GAMIFICATION: YOUR HACK TO MAKING HAPPY, PRODUCTIVE EMPLOYEES

GAMIFICATION: YOUR HACK TO MAKING HAPPY, PRODUCTIVE EMPLOYEES

Wouldn’t work be amazing if everyone did their job? Seriously, how many times have you asked your employees to do something only to turn around and realize they didn’t do it, or did it half-assed? That makes me extremely unhappy, and I’m pretty sure you feel the same.

Now, don’t get me wrong. There are lots of great employees—the kind who work hard, take pride in their performance, and act like a committed member of your team. And, we appreciate them. But, even those special types struggle if they’re not in the right environment. So whether we’re talking about service advisors, service managers or service technicians, how do you get people to willingly do their best all the time?

The answer is Gamification, and it’s exactly what it sounds like—using game playing to increase employee productivity and drive results. We’ve been doing this in the car industry for years—using games to motivate our teams. In the 400+ dealerships I’ve turned around, Gamification is still the best way I’ve found to drive momentum and results and get better work out of your workers. We are a competitive species. And the proof is the gaming industry. As of today, it’s worth $200 billion.

The point is if you’re not playing games with your employees, then they’ll just be playing games on their phones, instead of working. And, we all know how frustrating that is. So let’s get into the best ways to use Gamification. First, keep in mind the key to Gamification is anything can be a game. Don’t over-complicate this, or get caught up in too many rules. Get a deck of cards, or some dice—certainly keep things simple to get started. At Chris Collins Inc. we play games every day. Some of our favorite in-office games are dollar poker, baseball, bozo buckets, or anything that involves shooting things.

You can gamify your MVP’s— your most valuable products—you can gamify systems, sales, information gathering, call times—you can gamify almost anything, any system, any customer-facing interaction.

If you aren’t already a Gamification pro, you can get the specifics on how to set up games from this week’s Service Drive Revolution show. And, you can always get my book, Gamificationif you struggle with coming up with ideas. There are hundreds in there and they have instructions. Our guest host on the show this week, Mario Pernillo, talks about choosing games that have the right vibe for your tribe, and how you should pick a game that you think might work well for your group, and the issues they’re struggling with.

As the leader, boss, or manager it’s your job to get Gamification started, and create that energy. Make it exciting and show the guys you have prizes to give them. If you take the time to implement fun games, with rewards, the results will speak for themselves. Your employees will be more upbeat and more productive. We know – from experience.

HOW TO MAKE CSI AND PROFIT SEXY AGAIN

HOW TO MAKE CSI AND PROFIT SEXY AGAIN

This week we’re talking about how to make profit and CSI sexy. Get your mind out of the gutter because it’s not what you think…

One of the things that drives me the craziest is when people are having trouble with their service drive and they tell me they need more traffic, or some fancy gadget to solve their problems with profits or CSI. That is absolutely not the solution and here’s why. What we talk about the most is great execution and how to create momentum, and it seems like people are missing the basics.

Everybody wants their system to be exciting. OK, I get it, but they forget simple things like, answering the phone and greeting customers. People get busy searching for the new software that will save the day, but that won’t fix your business if you don’t have a solid foundation. You must be able to block and tackle first. Finding that next cool thing is meaningless until you do the basics brilliantly. After you’ve mastered the basics, then you can work on expanding and using technology to move yourself forward.

Subtle can be sexy. The basics can be sexy.

When we go into a business we audit the repair orders. Time and again we find that there’s no viable system in place. So while they tell us they need more traffic, what we know to be true is that more traffic will only bring about more of the same problems.

Let’s try something… Can you answer these questions? What happens when the customers drive up to the curb of your service drive? Do they sit there waiting? Does the service advisor come out and greet them at the car? Do customers know where to go? Often we overlook these things and want a magic pill to fix the business when what we really need is a flawless system up front. Here are the fundamentals for a strong front end:

  1.  Answer the phones and make appointments.
  2.  Have a great attitude.
  3.  Greet the customer.
  4.  Check their history.
  5.  Inspect the car while getting their history.
  6.  Offer all this in a way that the customer is comfortable and doesn’t feel pressure.

 

It’s crucial to excel up front so that it’s a nice experience, and your customers feel like you care about them. If you can help your customers avoid surprises, and not push sales down their throat you will become a customer collector. And, isn’t that the point?

You just create a great process. The trick is believing you can do it, and then practicing it over and over until it becomes second nature. And it will. We need to pursue excellence every day, and there are a lot of things to think about. Even when things are moving along you should always be looking ahead and thinking, what can we fix next?

