Fixed Ops Magazine - 2020 Vol17 03 - 32

their existing male employees, or they are uncomfort-

Roger: Let us start with the number-one question re-

able with the changes that might affect the leaders

tailer leaders will want to ask: How has a more gender-

themselves. Deciding to focus formally on hiring more

balanced service front line contributed to your bottom

women will be the easy part; keeping women longer

line? 

than present industry averages will be the tough challenge. But it will ultimately result in a more diverse

Ed: First off, let me say that it is not about simply hiring

workforce, and with it, more bottom-line success for

more women advisors. The second part of the formula

companies that take on this advice.

is to implement a well-defined team strategy. We try to
create teams of both women and men. That offers the

I was fortunate enough to conduct an
interview recently with Ed Roberts,
a Fixed Ops Manager who has embraced this concept of a gender-balanced service front line.
Roger:

First off, can you describe

your current service advisor staff and
the male-to-female ratios?
Ed: We currently have 19 advisors nine women and 10 men. My entire call
service BDC, warranty team and half
of my rental team are also females. I
love diversity because it works!
32

"First off, let me

opportunity for customers to choose

say that it is not about

It is another element of putting the

simply hiring more
women advisors.

who they feel most comfortable with.
customer in control.
This helps build rapport, and enhances trust, and all our customers want

The second part of the

to work with people they trust.  With

formula is to

need to present and build value dur-

implement a well-

trust, you do not have to sell; you
ing your presentation of the primary
concern.   After closing the primary

defined team strategy."

concern, now is the time to present

- Ed Roberts

multi-point inspection. This should

the findings of the report card or



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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