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Developing Standards
I am committed to never say a number is bad without
providing processes to improve it. It amazes me that
when people are trained on ways to improve and want
to how quickly the result goes to the next level. You
must develop standards for your company and
measure them against historical performance. Then
compare your actual results against industry
standards. It won't take long and your areas of needed
improvement will show themselves. Whatever
numbers you find need to improve create a new
standard or goal to reach for. Ask yourself what is the
best process your team can implement that will
assure the result. Now start your journey to the next
level and don't look back except to reflect and learn.
Always invest in training and take time to learn best
practices for your dealership and customers.
Someone else might even have a better way to take
care of the customer and be willing to share.
Find out more....
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Greetings!
Good managers and employees are always seeking
new ways to improve their performance to the next
level. This month we look at a few ways to do exactly
that!
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| Refuse To Compromise |
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The growth and success of companies and
individuals is largely dependent on simply refusing to
compromise. We don't have to look very far to find
examples such as Tiger Woods to understand how
destructive compromise is to our lives. You might
understand that customer care at your dealership is
maximized when walk around inspections are
performed. However it is really cold today and we don't
have a drive through inspection area. Maybe when it
gets warm we will start up again. The compromise
has begun to remove your process. Determination to
be the best at anything requires us to look beyond the
discomfort of the day and focus like a laser instead on
what is needed. If you only do walk around
inspections when you have time and the weather is
nice it won't be long until none are performed. If you
believe customer follow up after the visit will improve
satisfaction yet have no process for it guess what will
never happen. A telephone call from an advisor the
day before the appointment with a quick contact call is
wonderful and improves Technician efficacies and
builds value and loyalty. Yet we compromise because
of whatever excuse is available to you today. If you
desire to go to the next level you must refuse to
compromise. Challenge yourself to always look for the
best customer care processes and never excuse not
performing it.
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More Information..... |
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| New Stuff |
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The development of a DVD training series has begun.
The first DVD now being prepared is titled "The
Professional Service Technician" and will provide
ways to increase income for Technicians. Every
Technician and dealership will benefit from this DVD
and will be available soon at a special introductory
price.
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| Free Phone Coach With Rob |
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Now you can recieve at no cost a 1/2 hour phone
coach laser session with Rob. These are by
appointment only. Call 419-282-1351 to schedule. It's
our way to help you get to the next level!
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