Service

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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Obtaining and Retaining Employees – Part 1

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 process—as 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 1

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Communication is the Key to Success

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 Success

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The Multi-Point Inspection: Why Is It Such An Issue?

In traveling all over the country I hear more negative comments about the Multi-Point Inspection (MPI) than anything else. Service Advisors don’t trust the technicians are doing them properly, technicians complain that they don’t “get paid” for them and if they do them the service advisors “won’t sell off them anyway.” The MPI is a great way to build a trusting relationship with the customer if they are presented properly and not used as strictly… The Multi-Point Inspection: Why Is It Such An Issue?

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What is your Quality Process?

When I ask Service Managers what their quality process is they look at me like I have two heads. After gathering their thoughts, they say, “All rechecks go through the Service Manager.”  Well this is too late. Fix it right scores are not just the Technician’s responsibility.  It starts with the appointment and continues through the follow-up process. What is our process before the vehicle comes back? During the appointment process when discussing the primary… What is your Quality Process?

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