The Missing Link

The Missing Link

By 

Eric Twiggs

Meet "Jeff", a new service writer working at a shop in the Midwest.    He didn't have an automotive background, but was willing to learn and eager to please.  After attending the service advisor's class, he returned to the location ready to apply what he had learned.    "Eric, my biggest takeaway was not to give a price over the phone!" Jeff said, as we reviewed his takeaway worksheet.

As a next step, I had Jeff phone shopped by Don, a coach here at the office.  Don played the role of a customer and asked Jeff for a price on brakes for his 2011 Impala.  His response inspired me to write this message: 

"Sir, I can't give you a price over the phone.  I just got back from this ATI class and they told me not to tell you!"   Jeff knew what to do, but didn't know WHY he was doing it!   The failure to understand THE WHY is the missing link!

Do you find that you repeat yourself over and over again, but the result doesn't change?    The courtesy checks are discussed at every meeting, but they aren't getting done. You ask your advisors for exit appointments, but all you get are excuses.  So what can you do to overcome the missing link?   Stay with me and I'll explain. 

 Focus On The Three Good's

Instead of just telling your employee what to do, try this:  Ask her to explain WHY it’s good for her, the customer, and the company. 

 For example, exit scheduling would be good for her because it's been proven that a customer with an appointment is 50% more likely to come in than one who doesn't.   It's good for the customer because we can save them from spending money on their major repairs by scheduling their minor maintenance.   It's good for the company because the additional sales and profit can be invested into equipment repairs and improved working conditions.

 I challenge you to try this with the courtesy checks, answering the phone, or any area of the business where you are consistently asking for results but not getting them. 

  Ask Them What They Will Do

The key is for them to tell you.  A meeting or coaching session should not end without the employee telling you what they will do to improve.    

Studies show the average person remembers 20% of what they hear but 70% of what they say!  In other words, If THEY say it, they will be more likely to follow through.  This also gives you the opportunity to confirm their understanding of what you're asking for and why. 

Summary

If you focus on the three good's, and ask your team what they will do, you will overcome the missing link.  



Sincerely,

Eric Twiggs
www.autotraining.net

PS.  I have a coaching tool to help your technicians understand why they need to be more productive.  Email etwiggs@autotraining.net  if you would like a copy.