This is Part 1 in a two-part article. Throughout each year I am in numerous dealerships, and the one topic that always comes up is the shortage of qualified job candidates. This shortage encompasses every position in every department to include technicians, service consultants, parts employees and warranty administrators. Let’s think about this for a few minutes; we are discussing an industry that 20 to 25 years ago had an abundance of candidates to choose… Why Would I Work For You – Part 1Read More Why Would I Work For You – Part 1
I travel a lot. In my travels across this great country of ours I see themes developing. When I first walk into a service department I wait by the front door. I do this to see how long it takes for someone to acknowledge my existence. Sounds funny, right? Should be the easiest part, right? You would be amazed at how long it takes just to be recognized! I have witnessed customers stand and wait… Do Our Customers Exist in The Service Department?Read More Do Our Customers Exist in The Service Department?
How is your CSI? Is it something that you talk to your staff about daily? Is CSI built in to your pay plan not only as a bonus for hitting it but a consequence for missing it? What steps are you taking to ensure that you do everything that you can as a manager to prevent that one bad survey that you could have saved? A lot of service departments that I visit say that… Are You in Control of your CSI?Read More Are You in Control of your CSI?
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?