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What if everything you thought about running a service department was backward? That's the provocative question at the heart of this eye-opening conversation with John Dowling, author of "Service by the Boxes" and decorated Marine.

The fundamental misconception crippling most equipment dealerships is seeing service as a cost center rather than a profit engine. "Revenue is vanity," John explains, highlighting how dealerships focus on sales while neglecting the departments that truly drive profitability. The transformative insight? A service job isn't complete when the machine is fixed—it's done when the invoice is paid and the money is collected.

This mindset shift cascades through every aspect of service management. From customer segmentation (80% of revenue comes from 20% of customers) to abandoning the misguided "first-in-first-out" approach, John challenges conventional wisdom at every turn. Perhaps most surprising is his revelation about maintenance services—the highest-margin work that dealerships have mysteriously surrendered, with industry studies showing a staggering 95% market share loss.

The technician shortage plaguing the industry isn't what it seems either. "If we would have been training people and had apprenticeship programs 20 years ago, we wouldn't be here right now," John observes, pointing to decades of mismanagement and underinvestment. The solution involves restructuring shops with team-based approaches that leverage senior technicians as mentors while maximizing efficiency.

For service managers transitioning from technical roles to leadership positions, the challenge is shifting from tactical to strategic thinking. Without proper business and leadership training, even the most skilled technicians struggle when promoted to management. As John puts it, "It's a business unit and some of these business units are 20, 30, 40, 50 million dollar, if not 150 million dollar business units."

Ready to transform your service department from a cost center to a profit powerhouse? Email john@servicebytheboxes.com mentioning this podcast for your complimentary copy of "Service by the Boxes" and start the journey toward strategic service management.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.