Tag Archives: Service Department Training

A Prisoner in your own mind?

HOW MINDSET DRIVES BUSINESS PERFORMANCE ON THE SERVICE DRIVE

Let me take you on a quick trip back to my band days. For those of you not familiar with “band” thinking, it’s very much like being in a gang. You must stick together, and everything is for the good of the band. So one day we’re practicing and Ian Astbury comes in and asks if there’s a drummer who wants to try out for The Cult. Well, I was the only drummer in the room so it was totally awkward. But because I was completely committed to that, “we must stick together,” band mindset I passed on the opportunity. My mistake.

But, back to mindset and being a prisoner of your own mind… Almost without fail, when we meet with new clients, whether they’re service advisors, service managers, or owners they’re stuck in an old way of thinking, often the result of bad experiences, or feelings not facts. That is no way to run a business, and I don’t want you missing out on your chance at being the drummer for The Cult. You create your own destiny. No, I haven’t just returned from Burning Man. This is real. Your mindset affects everything you do from dealing with problems to how you feel about yourself. So you have to have a mindset that is positive and informed to make smart decisions.

IF I HAD A DIME FOR EVERY TIME I ASKED A CLIENT TO RETHINK THEIR PRICING AND THEY SAID NO WITHOUT DOING ANY RESEARCH ON PRICES IN THE CURRENT ECONOMY I’D BE A BAZILLIONAIRE.

Tip 1. Do your research on current prices and see where you’re off. It’s lazy not to look at data and make assumptions about what people will or won’t spend.

Next, tip 2. Try new things and be open to new ideas. I promise that if you open your mind your brain won’t fall out.

I remember when I was always out in stores I constantly saw new things that were going on. But once I was stuck in my own shop I stopped seeing all those fresh ideas, and started to fall into the trap of creating my own ideas of what would work, or what wouldn’t. You must leave your own territory and see what other people are up to.

Tip 3. Train your employees about financials and profits. How to understand them and make pricing decisions that will help your shop make money.

It’s outdated, but we still think of technicians as grease monkeys, or somehow not skilled laborers. But with today’s technology these guys are mechanics, electricians, and in some cases almost engineers. You can’t do business without them, or their service advisors, so they all MUST learn about their numbers and financial statements too. The fact that service managers are not trained on financials is a joke.

I HAVE TO GO WALK THE DOGS BUT HERE’S YOUR QUICK RECAP ON HOW TO RESET YOUR MINDSET:

  •  Base decisions on facts over feelings.
  • Do your research and get the correct data.
  • Get outside your market and see what other business are doing.
  • Get a coach to help because we see what’s out there.
  • Get in a coaching group so you can be exposed to lots of different things and people.
  • Open your mind to new strategies and opportunities.

OK, GET TO WORK ON OPENING THAT MIND BECAUSE I PROMISE, YOUR BRAIN WON’T FALL OUT! I’LL SEE YOU NEXT WEEK WITH MORE TIPS AND TOOLS FOR BUSINESS PERFORMANCE.

The Answer To the Tech Drought

MAKE SURE YOUR SERVICE DRIVE IS DROUGHT PROOF

Take a moment and imagine…

It’s late on a Friday night, and your wife is calling for the fourth time asking when you’ll be home. You barely take her calls at this point because you know what she’s going to say, “You’re never around.”

You just lost your best technician, and man, he took a job in ANOTHER industry.

You’ve posted ads looking for new, qualified technicians, but the only guys who came in couldn’t get through HR, or pass a drug test. Your blood pressure is up. You’re pulling your hair out because you’re really worried you’re going to lose your job. The owner of the shop is coming down on you every day, customers are furious with the amount of time it’s taking to get their cars fixed. You’re starting to seriously consider outsourcing some of your shop’s work just to make the angry customer calls stop, despite what a financial loss that will be.

You find yourself in a completely unmanageable situation, and it doesn’t seem to matter what you do. You just can’t win.

Unfortunately, this is a true story. It happened to a friend of mine. And, almost every service manager I’ve met has a version of this. In this particular case my friend was literally at the end of his rope before he called me asking for help.