The mother of retention is repetition. If you want to move the ball in a certain direction, get your CSI up and increase customer pay sales. Then get your team together (the service managers, service advisors and service technicians) and start training them! Figure out what you want it to look like, and what it’s going to take to get there. Then train, train, train, and train some more. A great training program where you do it step by step will work. The key to all of it is the basics, so stop thinking you need more traffic until your averages are really high. Traffic isn’t the hard part, and we can help you get traffic.

To recap, execution is most important and more traffic will only make things much worse if you’re not doing things right. You’ll lose your customer’s trust because they don’t feel cared for, or they’re waiting forever, or they don’t get called back. And, it’s your fault because your advisors are writing 20 customers.

No tablet or robot is going to fix this. So to all the service managers and service advisors: slow it down, get out of your office, and watch the customer experience. Break it down step by step. Fix one step, and then fix the next step, and the results will blow you away.

DEALERSHIP GAMIFICATION, NADA 2016 LAS VEGAS

DEALERSHIP GAMIFICATION, NADA 2016 LAS VEGAS

After one of the more memorable NADA Conventions comes to an end, let me briefly recap for those unlucky souls who couldn’t attend this year. We held multiple Dealership Gamification workshops focused on engaging employees to increase morale and productivity.

“Dealership Gamification is a hack that will enable you to quickly become the leader you need to be to move mountains. But this isn’t magic, or any kind of trick. This is a system founded on common sense, and a product of the fundamental human desire for happiness and challenges in life. It already exists all around us.”- Gamification: Playing for Profits

Studies show that 70% of millennials say they would rather be happy at work than earn a lot of money. Adjusting to this new standard using Dealership Gamification motivate teams to perform at their best. Hundreds of dealers from across the nation are now empowered with tools and games to implement in their dealership to motivate their people and see results immediately.

A special thanks to everyone in attendance, see you next NADA. For more training tools, check out our virtual training courses!

TECHNICIAN TRAINING, SHOULD WE TRAIN THE TECHS? NADA 2016

TECHNICIAN TRAINING, SHOULD WE TRAIN THE TECHS? NADA 2016

We’re midway through NADA Las Vegas and I’m losing my voice now. I just completed my third Gamification workshop on how to convert in the service drive. NADA is trying out a new interactive workshop style. No stages or rows of chairs to make the experience more interactive and fun! One important key in my technician training I push is to keep it relevant and knowledgeable. Not some of the idealized version you hear being pushed.

My strategies have been implemented at multiple dealerships and are proven to show results. We recently added a new tech training portion in our Online Program (Collins On Demand) headed by one of the greatest technicians I have had the privilege to know, Gary Daniel. Check out his daily updates and watch it with the sound off for even more entertainment!

In the course, techs learn about the advisors goals and process in the front so they fully understand how important their job is to the dealership overall goal. We then focus on the best practices for technicians, how to properly inspect a car, and time management tools. Learn for yourself and check out our Online Technician Training courses for you dealership today!

WHATS THE COST OF INSTANT INSPECTION? NADA 2016

WHATS THE COST OF INSTANT INSPECTION? NADA 2016

“What happens in Vegas doesn’t always stay here” – the unofficial slogan of NADA 2016. It’s Day 3 of NADA and I just completed another successful Gamification workshop. By now word has gotten around how awesome the workshop is and unfortunately we had to turn people away because it was PACKED. It was fun seeing full grown men turn into little boys. They were having so much fun which only showcases how powerful Gamification really is. It’s the secret weapon for boosting company morale, increasing CSI, and increasing sales (particularly when combined with Instant Inspection) all while having a blast.

One thing I always recommend Service Managers do is start implementing Instant Inspections on the service drive. Think of how inefficient the standard service department operates. They write the customer up, dispatch the work, and then the tech is pulling the car and out all day. Instead I propose putting lifts right on the Service Drive. Most of the time customers have never even seen the underside of their car. It’s a game changer being able to instantly inspect the car while clearly communicate the issues with the customer. In every instance of implementation CSI is increased and sales are at least doubled.

I was lucky to have the opportunity to discuss this Instant Inspection with Jim Dirksen, Rotary Lift Vice President of Sales and Marketing. There are multiple Rotary Lifts to choose from but one of their more impressive lifts that goes up and down in 40 seconds flat, will run your dealership an average investment of $6,000/month. The minimum increase after implementing Instant Inspections is $100,000 including parts. So that’s $72,000/year investment for at least a $1,000,000/year in sales EASY. It’s easy money, guys. Drop by NADA and see for yourself! Get there early, Gamification is a hot ticket item. If you’re not in the area, check out our Virtual Training Courses and bring the magic to your dealership today!