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Measure it, and it will grow!

Take your cue from the Sales Department

Everything in business can be measured! Sales volume, profit percentages, CSI/SSI, attendance�and the list goes on. The things you begin to measure or track will almost certainly grow as you assign importance to them. The act of simply measuring and making that information available to your team assigns it a level of importance.

You can see this most clearly in the sales office in the form of 'The Board�. The sales department, in most cases, does a good job of dynamically measuring the performance of the sales team. The result of this is a clear understanding to all who have access as to who is performing well and who is not. In doing so, human nature takes over and breeds self measurement, review and even competition among the sales people.

So why do we measure Service Advisors differently? Most Service Managers will review sales performance at best monthly, but in some cases as infrequently as quarterly! This information is generally presented in �one on one� sessions with the advisors well after the month is gone. Why in the world would this make sense? By the time you�ve reviewed the month end performance in terms of salesmanship, that entire month has slipped by and the opportunity to correct in real time is lost.

The reports available in most software offerings can be run based on date ranges. Would you not want to know, in a more dynamic fashion, if someone needs some coaching? Undoubtedly, I would and I would recommend using a similar format as the sales board where everyone can see how well they�re doing. Should you not also consider implementing a more dynamic form of measurement and post it in your office for review?

We can help you in establishing solid process oriented operations which will help you and your team take it to the next level! For information on Service Workshops or In � Dealership Consultation click here.