The next time you are hiring to fill a position within your facility you need to examine the scenario that opened the position in the first place, did the past employee fail you or did the facility training level or support system fail the employee? Do you have clearly defined policies and procedures that outline WHAT you want accomplished on a daily basis or is your department run with a policy of every person for them self?
Winners like to work for establishments where the goals are defined and the procedures to attain the goals are clear, concise and achievable. Only when you have clearly identified the issues that brought you to the point of hiring a replacement can you move forward with a plan to hire a viable body to help you achieve the department goals?
The basis for hiring a new service advisor or technician should be as follows;
1. Ask the candidate to bring with them their advisor reports or technician reports from their current or last place of employment.
2. You want to see more than just their personal statistics; you want to review where they rank within their current dealership of peers.
Ask for your candidates advisor or technician reports and look over the effective labor rate, hours per RO, dollars per RO, open repair order list, flat rate units, available hours vs. produced hours and really drill down on each candidate to see where they currently rank within their existing employment. STUDY THE NUMBERS!
Examine the advisor or technician reports of your candidates and make sure they ranked at the top of their current employment. The reason I say this is if they were ranked number four out of five advisors or seventeenth out of twenty technicians what will they bring to your dealership that is unique? Hiring winners means they were ranked number one or two in their current employment, not the middle or the bottom of the pack.
If you want more of what you currently have keep hiring the way you always have! Should you really wish to succeed then start hiring smarter more ambitious people who will lead in your facility and help attract more talent to enable you to grow?
Excellent service advisor candidates do more than just take orders from your customers! Excellent service advisors, called winners consistently up sell recommended services and up sell items recommended by technicians. Excellent service advisors continuously keep the lines of communication open with their individual customers ensuring them an excellent servicing experience. Excellent service advisors check over their own individual open RO list throughout the day, closing work-orders that are completed and calling their customers to have the completed vehicle picked up in a timely manner, this is done to counter parking lot congestion and maintain the loaner vehicle fleet with available vehicles for the next customer.
Your ability to have available parking and loaner vehicles is your facilities ability to facilitate more appointments thus making more revenue. The excellent service advisor is more than just an average service advisor, to be an excellent service advisor means being a consultant to customers. The consultant advisor has the mentality that each customer is his or hers within the dealership and strives to maintain that customer long term by building a relationship of trust and integrity. The advisor who turns each customer into a repeat pattern with little or no attention to the customer’s needs is just and order taker. Order taker advisors belong at Jiffy Lube not in a dealership setting.
Excellent technicians are those that consistently apply themselves to the training requirements and strive to build their own income stream within your facility. The excellent technician produces more hours than the forty hours he or she is in the building, having a fixed first visit ratio of ninety-five percent or higher with minimum comebacks. Excellent technicians use their time wisely while in the workplace and will inspect each vehicle properly prioritizing up sell repairs in terms of need analysis.
Before you hire your next candidate decide WHAT you NEED and HOW you will interview for it! Make a point to itemize the qualities you are seeking and review your own department numbers to better understand where you currently are and where you want to be! You will never achieve 100% fixed absorption unless you hire and train your employees to be better each and every day! You will also continue to make minor inroads with your CSI until you hire and train your employees to be consultants with each and every customer they come in contact with. I ask you this, “Do you want more of the same or do you want to initialize and transform your dealership into a revenue stream that is unstoppable even in the current economic climate”? The choice is yours!
Stop waiting for something positive to happen, execute the positive change NOW and you will be better prepared to start really making a difference on the bottom line today!
David
Sunday, October 24, 2010
Sunday, October 17, 2010
Key Attributes of Success Include the Law of Attraction
The key attributes of success can be summed up in the following statements! I have a burning passion and desire to succeed. I am persistent in my venture to reach my goals and I use communication skills and strategic goal setting skills to obtain results. I take action and I create my own self discipline. I manage my time extremely well and I persist in stretching myself and others everyday to grow beyond what we are today. I use my selling skills to sell myself and my products. Selling me literally means I have a strong following therefore people readily climb on board with new ventures or changes to improve publicly and privately. I believe in the good and the benefits that our business brings to others. I enjoy the role of quarterback, making plays and executing ideas, I bring a new dynamic to the playing field.
All of these items MUST be in your core drivers for you to succeed in business, as a manager or as a leader. I believe these core drivers are the chemical makeup of who we are. What percentage we use our attributes defines our levels of success as a private citizen and as a leader in the public eye. What would you say if I told you there is one more component to success? This is a vital component to success that most people don’t realize exists or they are blind to the fact that they use it every day of their lives without knowing? I’m talking about the law of attraction!
Every single day, we as humans think! We have the ability to envision and create alternate realities within our own mind, we think therefore we are. What do you spend most of your time thinking about? Have you really listened to your own thoughts? Stop and pay attention to what is really going on in your head and you will begin to realize that what you think about you bring about, literally!
If you are a manager who thinks about how badly your department performs you will get exactly more of what you are thinking about, a bad or under performing department. If you are a manger who see’s that effective change is the only way to succeed and you focus on the changes, training, coaching, mentoring and hiring better qualified candidates to fulfill your business commitments, this will be exactly what you bring about.