Fast-forward six months…

It’s Friday evening and the sun is just about to set. You look around and realize everyone is heading out for the day. There’s no one in the waiting room because all the cars have been repaired and returned to their owners, on time or ahead of schedule. Seriously.

A tech walks by and you tense up. He pops his head into your office to say, “We’re all done for the day. Hope you have a nice weekend!” Have a nice weekend… It’s music to your ears. Your wife sends a text that reads: See you soon! <3

Then your boss walks by and waves at you, which is the most enthusiastic he gets. You look around and realize there’s no more work to be done. It’s early enough that you’ll be home in time for dinner AND to show up to your son’s junior high basketball league game. You’ve done it and you sigh with relief.

This is life in a healthy, efficient shop. We can help you get there.

But, let me break it down for you:

The problem?

It’s simple. There’s a shortage of qualified technicians, and the work is backed up.

Why?

That gets more complicated. There are a lot of reasons. Some stem from the fact that young people are not coming into the industry because millennials don’t want to be techs. They have other interests, and cars just aren’t that important to them. Then, there’s the cost associated with entering the occupation—often a $7,000+ investment. Another big problem is how many great techs are leaving the industry due to poor treatment or wages.

What does it mean for me?

If you haven’t felt the loss yet, you will.

We’re headed towards a place where technicians will be outnumbered 2:1 making finding qualified ones even harder.

The good news is we have plenty of ways to help you not only survive, but thrive despite the impending technician drought resistant.

I mean, we’re fixers here at Chris Collins inc. It’s what we do, and we’re going to help you fix this problem just like we fix your other problems. No, we can’t train your dog, or go with you to counseling. But we’ve created some products that will ensure your business is drought free.

Stay tuned because more solutions are coming…

Bringing Sexy Back by Chris Collins

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.

Motivate Your Techs

INSPIRATION IS NOT OPTIONAL: MOTIVATE YOUR SERVICE TECHNICIANS!

Business problems are easy, people problems are hard. I didn’t invent that phrase. It’s been said many times by many people, and it holds true for every business. Don’t pretend this doesn’t apply to you and your drive. I’ve said it before and I will say it again:

The most important people in your business and least cared about, are your service technicians.

Your service technicians are the only ones in the company who are qualified to solve your customer’s problems. Without talented, well-motivated technicians your drive simply can’t operate efficiently.

First, let’s agree that success is defined by the end goal. Results are what matters. We are the sum of what we achieve, not what we intend. It doesn’t matter if someone had the best intentions in the world. In business, what matters is how much gets accomplished.

Without exception, service departments that perform well have a leader who’s created a strong system. Without clear rules and accountability, the system breaks down. So you must have a good, easy-to-understand system. Then, you must be able to share that system. Start taking notes now because this is the pot of gold at the end of the rainbow.

This is the stuff that’s actually working on drives all over the country!

Tip #1 – Track Production

This is production! You have to see how much people are producing. You’re living in the dark ages if you’re afraid to put the scores up in your service drive. Hang a dry erase board immediately and start tracking their hours. It doesn’t matter if some guys don’t like that idea. You can’t worry about the low performer, or be afraid of losing him. Equality of result is a lie. It’s equality of opportunity. Everybody has the same opportunity but not everybody is going to get the same results.

If you’re feeding your low-performing technicians so that they somehow get the same hours as the guy who’s working his butt off, you’re not creating a culture of high performers. The culture of performance is vital. Create that culture of performance by writing down the numbers from yesterday and everyone will be kept accountable.

Tip #2 Get to know your technicians

The single best way to make your technicians feel appreciated is to sit down with them once a month and talk about their goals. No, you don’t have to be their therapist, or Oprah, to make a huge difference. Use lunch as an opportunity to get together. Trust me, no one is going to poach your guys if you have a personal relationship with them. Your technicians are people too—they’ve got families and situations to deal with so find out what’s making these guys tick.

If you have a busy schedule and not much time to chitchat here’s a cheat sheet of questions you can ask: How’s work going? How can I help? What’s in your way? How can we get better as a department? Since we know from experience that they feel like the most ignored and picked on group in your shop, it’s your responsibility to change that.

Tip #3 Gamification!

If you have not read my book, Gamification, here’s the link.

