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The main reason most Service Departments never achieve Highly Predictable Results month after month is due to lack of strong Leadership (Vision/Change) and Management (Coach/Results). When I speak of Leadership it includes a basic fundamental plan that everyone in your organization is trained on, and believes in, then follows through each and everyday without exception until it fails to deliver the desired results.
When I speak of Management (Coach/Results) it includes coaching each of your team members on the basic fundamentals everyday without exception to achieve the desired results through them. What I have found is we don't need additional training on the basic fundamentals, we need more Daily coaching on the basic fundamentals and Inspect what we Expect everyday without exception.
Here's an example (True Story) of a Dealership who thought they needed "New Technology" (Inspection Process) to get the same basic fundamentals followed each day instead of good old Leadership and Management. The program was installed with a huge start-up fee and a monthly fee that is more than the Managers monthly pay.
Well again without going into details it failed to achieve the Desired results due to lack of Leadership and Management and now the dealership has a new expense for the next twelve months or more with no return on investment.
So before you go out and spend a ton of money on New Technology, invest in your Leadership and Management program first so your people will believe and follow your Vision instead of there own agenda and deliver Highly Predictable Results in your Service Operation!
Use our Individual Performance Expectation Evaluation to review what you think you service team is doing/needs Vs. what they are doing/needs. This will assist you in closing the Gaps!
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