To move ahead you cannot dwell on the negatives or think about yesterday and what went wrong. Moving ahead means eyes up, walk straight and pay attention to opportunities. Think positive, act positive and project positive thoughts! Stay focused on the things you really want, get emotional about it in a positive way. The more positive energy and emotion you bring to bare on your thoughts, the quicker and easier you will attain what you really desire and what you think about.
People become the sum of their thoughts therefore you are what you think! Do you want to become backwards or poor in thought, poor in money, poor in friends, poor in success? If you do, think poor thoughts and this will be your reality. If you want great things in your life – THINK GREAT THINGS! See yourself with the end result, over and over and over again.
When you think you have thought about the end result enough, envision YOU with the WHAT that you WANT and do it all over again and again. You will need to unlearn what you have been taught as a child. We were all taught that ALL good things come with hard work and thats absolutely correct, however learn to work smarter, not harder. Your own thoughts have greater power over your path in life then your physical efforts!
Thoughts are your power to live in misery with more of the same old, same old and thoughts also hold the power to lead you to greatness. The trick is once you have achieved greatness do not let others think for you, their ideas of greatness may not be on the same playing field as your own ideas. This can lead you to second guess direction which could lead to catastrophe. Always project your thoughts to the things you want to happen or items where you want to effect change, do not dwell on the ifs or the woulda, coulda shoulda scenarios because ultimately you will bring about more woulda, coulda shoulda!
The power of positive thinking, the law of attraction and your burning desire to succeed coupled with other key attributes of success can only be realized when you are harnessing these qualities in unison. Practice what you preach and live the life of your positive creative thoughts, leadership by example!
David
All of these items MUST be in your core drivers for you to succeed in business, as a manager or as a leader. I believe these core drivers are the chemical makeup of who we are. What percentage we use our attributes defines our levels of success as a private citizen and as a leader in the public eye. What would you say if I told you there is one more component to success? This is a vital component to success that most people don’t realize exists or they are blind to the fact that they use it every day of their lives without knowing? I’m talking about the law of attraction!
Every single day, we as humans think! We have the ability to envision and create alternate realities within our own mind, we think therefore we are. What do you spend most of your time thinking about? Have you really listened to your own thoughts? Stop and pay attention to what is really going on in your head and you will begin to realize that what you think about you bring about, literally!
If you are a manager who thinks about how badly your department performs you will get exactly more of what you are thinking about, a bad or under performing department. If you are a manger who see’s that effective change is the only way to succeed and you focus on the changes, training, coaching, mentoring and hiring better qualified candidates to fulfill your business commitments, this will be exactly what you bring about.
To move ahead you cannot dwell on the negatives or think about yesterday and what went wrong. Moving ahead means eyes up, walk straight and pay attention to opportunities. Think positive, act positive and project positive thoughts! Stay focused on the things you really want, get emotional about it in a positive way. The more positive energy and emotion you bring to bare on your thoughts, the quicker and easier you will attain what you really desire and what you think about.
People become the sum of their thoughts therefore you are what you think! Do you want to become backwards or poor in thought, poor in money, poor in friends, poor in success? If you do, think poor thoughts and this will be your reality. If you want great things in your life – THINK GREAT THINGS! See yourself with the end result, over and over and over again.
When you think you have thought about the end result enough, envision YOU with the WHAT that you WANT and do it all over again and again. You will need to unlearn what you have been taught as a child. We were all taught that ALL good things come with hard work and thats absolutely correct, however learn to work smarter, not harder. Your own thoughts have greater power over your path in life then your physical efforts!
Thoughts are your power to live in misery with more of the same old, same old and thoughts also hold the power to lead you to greatness. The trick is once you have achieved greatness do not let others think for you, their ideas of greatness may not be on the same playing field as your own ideas. This can lead you to second guess direction which could lead to catastrophe. Always project your thoughts to the things you want to happen or items where you want to effect change, do not dwell on the ifs or the woulda, coulda shoulda scenarios because ultimately you will bring about more woulda, coulda shoulda!
The power of positive thinking, the law of attraction and your burning desire to succeed coupled with other key attributes of success can only be realized when you are harnessing these qualities in unison. Practice what you preach and live the life of your positive creative thoughts, leadership by example!
David
Less is More
As a leader or manager of a department, WHAT you say has an impact on the people you lead. Sometimes the more you try and impress these people with your words the more you may become just a common apparition within the business. The more you speak about common events or non work related topics the less in control you really are.
Only speak when spoken to or when you really have something important to say, do not undermine your authority with trivial banter, you will end up being JUST ONE OF THE EMPLOYEES and your staff may not take you seriously when what you say really counts. The more you speak the more likely you will stick your foot in your mouth and say something out of place or something that makes you look foolish.
Powerful leaders or managers lead by saying less and and doing more in the background, things that can be seen and not heard. When leading or managing – less is more!
David
Only speak when spoken to or when you really have something important to say, do not undermine your authority with trivial banter, you will end up being JUST ONE OF THE EMPLOYEES and your staff may not take you seriously when what you say really counts. The more you speak the more likely you will stick your foot in your mouth and say something out of place or something that makes you look foolish.
Powerful leaders or managers lead by saying less and and doing more in the background, things that can be seen and not heard. When leading or managing – less is more!
David
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