MotoHunt Blog

Why Communication Is the Real Fix for Your Service Department

Written by Jacob Berry | Aug 28, 2025 5:27:27 AM

This throwback episode of the Dealership fiXit Podcast with Kurt Von Ahnen hits hard. If you work in or run a service department, lead a powersports dealership, or just want your team to run smoother, this one is for you.

Kurt went from being a self-taught service writer at a high-volume automotive store to building training programs for Ducati and Suzuki. His secret? Communication. He built his success by learning how to handle customers, work through chaos, and grow trust across every department. Today, he helps powersports dealers level up through better communication, systems, and leadership.

Let’s break it down.

1. The First Fix Is the Counter

Kurt makes it clear: most of your problems start (or get solved) at the service counter.

When customers show up frustrated, confused, or worried, it’s the service advisor who either builds trust or breaks it. Teaching your team to respond calmly, ask the right questions, and solve - not dodge - issues is the foundation for better retention and more revenue.

Kurt’s been in the fire. He learned to defuse customer tension by being present, solution-oriented, and honest. That’s not something you wing - it’s something you train.

2. Culture > Process. But Both Matter.

There’s no shortage of training programs out there focused on spreadsheets and rigid systems. Kurt takes a different approach. He starts with relationships.

Why? Because a dealership without culture won’t hold onto systems. And a dealership without systems can’t scale.

Kurt builds his fixed ops coaching around:

  • Formal communication training

  • Weekly team check-ins

  • Understanding team members' work styles

  • Training that combines emotional intelligence with practical service tools

This isn’t fluff. It’s about helping your people show up, stay focused, and want to grow.

3. No More “Service Is a Necessary Evil”

Too many powersports dealers still treat service like a burden. But in automotive? It’s the profit engine. The rest of the dealership is just the bonus.

The same can happen in powersports - if you build it right.

Kurt reminds us that:

  • The first service visit is your biggest shot at customer retention

  • Most riders will own multiple units over their lifetime (Ducati estimates 8 per buyer)

  • A recall or small repair can turn into big ticket parts and labor - if your team is trained to inspect, recommend, and follow up

If your team treats service like a dead-end department, that’s exactly what it will become.

4. Why Virtual Training Works (And Saves You Money)

One of Kurt’s smartest shifts was moving to virtual training. He built out online programs before COVID hit because he saw the real cost of sending service writers to in-person classes: missed hours at the counter, travel, hotel, food, stress.

His training now runs online with biweekly support calls, full of real-world questions like:

  • What happened when you quoted the wrong price?

  • What’s your plan when a customer declines safety work?

  • How do you follow up when someone ghosts you?

This isn’t theory. It’s live coaching based on actual service tickets.

5. Track the Work. Then Tune It Up.

Kurt uses a system he calls the "heartbeat report." It’s a way to track trends across your shop using KPIs and RO audits.

He looks at month-over-month data and ties it back to what was trained, what was implemented, and what’s working. If something’s working, double down. If not, adjust it. Simple.

Dealers who run this play have added $200K, $300K, even $700K in service revenue year over year. And it’s not just about money - it’s about morale. When techs are productive, and customers are happy, everything improves:

  • Less turnover

  • Lower wait times

  • Better CSI

  • More margin

6. Waiters Kill Profit

Kurt breaks down the biggest unseen cost in many shops: waiters. Unless you’ve got a designated quick-lift setup, scheduling waiters can wreck your flow.

Here’s why:

  • It disrupts the service sales funnel

  • It delays higher-ticket RO flow

  • It forces techs to shift gears constantly

If you want more throughput, more money, and fewer delays, build your funnel right and stick to it.

Final Word: You Don’t Need a Miracle. You Need a Plan.

Kurt says it best: “Leaders who say ‘work harder’ aren’t leading. They’re dreaming.”

You don’t scale service by yelling louder or pushing harder. You scale it by:

  • Training real communication

  • Building team trust and clarity

  • Tracking results

  • Doubling down on what works

Fix the counter. Build the culture. Track the heartbeat. And you’ll turn your service department into a profit center that powers your whole dealership.

Want to pair better service processes with a stronger used bike strategy? Download our free MotoHunt Ultimate Used Inventory Playbook:
https://dealers.motohunt.com/ultimate-used-inventory-playbook

This post is based on a throwback episode of the Dealership fiXit Podcast featuring Kurt Von Ahnen. Be sure to follow the show for more behind-the-scenes stories and proven playbooks from the people who’ve lived it in the powersports industry.