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…

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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…

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What would a Professional Service Advisor do?

Professional Service Advisors are Leaders.



You have a unique place in your organization. You are responsible for not only providing the highest quality Customer Service Experience, you are also responsible for your own training and your own Attitude.



In the increasingly connected world, your job is becoming more and more difficult. Not only do you need to take care of the Customers needs, you have to do it faster, with… Continue

Over the years I have made plenty of mistakes. Rather than keep track of the mistakes, I just made a list of the things I learned.



If you are an aspiring Manager, print this and keep it handy. You might find a helpful thought in there to use and make a difference.



Here is the list as it stands now. I have made changes as I learned something new. Hope you can use it to do something different or make a change.



Rules for Managers



1. You get all of the… Continue

It has been said that “the world is divided into haters and

creators.”



Creators are people who believe in themselves and their ability to find solutions and act on them to Create whatever it is they desire in every aspect of their lives.



The first step to becoming a Creator is embracing the role of being a Creator because you will soon find yourself besieged by Haters.



So, how do we become Creators?



Creators are people who decide which direction… Continue

Ever find yourself with "disgruntled" Service Personnel and wondered "How did it get this bad?" You know people are getting "fed up" when you have top personnel (like a Superstar Service Advisor) give notice from seemingly out of nowhere or Customer complaints suddenly increase overnight or accidents start happening.



These are all signs that something is amiss.



You need to have a "Take."



Take a Moment and begin by opening the door of two-way communications… Continue

In 2011 there won’t be a lot of time to stand around because everything is faster.



If you are waiting around waiting for someone to tell you “Hey…you…yes you…get some new skills!” then you are about to get run over like an empty paper cup on a New York city street there pal.



This is part 5 in a series on Leadership for 2011.



2011 will be exciting and challenging, no doubt about it.



Car sales are up, RV sales are up…and people are starting to recover… Continue

John Q. is a underachiever at ABC Motors. His HPRO is at .9 and his Gross Profit Margin is below 70%. Now, John Q. is not necessarily a bad guy. In fact, he is a likeable and hard-working employee. He comes to work on time and believes he contributing to the overall success of the Service Department.



Johns current performance level is not acceptable. And the consequence of not taking action has verifiable results. Take a look at Johns numbers.



His current HPRO at .9 at the… Continue