When I was a young manager, and I found myself frustrated with the performance of my team, I quickly blamed those members on my team. If they were not giving me what I expected from them, it must be their fault, right? I continued with that line of reasoning for quite some time. I found myself more and more frustrated with certain (underperforming) employees and when those employees were no longer working for me, I… Unhappy With Employee Performance?Read More Unhappy With Employee Performance?
Are your advisors trained to succeed? I have seen several Advisors in my travels that want to do a good job, but they have not been trained to win in their position. M5 Management Services breaks the Service Advisor process into ten different training points: Prepare for the Guest – Good preparation starts the guest relationship off on a positive note. Initiating Guest Interactions – Steps service advisors should follow with each guest. The Walk… Service Advisor Certification Series on M5 Fixed Ops UniversityRead More Service Advisor Certification Series on M5 Fixed Ops University
This is Part 3 in a three-part article. VII. Employee Satisfaction Surveys (ESI) Employee satisfaction surveys are becoming more common. The surveys are normally set up with questions that are specific to the employee’s department. Surveys may be set up with different scoring systems such as top box scores, a 1-to-5 rating or a 1-to-10 rating, depending on the dealer’s choice. General Factors Specific categories of questions must be set up depending on dealer preference.… Obtaining and Retaining Employees – Part 3Read More Obtaining and Retaining Employees – Part 3
This is Part 2 in a three-part article. Concepts to Improve Communication and Assist in Retaining Employees It is important to utilize available concepts to improve communications. Using proven tools and practices assist in retaining employees: Job Descriptions Job descriptions are vital. Each position in the dealership must have a specific job description. A job description is a detailed list of duties and responsibilities. It is generally an outline of what is and what is… Obtaining and Retaining Employees – Part 2Read More Obtaining and Retaining Employees – Part 2
This is Part 1 in a three-part article. Introduction Selecting the “right” employee is a challenge each employer faces when filling a position. This challenge has become greater in recent years due to lower levels of unemployment. Unemployment levels have a direct effect on the selection processas unemployment rates go down, so do the number of candidates from which to choose. The automotive industry has felt the impact of this changing environment. The industry demands… Obtaining and Retaining Employees – Part 1Read More Obtaining and Retaining Employees – Part 1
During my travels I have seen several stores that still only use “voice calls” as the primary way to communicate with their customers. In this day and age I have found it harder and harder to answer my incoming phone calls. If someone calls and I cannot answer the phone, they may or may not leave a message. I wonder how much business or useful information I have lost because I was unable to answer… Communication is the Key to SuccessRead More Communication is the Key to Success