I had a discussion with a Service Manager this weekend and we talked about the benefits of process training. He wholeheartedly agreed that it was critical to the success of his department. I mentioned some of the strategies and concerns we find at other dealerships, specifically the fact that customers aren't greeted promptly in the service departmet by the advisor, to which he replied, "Our advisors can't do that!"

My initial thought was, "Here we go again, another excuse." He then explained that since his dealership is a luxury dealership, his customers expect the advisors to spend a great deal of time with them. He also explained that the advisors' offices are tucked in behind the service drive so it isn't convenient for them to get out to the customers. So far, the excuses were good, but not acceptable to me. Then he shared this pleasant surprise:

"So", he continued, "we simply have greeters do the initial inspection and walk around with the customers before they see the advisor."

"In other words", I suggested, "you've found a way to ensure the process is done correctly in spite of your circumstance."

"I guess you're right", he replied.

We're often confronted by circumstances that challenge the status quo. Not everyone can do everything exactly the way we teach it or train it. Not every dealership's layout or situation is the same. That's why it's common for us to hear, "We can't do that at our dealership."

It's not a question of whether or not you can do things exactly as we suggest or prescribe. The question is whether or not you will ask, "How can we do it in spite of our circumstances?"