Buy it and read it cover to cover. Look, I know the technicians are there to fix cars, but they also need to enjoy being at work. Gamification is playing for profits. It’s important to have a pattern interrupt with them where they get to have a break and have some fun. Let them throw a baseball or basketball at lunch—whatever gets their energy and mood up. If those don’t sound good to you, the book has at least 50 games in it so there’s plenty to choose from. I promise, if you throw some cash around, and add some work games into the mix, your technicians will get more done and be much happier in the process.

The New Era of Marketing by Chris Collins

THE NEW ERA OF MARKETING

This week was the show of a thousand thoughts… I think everyone forgot to take their Adderall. Of course, we got an update on Gary’s cholesterol because that’s becoming a hot topic here at Service Drive Revolution. Wherever we go people ask more about Gary’s cholesterol than anything else. But that’s going to prove my point later on about adding a personal component to your marketing. Hold on, we’ll get there…

Gary shared with me that I’m tweeting, which I find very hard to believe because I’ve never used Twitter. So he spent a few minutes reading my recent tweets and we tried to determine who’s actually writing from my account. Another oddity this week was that someone called me and asked me to comment on President Trump. My response to that? I need a year to think about it so ask me again in a year.

This week’s book report of the week is on Ego is the Enemy by Ryan Holiday. Gary was kind enough to explain that he initially thought ego referred to being cocky, but what the author is talking about in this book is far more subtle. In this case ego can stop you from progressing in a subtle way. Gary used his own career track as an example, explaining he had done so well as he ascended from service technician to service advisor to service manager, etc. that it caused him to rewrite history a little. When he looks back on his career it’s easy to remember the highlights and think he was great at each job. But the truth is there were failures every step of the way—it was experience and hard work that made him successful. But the mind (and subtle ego) makes it easy to remember the highlight reel and think he was really good the whole way through, not the actual learning curve that it was.

We also used a story about one of our friends as a perfect example of how the subtle ego can negatively affect one’s perspective. Our friend had been super successful at one dealership in Chicago so when he moved to a different state and got a job in a new dealership, he brought with him such confidence and big expectations that he was completely stopped up when he had issues there. Between office politics, a different culture and other barriers, our friend found himself unable to find success there and ended up quitting! His success at one dealership blinded him and caused him to have an ego and expectations that overlooked the need to try really hard and go back to basics at his new job.

The thesis of the book being you have to remain a student—humble and open to learning new things. The book references Ghenghis Khan and the Mongols and how despite their great success with conquering nations they still remained humble enough to learn and take the best pieces of each culture with them when they left. This way of doing business led them to champion the canon. By taking pieces of each culture they were able to create new technologies that made them even stronger. Gary wrapped up the book segment by trying to back out of his goal of reading 60 books this year. Seriously, Gary, four books a month is too much for you??

Back to the main topic of this show, which is the new era of marketing!

I look around at what other people in this industry are doing and it bores me! It’s all the same! So I put together some new, fun, usable tips on how to do effective marketing in this modern day. First, for the love of God, tell a story. If you look at what’s successful on TV these days it’s shows that have aspirational characters, drama and mystery. People love stories and they always have. Give your email blasts a personality. For example, the two best pulling emails we’ve ever sent were written in the voice of my Bulldog, Tequila. The point is to immediately hijack your audience. Using stories or a character is an easy way to capture the attention of your reader and draw them in.

Another powerful marketing tool is to use sequences. Sending series of emails is another tactic to keep your audience connected to your business and what’s going on. Next on the list and this one is super important, the more personal and real you are with your audience the better it will be received. The reason our Service Drive Revolution audience is so obsessed with Gary’s cholesterol is because it’s real and it’s relatable. This is a concern everyone has and allows people to share their challenges or experiences with high cholesterol. And believe me, people share their experiences whether we want them to or not.

Use cross over techniques! If you’re on several platforms for social media, which you should be, use them all. Put your posts on all of your social media and use video! Many people aren’t immediately comfortable with video, so practice. Video helps you rank better and improves your SEO. Facebook and Google pay attention to video so add it to your social media content wherever possible.

Make it entertaining! This one is kind of common sense but it bears mention. As well as telling stories make sure your copy is fun to read. Humor always works but even if you’re not a comedian, try and get original with your copy, emails and posts so your audience isn’t getting the same regurgitated content they hear over and over.

