Parts

Do You Have a Goal? “Let’s Talk Production”

Technician Production Let’s imagine you take trip to a destination you have never been. You embark on this journey without any sense of the direction or even a map to show you how to get there. This same type of situation occurs in a large majority of service departments every day. The service staff shows up for work without any goals or narrative of what defines a good day. What is technician production? Technician production… Do You Have a Goal? “Let’s Talk Production”

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The Best of the Best

Do you wonder what it is that sets apart the best dealership service departments from the rest? There are thousands of dealership service departments and tens of thousands of different practices. So, what makes the most successful dealerships, well, “Successful”? Process Successful dealerships have created processes that drive the culture of the entire service department.  This guarantees that the customer will be talked to and handled in the exact same way regardless of who they… The Best of the Best

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Unhappy With Employee Performance?

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?

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Service Advisor Certification Series on M5 Fixed Ops University

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 University

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Obtaining and Retaining Employees – Part 3

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 3

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Obtaining and Retaining Employees – Part 2

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 2

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