Here is what we don't understand: Spending your money on a luxury item and then letting it fall into disrepair, spending your money on a gourmet dinner and then not eating it; therefore not nourishing and sustaining you, spending your money on providing a comfortable environment for your customers and then not retaining them because you fail in other critical areas of business success, spending your money on expensive staff training and then not insuring its success with the proper follow up; therefore missing the opportunity to take your company to the next level.
Dealers must recognize the strategic motivation of their competitive success. The major goal of Auto University's initial process implementation training is to capture and optimally deliver each customer order and retain each customer. Each satisfied customer will refer your service department to friends and family. Your focus should be on managing customer orders by providing them with high levels of convenience and first-rate service, while preserving consideration to your total expenses.
Ideally, all employees should understand your dealership's strategy and objectives, as well as how their contribution helps the company meet its objectives. From the beginning, all employees need to be a vital part of the cycle of selling a product (i.e. service or sales), completion of that order, financial details, and after-sales care and possibilities. All of your employees must buy into this new culture change from the very beginning. This is often difficult because some employees have been "doing it their" way for many years and they may be reluctant to buy into this new culture. In addition, you may have some new hires who need training in the new processes. It is important that you have equal participation of each member on your team to reach your objectives.
Once your present staff has mastered Auto University's implementation training skills, it is important to ensure your people continue utilizing these skills and the knowledge they received during their primary training. If this does not occur, you have squandered your resources and your opportunity to compete with the numerous other service providers vying for the same customer market.
When you reinforce the Auto University Process Training, it becomes an integral part of your culture. We call this Sustainment. It is actually a small investment compared to the original investment and the time spent training.
What are the benefits of Sustainment?
Keeps the process in place
Maximizes opportunities when the service door opens
Keeps the pre-appointment scheduling in place
Continue on course
Ratify the initial investment on training
Steps for Process Success
Decide on objectives
Design an individualized plan for new process
Obtain executive support
Acquire or produce unsurpassed team members for best results-you want quality performance
Identify areas of concern and prepare for these contingencies
Stay focused on the new plan-keep your objectives in mind
Proper and frequent communication among all team members
Consistency in use of the new process-move your folks from their old comfort zone to the new and improved zone
Measurement of process success-on-line tracking reports
Maintaining the new process for a continuing smooth operation
In today's society, the customer is well informed and has higher standards than in the past. Our customers are our most valuable asset. If you upset one customer, you lose not only them, but also quite possibly all their family and friends.
It is easier than ever to see your customers desert you for another provider. Your competition is out there doing their best to lure away your customers. Therefore, your customers must feel as if their business is important to you and that your dealership is doing everything possible to retain them. By improving your customers' experience, you retain them and gain new ones.
Sustainment will keep your process in place so that you are meeting the needs of your customers; at the same time, this process will help you prosper.