Tracking and conversions… Also known as fall in love with what gets results. We had a competition in the office where I asked three of our creatives to create an E-book about customer service. We gave them each a budget for Facebook marketing and I told them I’d give $500 in cash to whoever’s E-book converted the best. At first none of the E-books were converting but after we changed the pictures their numbers took off. By tracking what was going on, and making small changes, we were able to salvage their good work and get the conversions they needed by creating a better visual.

You really want to focus on what’s converting and getting results rather than being married to a headline. Here’s a little piece of gold from my personal vault—if you’re not getting clicks or it’s not converting try a variety of small changes. If changing the photo doesn’t work, try changing the colors on the email because a change as simple as that can make a huge difference. Often a color or headline that doesn’t look right to everyone will turn them off. Correct or alter those things and see what happens—what have you got to lose?

If you’re sending out post cards make them stand out. Use colors, or sizes or pictures that will make people notice that your content, mailers, whatever are unique.

The simple truth is when the value of something outweighs the cost people are happy to pay so make sure your content has value. Try using fiverr.com to get even more professional content. They’re great for logos, photoshop help—you name it and they have freelancers who can help. To wrap up, get creative with your marketing and the sky’s the limit!

The First 100 Days

FIRST 100 DAYS IN OFFICE, THE $50,000 TOURNAMENT AND OTHER TIPS FOR ENSURING SUCCESS IN 2017!

Can You Beat Trump’s First 100 Days?

Momentum matters and we’ve been talking about how to get into the year with the most momentum possible. First, you must be smart about your business and guarantee success from the very start of the year. How do you do that? I’m glad you asked and I’m going to tell you because we literally have the best service advisor training, service manager training, the best beats…and we will break dance fight you.

We’re more than a month into 2017 and the big question is what are your first 100 days of 2017 going to be like?

What prompted me thinking about this was hearing how so many people struggle with the simplest things in taking action. Often people get handicapped by the easiest pieces and I’m always hearing, “I can’t do this, I can’t do that…”

Yes you can! You can do anything! This is America for heaven’s sake!

To provide a parallel, we did research and in the first 100 days of the presidency the list of things that needs to get done includes hiring literally thousands of people, meeting with world leaders, planning initiatives, an inaugural ball, and that’s just the beginning. Like Trump or not—has he done more than you in his first days in office?

Think about everything the president has to do and then ask yourself why you’re struggling with simple stuff like changing prices?

What I’m saying is, get proactive! This is your opportunity to do an inventory on how much you’ve done to improve your business, get better and better yourself in the first part of 2017. You have to do it while the momentum is there. You have to set a pace right away and get everyone used to how this is going to work. Let your people know, “Hey, we’re going to tee it up and knock it down, and we’re going to do that over and over and over! If that’s not your pace then maybe this isn’t the right environment for you.”

Try changing your prices. Maybe you can get some downhill that you’ll be able to ride for part of the year. I talk to people every day who tell me things like, “Maybe we’ll handle that in June.” This literally blows my mind. I’m like, really? You want to wait six months? You’re going to lose the first half of the year! You have to take advantage of that time and start doing better now.

If you’re a service manager make a plan and tell your service advisors and technicians: this is going to happen on this day, and this is going to happen on this day. You need to prepare them and tell them what’s coming. You can’t spring it on them in June, because if you don’t plan and set benchmarks, then you don’t have anything holding them accountable for the results. And there’s no chance of using something fun like gamification to help catch momentum at that point. In ANY business you have so much stuff going on that things slip through the cracks if you don’t make a plan.

The point is, you have 60 days left to recover momentum and we’ll help you if you need help. That’s what we’re here for—to talk you through it, or tease you mercilessly until you do it.

PS: Get yourself a cup of coffee because here’s a big tip…

To help you get motivated we created a $50,000 Service Manager Tournament. 

Try and win our $50,000 Tournament. Trust me, you’ll look back and regret you didn’t do this sooner because with the $50,000 challenge you win even if you don’t win. Simply by entering and doing what we tell you to do you can crank your labor sales up ten to fifteen thousand dollars a month. That means by the time we crown the winner at our 2017 Top Dog event you might have already made $100,000 by then!

