Posts by
Jase
Being Professional
When looking at the definition of professional you can note several different thoughts. The one that captures me is “participating for gain or livelihood in an activity or field of endeavor often engaged in by amateurs. Being a professional has some foundational core beliefs that differentiate them. The first one is the attitude towards clients…
Your Problem Service Advisor
Recently I visited a dealership and talked with one of their service advisors. When we started talking about maintenance sales, I was shocked when he said he doesn’t sell tires. I spent about one-half hour trying to understand why anyone would refuse to sell tires. It turns out he was concerned his bonus would be…
Customer for Life
Most dealerships have said they desire customers for life. The fact is, as the warranty expires, customer retention falters. Your customers must feel treasured and have a positive experience they can depend on when getting their vehicle serviced at your dealership. I recently went to our small local bank and found the ATM was out…
The Lost Parts Department
Thinking about this newsletter, the words of Rodney Dangerfield come to mind “I get no respect.” Imagine trying to track down every part a technician asks for while answering the phones. As if that wasn’t enough, try placing an order, dealing with vendors, pulling items to go back to the manufacturer, aged inventory, and the…
Wasting Time
The most precious thing that we all have is our time. It fascinates me that we all have equal amounts yet use it so differently. Take smoking as an example. We all understand it’s not healthy however imagine the amount of wasted time is taken for smoke breaks. Scanning social media or playing games are…
The Successful Advisor
I have met thousands of service advisors over many years of coaching in automotive dealerships. It has been a privilege to work with these individuals and be able to see growth in their job satisfaction and income. Today we’re going to look at some common characteristics of a successful service advisor. The first characteristic is…
Asking the Right Questions
No matter what business you’re in asking the right questions makes a huge difference in results. The most important questions seldom get asked or even considered when evaluating a product, individual, or company. One question that I particularly like to ask is; “what makes you different?”. The truth is this should be every salesperson’s presentation…
Coaching For Improvement
What if employees were given a satisfaction survey every time a member of management coached them for improvement? Fixed right, the first visit might take on a whole new meaning. The way that management interacts with the staff is critical towards the dealership achieving strong, consistent customer satisfaction scores. Managers should expect team members treat…
Outbound Calls
It’s that time of year when many dealerships struggle to keep repair order count high. My favorite way to build repair order counts is to perform outbound calls with open safety campaigns. If this is a daily exercise repair order growth never seems to be a struggle and customer retention is never a concern. During…
Feeding Your People
Zig Ziglar, the nationally acclaimed motivational speaker, and author had many sayings that inspired me. I had the privilege to meet Zig several times before his death, and he was always sharing information that shaped the individual I am today. One of his sayings I want to share with you is relative in these challenging…