One of the challenges we face as Managers in the Automotive business is the lack of training on how to manage people. Most managers have worked hard at learning the business, and many have been promoted from within. With this new responsibility comes the component of leading people. I often see top performers fail at managing because of the lack of training in this category. Leading people and managing the business are not the same.… Blind AcceptanceRead More Blind Acceptance
As a consultant, I am privileged to work with many different clients from many different parts of this great country. Even though the clients and locations are different, it seems there is a certain call to action that happens in nearly all of them. Managers are told they need to “hold their people accountable”. Although it sounds pretty easy, what exactly does that mean? How do you do that? Often, in our zest for achieving… Accountability Begins With “A”Read More Accountability Begins With “A”
We have several financial Key Point Indicators (KPI). We use a DOC throughout the month to determine sales, gross, hours per repair order, and effective labor rates, but what tool do we have to really drill down when we see these KPI off our target? In the old days, the Dealer would tell the service manager to pull one hundred customer pay repair orders per advisor and determine what is going on. Does your service… What is going on in Service? Is it ROSEs?Read More What is going on in Service? Is it ROSEs?
Some examples of effective active deliveries follow to help you choose a method or technique that you can adapt to your needs. Examples Example #1 The service advisor is located in close proximity to the service drive. There is no porter employed, and the advisor conducts the cashiering for the customer. Customer Notification (Step 3) Charges are reviewed with the customer prior to pick-up. Method of payment is verified with the customer along with the… An Effective Active Delivery – Part 3Read More An Effective Active Delivery – Part 3
III. Customer Notification Customer notification is the third step in the process of active delivery. A thorough review of the repairs is presented to the customer via telephone. Charges should include applicable taxes and supplies, the amount to be collected by the cashier, and verification of the method of payment. It is confirmed that the items have been completed as authorized by the customer. Parts on order are discussed. An installation date is discussed with… An Effective Active Delivery – Part 2Read More An Effective Active Delivery – Part 2
For many of us, a visit to the Service Department is a less than “personal” experience. Once waited on at the service desk, our requests and concerns are hurriedly noted by a person behind the desk who, if we are lucky, appears to be listening. Our keys are handed over and a tentative pickup time is determined. If all goes well, upon our return, the work is done, a bill is completed and the car… An Effective Active Delivery – Part 1Read More An Effective Active Delivery – Part 1