And you’re not competing against anyone but yourself, the winner is the dealership or service center with the most improvementover last year’s numbers. So, head over to the Tournament page to sign up and win.

I know what you’re doing isn’t easy, but it’s not super complicated either. You can change pricing, hire techs, do whatever it takes! And if you need help with certain tools we can help you, but let’s go, lets get fired up!

And while you’re at it, the next episode of Service Drive Revolution is up, so go check it out!

The Carlisle

WHAT’S DRIVING CUSTOMERS AWAY FROM DEALERSHIPS AND INTO INDEPENDENTS?

In case you missed the first episode…

For the last two weeks, we’ve been talking about The Carlisle Technician Study, which is a fascinating study that outlines the barriers between service technicians and service advisors, looking at the reasons why customers switch between dealerships and independents.

If you happened to miss the first part, go back and watch it first, because Jair told a fascinating story about seat belts that you can’t miss.

We talked about shocking stats we learned from The Carlisle Technician Study like

  • 43% of repair orders require additional clarification from the service advisor, costing each tech 30 min per day of follow up time.
  • 33% of customers are provided an unrealistic amount of time for the service.
  • Service advisors reported that customers get a realistic timetable for how long the service on their car will take 83% of the time

According to the study, the number one reason that would make someone switch from their dealer or repair shop is because their car wasn’t ready on time.

Seriously, can you afford to miss information like that? I gotta say, it really, really matters what service managers tell their customers. The consequences can be disastrous if the information they share is incorrect.

Okay, moving on…

In this weeks show, part two of our discussion about The Carlisle Technician Study, we talked more about the two biggest issues we’re facing with the technicians:

  1. The lack of communication between the service advisors and the service technicians
  2. The growth of Quick Lube, which has resulted in the least qualified technicians getting the most work while the skilled technicians get less.

This epidemic of breakdown in communication between service advisors and their service technicians is causing a bleed of time, money and the loss of customers. The service technicians feel frustrated and disconnected. This breakdown and loss of clientele to less-skilled technicians causes them to leave the business, further intensifying the problem.

So what’s the answer?
If you want your auto repair shop to thrive and prosper, then the following things need to happen:

  • Create GOOD communication between your technicians and your service advisors
  • Arrange training for your technicians
  • Create a growth or career plan for your service technicians, giving them something to strive for

In order to fix some of these problems, I suggested getting the service managers and service advisors together, making them walk over hot coals, starving them indefinitely or only giving them water for a couple days. But Gary didn’t think that was the best idea for morale…

Since Gary had a more doable approach, we’ll go through his tips to keep service technicians happy, feeling included and protected from leaving the industry:

-It appears everyone could benefit from increased communication, and it’s up to each shop to figure out how to get their guys to operate like a functional, effective team. I always lean towards gamification, as I’ve found that to be the most effective tool to date.

-It’s critical to focus on the guys you have in the shop; that means you have to protect them. One way to do that is to slow down! Most shops don’t want to slow down their technicians because time is money, but if time and money are being wasted, then slowing down to improve communication and clarify repair orders becomes vital.

-In order to retain your good service technicians, you need to provide a realistic career path for them. They need to get the kind of training that will help them be successful, and then reward them when they are doing well.

-TRUST. Whether you use gamification or trust building techniques, make sure your guys trust each other! The service technicians need to trust that the advisors are setting them up for success. The service advisors need to trust their technicians that if they give them clear instructions, the technician is going to work both hard and fast to complete the order on time.

Basically, the system has broken down. In order to rebuild, it requires everyone getting real clear on what each job requires. Then, how to work with the next guy in line to make sure he gets what he needs, so we can return the customer’s car on time and repaired correctly on the first go.

We know that if these things don’t happen, you’re going to lose the customer. It’s imperative to get the job done right and on time!

DLynn Proctor

DLYNN PROCTOR SPEAKS TO THE CHRIS COLLINS ELITE GROUP

Service Industries all share the same goals, and the good ones share the same principles.

At our last “Elite Coaching Group” Meeting we had DLynn Proctor from the Documentary SOMM as a guest speaker.

