It is an age old diametrically opposed argument. On one side, we have technology. On the other side, we have personnel.Continue
Clearly there is a huge gap between what "we" (old school) managers and Leaders consider useful and proper communication, motivation and Leadership techniques and what the "new" generation responds to.
There is a choice to be made.
A. Keep doing what you've been doing and keep getting the same results while expecting a different outcome.
B. Do something different.
In this business "transitional people" are a given. We attract people because we are the largest OJT…Continue
Added by Leonard Buchholz on July 16, 2012 at 10:38am — No Comments
A traveling salesman had come to the end of a long day and was very hungry. He had not made many sales and was feeling a little frustrated with his results. He decided to stop and get something to eat and mull over his next step.
He stopped in town, parked on Main Street and looked around. He found two restaurants side by side. Above each there was a sign.
The one on the left said “Food, more expensive but worth it” and the one on the right said “Food, average, cheap and will…Continue
Added by Leonard Buchholz on June 25, 2012 at 1:31pm — No Comments
That's right! There are 3 Personal Components you need to have to Succeed in the Car Biz!
ATTITUDE, SKILL SET and KNOWLEDGE!
A strong Attitude will get you through the day…Continue
Added by Leonard Buchholz on June 19, 2012 at 10:58am — No Comments
Every Coaching session can be effective if you follow certain steps to improve your chances of a Successful outcome.
There is one word that is critical in determining the outcomes. That word is "Specific." There is an old saying that goes like this. "The more specific you are the better your results" and…Continue
Added by Leonard Buchholz on June 6, 2012 at 9:03am — No Comments
Added by Leonard Buchholz on June 3, 2012 at 10:30am — No Comments
“The difference between genius and insanity is paper-thin.” Old Japanese proverb.
There is an inherent truth in that statement. How many times have you said to yourself…Continue
Added by Leonard Buchholz on June 1, 2012 at 11:21am — No Comments
Stand on any Service Drive on any given day and you will hear Customers describe all kinds of noises related their vehicles. The variety of sounds…Continue
Added by Leonard Buchholz on May 30, 2012 at 10:29am — No Comments
Have you ever blown up a balloon and then just let it go and listen to the sound it makes? If you have children or a crazy Uncle Lenny, chances are you've heard this noise before. It is so distinctive that once you've heard it, you are not likely to forget it the rest of your life.
I've heard this same noise in my head many times in the service drive right after an Advisor says something he or she shouldn't have. In our business there are many things that must happen to make sure that…Continue
Added by Leonard Buchholz on May 23, 2012 at 6:30pm — No Comments
In fixed ops we constantly worry whether or not we are getting a return on every one of our ad dollars. Every manufacturer tracks it. Every ad vendor tracks it. And when we spend the money and don't get an immediate return, we start to fret.
Customers don't make a connection with an…Continue
Added by Leonard Buchholz on May 21, 2012 at 5:33pm — No Comments
“When our research tracked 20,000 new hires, 46% of them failed within 18 months. But even more surprising than the failure rate, was that when new hires failed, 89% of the time it was for attitudinal reasons and only 11% of the time for a lack of skill. The attitudinal deficits that doomed these failed hires included a lack of coachability, low levels of emotional intelligence, motivation and temperament.” Mark Murphy, Hiring for Attitude, Forbes…Continue
Added by Leonard Buchholz on May 3, 2012 at 10:34am — No Comments
Most consumers have lumped "service", whether you are a dealer or an independent repair facility, as a commodity. Which means you compete in a market with everyone else even though the market is not a level playing field.…
Added by Leonard Buchholz on April 30, 2012 at 1:30pm — No Comments
Spring Cleaning? Ya, me too. If you haven’t taken a look at your work area lately, step back and take it all in.
See that pile of papers on your desk? And those spare parts you were saving for the factory in the corner…how long have they been there? What’s up with that chair with the padding falling out? Are you saving that for someone special?
Hey, this is not limited to the Service Managers office. There are many GM’s and DP’s offices that look pretty darn close to that…Continue
Added by Leonard Buchholz on April 24, 2012 at 10:29am — No Comments
Don’t you think there is too much waiting going on? I don’t mean the kind of waiting we do for a burger at the local drive thru or waiting for the mail to arrive.
Heck, we all know that in this…Continue
Added by Leonard Buchholz on April 11, 2012 at 9:30am — No Comments
It’s been 60 days.
You had every intention of making changes and doing something different. You had all of the information gathered and catalogued. You even made a list of all of the Managers and their responsibilities and revised their Goals based on the information and training you were about to provide them.
You were ready for Success! You had new expectations! You were ready to accomplish new Goals.
You were ready to reap the benefits of attending the NADA…Continue
Added by Leonard Buchholz on April 6, 2012 at 9:30am — No Comments
A dog and a cat were recently having a conversation about how each other looks at the world.
They had been friends a long time and the dog had recently been promoted to the title of Service Manager of his Dealership. The cat had stopped by for a visit and to congratulate her friend on his recent promotion. And, as Managers are prone to do, they began to discuss how each run…Continue
Added by Leonard Buchholz on April 3, 2012 at 1:56pm — No Comments
R this and R that. Which one is the right R for our Dealership? If we concentrate on ROI, what do we lose in ROR? Is it possible to have too much focus on ROR?
Wait. I didn’t explain what I am talking about very well. Ok. ROI is referring to Return On Investment. This “Investment” can be anything. Time, Money, Parts, Labor…anything. And when we…Continue
Added by Leonard Buchholz on March 23, 2012 at 10:30am — No Comments
Nearly every week someone says "What's new?" in the Fixed Ops Training world as if there is something wrong with what works.
And every week, the answer is the same. When it comes to Fixed Ops Training, Coaching and Mentoring..."Not much."
Oh to be sure, there are "new" things in Fixed Ops every day.
There are at least a zillion ways to keep in contact with the Customer. And there must be a bazillion CRM companies that can manage a "lost souls" campaign. And, yes, there…Continue
Added by Leonard Buchholz on March 20, 2012 at 10:15am — No Comments
The world is full of commodities. Everything from cell phones to toothpaste. It is the glue that binds all of us together. We can’t live without them. Nearly everything we use today is manufactured and produced this way. In fact, we would collapse as a species if it was not.
In the past 150 years we have morphed from a “handcrafted” industrial base to “mass production” and applied the concept to everything including the “Service Industry.”
When you apply these concepts to…Continue
Added by Leonard Buchholz on March 16, 2012 at 10:30am — No Comments
Professional Service Advisors are Action oriented. They don’t spend a lot of time worrying about what is The Right Thing To Do because they already know what the Right Thing To Do is.
These Advisors have a sense of Empowerment and that leads to Empowered Action.
Empowered Action by definition is when one has the ability to do something with the Customers Best Interest in mind and does so with the support of Management and Ownership.
How can you go wrong with…Continue
Added by Leonard Buchholz on March 13, 2012 at 10:48am — No Comments