Its the start to a new month and everyone is blaming everything from the economy to the famous saying everyone is slow right now. Are you as General managers and Dealer Principles giving your fixed operations all the tools to survive, do you have the right people in that position. If so do they know how to use them. Just spending money is the easy part, anyone can write a check. Installing the systems is the hard part. I have always said you can buy a Ferrari but it doesnt make you a race car driver.
When was the last time you set a goal for a employee and held them accountable for that goal that day, not 1 week not 1 month but a daily goal. When was the last time you stood on your service drive and introduced yourself to customers as not only as friendly face but a person of authority aka manager. When was the last time you sat in the waiting room and shared in conversation...hmmm perfect opportunity to get alot of feed back, along with solving issues before they become one. The answer is simple, you are SCARED. You fear that the customer will complain or in your words just bitch about there vehicle or why isnt this covered by warranty. Your SCARED you won't have the answer. You probally won't as if you are 1 of the tens of thousands of Mangers in the automotive vertical, you are afraid to admit you probally shouldnt be in that position of power, the business has passed you buy. You chose not to continue to educate yourself, or you didnt know where or how to get the knowledge to take your business to the next level. I am giving you the opportunity to be better, I am going to do a free s.w.o.t analysis of you numbers,traffic,text and phone prerecorded messaging aka one command set up that works and most importantly Iam going to show you how to be succesful through believing in yourself. Iam not a gimick, infomercial or fly by night 3 day trainer. Iam a Automotive Fixed Operations Professional and I believe!!!
Can you say that you gross 48% on parts?
Can you say that you average 3+hrs per R.O?
Can you say that you have a ELR of $85 or better on a door rate of $110-$115?
Can you say that you retain over 65% of all your first time customers?
Can you say that you know the problem, but no one will listen to you?
Can you say that your service consultants are trained to maximize every opportunity and then follow up within 24hrs to recapture what they might have missed? and do you know what they missed that day?
MOST Importantly are you the manager you thought you where, as I will tell you if you are not close to whats above and you do no have processes in place to reach those goals...Then lets start with you. There is no such thing as a bad employee , its bad management. Some people are just doer's . It is not your fault. I can help you reach that plateu of being a leader by example vs just a doer.
Take your first step! Acknowledge you have issue
Step 2: Get Help!!
Step 3: Remember , friends are fantastic but not one of them will pay your bills
Step 4: Take advantage of this opportunity to have a true profesional in the field of Parts and Service give you their opinion as a outsider. Iam a true Robin Hood! and yes I am still in the field as I currently run a multi store operations. Unlike others that claim to have stood on 500 service drives, Ive worked them and StiII DO!!! I love the business so much I went back to the war zone...what better way to promote greatness than to lead by example. Can other trainers out there say the same!!!! I know they can't!!
I look forward to your questions and giving you solutions.
Best Regards
Richard A. Browne
Operations Guru/Subject Matter Expert!
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