He shared his lessons learned on Performance, Customer Service, Mindset, Increasing Sales and Margins.

Here’s a part of the interview for you…

We spent over two hours with him and learned a bunch of great stuff.

Hope you enjoy the video and have a great week.

Chris “Bulldog” Collins

P.S. If you are wondering what the “Elite Group “is …. Its something we started last year in our   Service Managers Coaching Group, for those that have been in the group awhile and are performing at an extremely high level. The Best CSI, Profitability, Leadership Skills.  Its an exclusive group that new members are voted in after a test, interview and some old school hazing.

Keys

BOOST CAR SALES THROUGH SERVICE DEPARTMENT TRAINING??

At first this may seem like it doesn’t make a whole lot of sense. The flow of a customer through your dealership after all, is that first they go to your sales department and (hopefully) buy a car. Then they go to your service department for a trickle of added, continuous revenue, right? So how can improving your service department make such a huge impact in your entire dealership’s performance, including New and Used Vehicle Sales?

CUSTOMER PERCEPTION IS BASED ON SERVICE EXPERIENCE

Seem surprising? Consider your internet provider as an analogy. When you think back on your time with your ISP in order to recommend it to a friend, or warn them away with horror stories, would you ever say “Wow, their sales agent was just amazing! Best sales pitch I’ve ever heard?” No, of course not. Instead you’d say, “Wow, their service is fast and consistent, I hardly ever have any problems, and when I do, their tech support is friendly, helpful, available right away on the phone, and always lets me know what’s going on, and when I can expect service to be restored!”

Your dealership is no different, except for the fact that while most homes in America only have one or two choices of internet provider, you probably have dozens of competitors all around you, waiting to claim the sales you miss.

THE CUSTOMER RELATIONSHIP IS WON OR LOST IN THE SERVICE DRIVE, NOT THE SALES FLOOR

Did you know that a typical dealership customer sees their Service Advisor an average of 16 times, for every one time they see their sales associate? Sixteen times! That means that the real perception, the real experience that your customers have, and the opinion they form in their minds about your dealership, is almost entirely based on their experiences – good or bad – in your Service Department.

Let’s get real. Your customers are not a captive audience. They have choices, not just among other dealerships, but at aftermarket repair shops as well. Once you lose the continuity of interaction that your service department offers a customer, they’re gone. When they need their next car, you may as well just roll the dice on whether they’ll come back to you or go to a competitor who’s running a flashier ad. Ads cost money by the way, so that makes acquiring – or in this case reacquiring – your customers, very expensive! But what if instead of paying expensive marketing costs for a mere chance at retaining a customer’s business, you could virtually guarantee it, and make money while you do so?

CHRIS COLLINS INC. TRAINING FOCUSES ON THE RELATIONSHIP

My Service Manager and Service Advisor Training is focused around maintaining the long-term customer relationship. I will teach your service drive professionals – and remember, they see your customers sixteen times for every time your sales associates do – how to make sure that every single customer has a fantastic experience, every single time.

When that happens, rather than rolling the dice, the next time your customer needs a new vehicle, to say nothing of their friends, family, and co-workers, they are more than 15 times as likely to choose your dealership for that sale, compared to a random new customer. Not bad, considering that rather than costing them money like their marketing strategies do, my clients’ service departments form the foundation of their profits as well, generating 50% or more of their total net profitability!

Click here to start boosting your profits now.

Business Meeting

THE WAYS TO PROMOTE TEAMWORK IN YOUR BUSINESS

Teamwork is now an integral part of any business workplace. Whether it’s a small business or a big one, there needs to be teamwork in order to get the job done. The benefits are huge as it can result in better workplace cohesion, higher productivity, and innovation and enhanced problem-solving.

With teamwork everyone has to work together in order to achieve whatever goal has been set. It’s really a collaborative effort with shared responsibility. Simply put the success of the one is based on the success of the many.

Promoting teamwork in the business workplace is essential for success. Many businesses have found that it can really drive the business forward and make it flexible, competitive and grow faster. That’s hardly surprising since teamwork enhances individual abilities and combines them with others to the best advantage.

If you want to promote or enhance the teamwork that’s already in place in your business there are a few things you need to do in order to make it work.

