As with any compensation program, the first thing you'll need to do is conclude what you want to accomplish with any change in employee behavior. Where most shop owners get into trouble is they'll immediately say they want to see higher sales when it comes to their service advisors. So...
A customer calls to tell you they discovered that they could have bought a part you sold them for less somewhere else. You can reduce those calls by doing a great car delivery that includes going over the repair order in detail, but when that call inevitably comes in, consider...
Although most shops have sales goals, very few have car count goals. In all of our service advisor training courses, one of the things we teach the advisors is to establish daily car count goals that are based on sales goals.
When you are giving any service recommendation, it's important to repeat any concerns that your customers have shared back to them. This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that...
As business people, we often get too caught up in sales numbers, gross profit margins, car counts and average work order dollars. Those are the numbers of your business, but what is the heart of your business? What will drive your business for generations to come?
During these tough economic times, you need to watch every dollar. One way of controlling your advertising costs is by implementing what we here at Elite refer to as "Grass Roots" marketing campaigns. These are any campaigns where you reach potential customers while they are outside of their homes and...
Over the years, I have had the opportunity to employ some of the best service advisors in the industry, and our company has trained thousands of industry superstars. So, I can tell you from first-hand experience, one of the best tools you can provide your service advisors with is a...
The term "guerrilla marketing" is used to describe marketing methods that allow small businesses to compete with larger businesses, and they typically include grass roots marketing campaigns. Participating in Chamber of Commerce meetings and local events are a couple of examples. Although there are hundreds of methods, there's one auto...
