Fixed Ops Magazine - 2021 Vol18 04 - 16

3. PERSONNEL EMPOWERMENT
Initially, one of the biggest internal challenges we
faced was the perception that the staff answering
the phones should not be empowered to assist
clients with anything beyond basic appointment
scheduling. While the dealership management's perception
was that service advisors needed to otherwise
maintain control of the process, we challenged
that decision in order to alleviate the necessity for
call transfers. Client expectations were also not in
line with that former way of thinking. So, the Service
Business Development Center Team was trained to
assist with general information and pricing as well
as repair-oriented appointments. In retrospect, the
empowered business development process was and
still is one of the strongest and most valued customer
processes in the industry.
SUMMARY
with our new service director and our parts director
on new processes and strategies. Years later, we still
collaborated weekly if not daily on what was working
and what wasn't in our processes. We kept refining
and working through our store's challenges with
the mindset that what we created would make us all
better. This constant communication was critical in
the success of both our business development center
and our fixed operations.
2. ONGOING TRAINING DEVELOPMENT PLAN
Once our Service Business Development Center
Team had settled into their new environment, I began
structuring comprehensive training on all of the
service operations technology systems I knew would
be critical to delivering the best possible client experience.
This would eventually tie hand-in-hand with
the expectation that the Service Business Development
Center Team had to be empowered to assist
clients throughout the initial communication process.
Clients become frustrated if they felt that the
person assisting them on the phone was incapable
of completing their calls.
Sometimes when you look at a finished product, it is
hard to recognize all the individual ingredients and the
hard work that went into getting it where it is today. If
you can deploy these key business development ingredients
within your business, you are sure to win clients
and increase revenue.
Sarah Vantine is a graduate
from the College of
Charleston. Her career
began in the automotive
industry in 2009
when she walked into a
dealership, and with no
previous experience, interviewed
for a sales position.
Sarah has evolved
her career from sales
into becoming an industry expert in business development
and dealership process implementation. In 2018,
Sarah was named to Automotive News' list of 40 Under
40 dealership stars and is passionate about encouraging
women to consider a career in automotive. She is
currently the Vice President of Business Development
Strategy with Quantum5
. Email: sarah@quantum5.ai
16

Fixed Ops Magazine - 2021 Vol18 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 04

Fixed Ops Magazine - 2021 Vol18 04 - 1
Fixed Ops Magazine - 2021 Vol18 04 - 2
Fixed Ops Magazine - 2021 Vol18 04 - 3
Fixed Ops Magazine - 2021 Vol18 04 - 4
Fixed Ops Magazine - 2021 Vol18 04 - 5
Fixed Ops Magazine - 2021 Vol18 04 - 6
Fixed Ops Magazine - 2021 Vol18 04 - 7
Fixed Ops Magazine - 2021 Vol18 04 - 8
Fixed Ops Magazine - 2021 Vol18 04 - 9
Fixed Ops Magazine - 2021 Vol18 04 - 10
Fixed Ops Magazine - 2021 Vol18 04 - 11
Fixed Ops Magazine - 2021 Vol18 04 - 12
Fixed Ops Magazine - 2021 Vol18 04 - 13
Fixed Ops Magazine - 2021 Vol18 04 - 14
Fixed Ops Magazine - 2021 Vol18 04 - 15
Fixed Ops Magazine - 2021 Vol18 04 - 16
Fixed Ops Magazine - 2021 Vol18 04 - 17
Fixed Ops Magazine - 2021 Vol18 04 - 18
Fixed Ops Magazine - 2021 Vol18 04 - 19
Fixed Ops Magazine - 2021 Vol18 04 - 20
Fixed Ops Magazine - 2021 Vol18 04 - 21
Fixed Ops Magazine - 2021 Vol18 04 - 22
Fixed Ops Magazine - 2021 Vol18 04 - 23
Fixed Ops Magazine - 2021 Vol18 04 - 24
Fixed Ops Magazine - 2021 Vol18 04 - 25
Fixed Ops Magazine - 2021 Vol18 04 - 26
Fixed Ops Magazine - 2021 Vol18 04 - 27
Fixed Ops Magazine - 2021 Vol18 04 - 28
Fixed Ops Magazine - 2021 Vol18 04 - 29
Fixed Ops Magazine - 2021 Vol18 04 - 30
Fixed Ops Magazine - 2021 Vol18 04 - 31
Fixed Ops Magazine - 2021 Vol18 04 - 32
Fixed Ops Magazine - 2021 Vol18 04 - 33
Fixed Ops Magazine - 2021 Vol18 04 - 34
Fixed Ops Magazine - 2021 Vol18 04 - 35
Fixed Ops Magazine - 2021 Vol18 04 - 36
Fixed Ops Magazine - 2021 Vol18 04 - 37
Fixed Ops Magazine - 2021 Vol18 04 - 38
Fixed Ops Magazine - 2021 Vol18 04 - 39
Fixed Ops Magazine - 2021 Vol18 04 - 40
Fixed Ops Magazine - 2021 Vol18 04 - 41
Fixed Ops Magazine - 2021 Vol18 04 - 42
Fixed Ops Magazine - 2021 Vol18 04 - 43
Fixed Ops Magazine - 2021 Vol18 04 - 44
Fixed Ops Magazine - 2021 Vol18 04 - 45
Fixed Ops Magazine - 2021 Vol18 04 - 46
Fixed Ops Magazine - 2021 Vol18 04 - 47
Fixed Ops Magazine - 2021 Vol18 04 - 48
Fixed Ops Magazine - 2021 Vol18 04 - 49
Fixed Ops Magazine - 2021 Vol18 04 - 50
Fixed Ops Magazine - 2021 Vol18 04 - 51
Fixed Ops Magazine - 2021 Vol18 04 - 52
Fixed Ops Magazine - 2021 Vol18 04 - 53
Fixed Ops Magazine - 2021 Vol18 04 - 54
Fixed Ops Magazine - 2021 Vol18 04 - 55
Fixed Ops Magazine - 2021 Vol18 04 - 56
Fixed Ops Magazine - 2021 Vol18 04 - 57
Fixed Ops Magazine - 2021 Vol18 04 - 58
Fixed Ops Magazine - 2021 Vol18 04 - 59
Fixed Ops Magazine - 2021 Vol18 04 - 60
Fixed Ops Magazine - 2021 Vol18 04 - 61
Fixed Ops Magazine - 2021 Vol18 04 - 62
Fixed Ops Magazine - 2021 Vol18 04 - 63
Fixed Ops Magazine - 2021 Vol18 04 - 64
Fixed Ops Magazine - 2021 Vol18 04 - 65
Fixed Ops Magazine - 2021 Vol18 04 - 66
Fixed Ops Magazine - 2021 Vol18 04 - 67
Fixed Ops Magazine - 2021 Vol18 04 - 68
Fixed Ops Magazine - 2021 Vol18 04 - 69
https://www.nxtbookmedia.com