Have you considered that your dedicated service advisor for quick oil changes is generally your least trained employee and spends the most time with your knowledgeable customers. Whose choices and opinions can have a dramatic impact on the bottom line? Now ask yourself how is your customer satisfaction?
Many managers think ‘I would rather hire an inexperienced employee and pay them relatively lower salaries’. They don’t care about what experiences an employee has or not. What they really care about is the cost of the employee, but what is the true cost of that inexperience? All workers require training whether they are experienced or not. There is no guarantee that an inexperienced employee will meet your needs as quickly as skilled labor is demanding for many essential positions. When managers think, ‘if I have to train an experienced employee and pay him a higher salary, why not train an inexperienced employee and pay him a lower salary… since I have to train any employee anyway?’ They are not thinking the process through completely. The cost of training is the same, but the salaries to pay later are different. Will the inexperienced candidate really get you a higher return on your investment in a shorter amount of time?
Customers today are so much more educated then they were a few years ago. With that in mind, consider the power an inexperienced service writer has with customer satisfaction and retention. Why would you put that person in charge of the majority of the customer traffic in the dealership? They have the ability to affect your CSI negatively and cost you more than a more experienced advisor would cost in the end. In a highly competitive environment, it is important for managers to develop and retain their top talent. To tackle this challenge, many managers are moving away from cost reduction and toward building great employee experiences.
Knowledge plays an important role in our lives by helping us to attain success, and position in life. The power of knowledge directs our actions and helps us to identify right and wrong, as well as good and bad. With knowledge, we can overcome our weakness and faults and face dangers and difficulties with courage and confidence. Civilization and culture would be impossible without knowledge. So, knowledge is power.
If a man empties his purse into his head no one can take it away from him. An investment in knowledge always pays the best interest.