Accuracy)

6. Active Delivery by Advisors (100% Participation)

7. Service-to-Sales Handoff (Weekly Referral Goals)

8. Parts Availability Planning (Weekly Inventory Forecast)

9. Technician Training Hours (Monthly Goals per Technician)

10. Weekly Accountability Meetings (100% Attendance by Leaders)

When executed consistently, these 10 activities are the bedrock of long-term service department success.

Accountability is the Glue That Holds it All Together

No execution strategy succeeds without accountability.

• Follow Up Regularly: Don’t assume; verify.

• Coach Through Challenges: Address obstacles without blame.

• Celebrate Wins: Public recognition builds momentum.

The rhythm of weekly accountability meetings and daily huddles must become non-negotiables.

Final Thoughts: Progress, Not Perfection

The next 90 days are your opportunity to set the tone for 2025.

Progress doesn’t require perfection—it requires consistent execution of the right activities.

Start small. Stay focused. Celebrate every win.

And remember: Success isn’t a destination—it’s a rhythm.

About the Author

John Fairchild is a seasoned Fixed Operations Coach with over two decades of experience in automotive service management. His passion lies in helping dealerships maximize their service potential through proven execution strategies and leadership development.