Everyday should be treated as it is Friday or the last day of the month. If you don’t set the tone of urgency when fixing the issues at hand, and you don’t follow through with consistent inspection of what you expect, your employees will not follow as they will start to think its all talk and no action.
I go to the completed vehicle key locker each morning and write down a list of the key tags for vehicles that were not picked up the day prior. I check in the DMS and find out who the advisors were, when the vehicle was ready, if the customer has a loaner car and the total dollar amount of the invoice. I send each advisor their own list by email with questions such as, “when will the vehicle be picked up, did you have a defined pickup time that was missed and how is the customer paying?”
I always tell my advisors that the loaner cars are our ability to facilitate more appointments which translates into more paying customers and this means more profit for them and the store. If you stay on top of this for a week, maybe two, you should have your advisors focused on timely pickups of completed vehicles. Be consistent! Inspect what you expect!
“Change is the law of life. Those who only look to the past or present are certain to miss the future” - JFK
David
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