MANAGEMENT TIP – THE DAILY FELT TIP REVIEW
IF YOU DON’T INSPECT IT – YOU CAN’T EXPECT IT!
The Daily Felt Tip Review
Let’s face it, left to their own devises, your Fixed Operations personnel may deviate significantly form the established Service Sales Processes or not quite execute the way you would have liked.
This is why I always say the BEST Sales Process IS worthless WITHOUT ACCOUNTABILITY!
So how do you know when things are being done right? How do you know who is doing and exemplary job and who is short cutting all the important steps related to RETAIL SALES?
Here’s where a simple but consistent spot-check process will ensure your not just spinning your wheels.
The Daily Felt Tip Review – This should take you 30 minutes max for the whole process here.
So let’s get started
Grab a couple dozen of yesterday’s RO’s
Page through them stopping to make notes on the front page in FELT TIP MARKER related to Advisor and Tech process improvement and noting when processes result in success (Very important)
Do about a dozen a day, once you have made your notations have each Tech and Advisor report to you for an impromptu One-on-one review.
Call the individual to your office to go over your findings one at a time. During these encounters make sure it’s not ALL BAD. Encourage good behavior and highlight the instances where your people did a great job. People want desperately to be appreciated for sound work, and they should when they deserve it.
ALSO where process steps have been skipped or where there was an obvious short cut, offer counseling on how to improve and stress the NEED TO IMPROVE. Make sure your people know WHY, HOW, WHEN, and what REWARDS will happen IF the execute consistently. But don’t let them slide if they are not improving. Escalate issues with individuals who do not make a positive change in their behavior over time.
Here are some of the critical things to look for RELATED TO EXPANDING CUSTOMER PAY SALES
o MENU presentation
o MPVI op code on RO
o MPVI PHISICALLY ATTACHED
0 CUSTOMER CONTACT AS WELL AS CURRENT AND ALL CONTACT INFORMATION
o MPVI FILLED OUT PROPERLY
o BRAKE, TIRE AND BATTERY MEASUREMENTS TAKEN
o SERVICE HISTORY WITH REPAIR ORDER – INVESTIGATE WHAT WAS HAS BEEN DONE ON THE CAR AND WHEN
o TECHNICIANS NOTING PREVENTATIVE MAINTENANCE NEEDS INCLUDING NEEDS EVIDENT WHEN A REPAIR DIAGNOSTIC IS ESTIMATED.
o PRIORITIZED ESTIMATE ATTACHED AND PREPARED INCLUDING TOTALS PER CATEGORY AND GRAND TOTAL – PLAN B ATTACHED IF APPROPRIATE
o EVIDENCE OF APPROVAL OR DECLINE ON SERVICES OFFERED
o FOLLOW UP OP CODES ON R.O. THAT WERE NOT APPROVED
You will also invariably see opportunities for other types of improvements that may not necessarily be directly linked to customer pay sales.
Do this DAILY and people will respond positively. Most employees will act in the correct manner if the realize you are watching it closely and it’s important in the further advancement of their employment.