On today's episode of Connected, Greg talks with Lee Harkins, president and CEO of M5 Management Services, about the common issues he is seeing impacting dealerships' service operations and what advice he gives to help improve their processes.
When it comes down to implementing those improvements in the service drive, there are often two different paths taken - investing in the process or investing in technology and tools. In regards to which he has seen drive more success, Lee shared:
"Both have had a big impact. Technology in our business right now has been just over the top from a benefits standpoint to the stores... but they are not going to be as effective without the formal processes to support it."
