Blog

Paying a spiff for declined services?! Say what?!

Just when you thought you heard it all, some supposed fixed ops guru asks you to pay your advisors a spiff for services that are declined! Well, that guy is me, and yes everyone, you heard right. Before you hit your delete, button, or report me to the men with the white coats, at least […]

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Are you still calling it an MPI? If so, why?

The acronym MPI, otherwise known as multi-point inspection, has been around longer than most of us have been in the business. It is one of the many automotive terms that we have come to use as a standard and acceptable language. We all know that words are important, right? Would any of you argue that […]

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Webinar on Cross Training

“Click here if you would like to attend” To characterize 2020 as an Indy race, it would be fraught with rain, mechanical breakdowns and crashes, and the winner was perhaps not the swiftest, but the most resilient. Welcome to 2021 as we approach a full year’s lap with a pandemic. Our world has been turned […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 they […]

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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 customers […]

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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 […]

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