  •  Understand what teamwork is and the benefits that you will get from it. It all starts from this. If you don’t know what teamwork is and what it can do for you then there’s no way you will be able to spread this system to the rest of your business workplace.

As they say lead by example. If your employees see that you don’t even know or understand the concept of teamwork then they may not accept it or work with it. You need to show them that you are committed to making this work so they will also feel that they need to be as committed to it as you are.

  •  Share your vision to the rest of the workplace. Getting people to work together isn’t going to work if they don’t have a shared vision or goal to work for. If you don’t tell them what you want the business to achieve then they will be in the dark and confused as to what direction they need to go to or how they will play a part in all of this.

This also includes setting the goals that everyone will aspire to. If you do this everyone will be on the same playbook. This means everyone will have the same goal to go after. If the rest of your workplace doesn’t have a clue then they won’t have the motivation to work together since they don’t know for what purpose they need to work together for.

  •  Know what can impede teamwork. This means communicating with the workforce and determining what may derail the teamwork train. Are there any issues that can prevent people under you from working with one another?

If there are any grudges or animosity between your people it may cause a lot of in-fighting and confrontation that will disrupt the efficient running of your business. It is best to know these things so that you can plan what you need to do in order to alleviate the issues.

  •  Communication development. Getting people connected to one another is an important aspect to developing good teamwork. Without it many will be in the dark as to what is happening or what needs to be done.

With good communication, you will be able to exchange ideas that can solve problems that may come up. You can get inputs from other members that will not only create synergy and innovation but also help create a trust between each member.

  •  Trust building. Of course, teamwork won’t be effective if the members involved in the ‘team’ don’t trust one another. A way for you to encourage trust is to listen to their inputs and allow them to make suggestions.

Doing this will show them that they are an integral part of the ‘team.’ Another good way would be for you to recognize valuable contributions when necessary. If milestones are met then you should recognize it and let your people know.

This will give then satisfaction for a job well done. At the same time they will see that their hard work will be recognized and so it will motivate them, even more, to do a better job on the next project and so on.

You can also do social activities that promote camaraderie and closeness. This could be a workplace social party that will let everyone relax and share information about one another. It will also let each one know about the others. This will create a bond and thus make your people feel closer and tighter.

Have team building exercises. This doesn’t have to be on a daily basis but it should be regular. These exercises show members the importance of teamwork. At the same time it also creates the opportunity for members who participate in these types of exercises to bond resulting in more closeness and cohesiveness.

  •  Don’t micromanage. Doing so may sound like a good idea because you will always be in control of things but it can backfire and derail the teamwork. Micromanaging shows members that you don’t trust them and remember, trust is an important aspect of teamwork.

Delegate as much authority and work as you can. Remember, you have a team at your disposal. Letting each one work on a part of the whole will make the work go faster and more efficiently. At the same time, you show that you trust them because you are giving them more responsibility. It’s the whole shared responsibility idea.

You may also want to relax as well. Rules are there but they should be flexible. Often, a more relaxed and flexible atmosphere is better in fostering teamwork than a rigid one that has to follow everything by the book.

While you’re busy with promoting or developing teamwork in your workplace do be aware of the issues of that very system. While it does have its advantages, teamwork also has its disadvantages.

One of them is the free-rider effect. This is where some members simply lay back and wait for the rest of the members to finish the whole thing then get part of the credit for it. It can break down morale if others see that they get something for doing nothing. What will happen is that no one will do anything anymore after that thereby breaking down the whole teamwork concept.

Then there’s the conflict. Even if you think things are already ironed out – it isn’t. When egos come into play so will animosity. It can lead to a confrontation which can then disrupt the whole process. While a little conflict is to expected big ones and ones that go beyond trying to find solutions isn’t.

Then there’s the fact that not everyone is comfortable when working in teams. Some people are just not social and working as a team in a teamwork environment requires interaction. If that were the case then these people won’t be able to function well. This can be detrimental to the whole team effort.

Done right teamwork can be a big boon to any business entity. It can give results that can really make the difference between a loss and a win. The ways to promote teamwork can vary and you don’t have to do it all in one go.

Teamwork can’t be built in a day. It takes some time and patience until the results can be seen.

What’s your teamwork strategy in your business? Comment below.