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What separates thriving heavy equipment dealerships from struggling ones? The answer might surprise you. It's not their sales volume or brand lineup—it's how they manage their service departments.
Marine Corps veteran John Dowling transformed an agricultural dealership from $40 million to $139 million in less than five years by focusing on what most dealership owners overlook: the profitability of the service department. In this eye-opening conversation, John reveals how his "Service by the Boxes" methodology breaks down complex service operations into 10 accountable steps that eliminate bottlenecks and dramatically improve efficiency.
The numbers tell a compelling story. A single technician generates approximately $260,000 in gross profit annually—equivalent to millions in equipment sales. Yet service departments remain misunderstood and mismanaged by owners who see them as cost centers rather than profit engines. John and host Ron Slee explore why service departments must transition from reactive to proactive management, why guaranteed pricing beats estimates, and how simply committing to close work orders the same day can transform cash flow.
Perhaps most revealing is what customers truly value. At a recent industry survey, when equipment managers were asked what factors most influenced their dealership choices, price received zero votes. What mattered most? Service capability—having technicians available when equipment breaks down. As product differentiation between equipment brands diminishes, service excellence becomes the true competitive advantage.
Whether you're running a dealership, managing a service department, or working as a technician, this conversation offers practical wisdom to transform your approach. Try implementing just one principle from John's book "Service by the Boxes," and he guarantees you'll see returns that dwarf your $20 investment—or he'll buy the book back himself.

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