Fixed Ops Magazine 2023 Vol 20-3 - 43

No one has told them. They are not aware of company
standards.
* They are not aware of performance requirements.
* They do not have written or published goals.
* They are not held accountable for their performance
or behavior.
* They have zero coaching interactions. None. Nada.
Zip.
Let me give you an example:
One time during a coaching session, the service
manager and I were in the SM's office with a young
advisor. This advisor had not been meeting daily service
sales objectives and I wanted to know what was
keeping him from being successful.
He was friendly, he was intelligent, he communicated
clearly, he seemed like he wanted to do a good job, he
appeared to have all the pieces in place to assemble
the success puzzle. I asked him a simple question.
" Billybob (not his real name), what is your daily goal
for labor sales? "
He glanced at the SM and then looked at me and said
" I just want to beat last month. I don't know what the
daily goals are, I just don't want to get fired. " And
that is the reason this advisor struggled with service
sales.
If you are looking for the solution to accountability
in your dealership, may I suggest you ask your service
sales team some simple questions like " What is
your daily CP labor sales goal? " If the answer is " I
just don't want to get fired " , might I recommend setting
some goals. And then train, coach, and monitor
for results. Lastly, accountability is not a bad word.
It should not mean " Inquisition, Confession and Punishment "
when used by leadership in your company.
Here is an example of what that looks like:
I once did an evaluation at a store that had multiple
franchises. Each store had their own service manager.
The group vice president is the one that asked me
to come in and do the evaluation after stopping by
our booth at the NADA convention.
MAY JUNE 2023 || FIXED OPS MAGAZINE
43

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Fixed Ops Magazine 2023 Vol 20-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2023 Vol 20-3

Fixed Ops Magazine 2023 Vol 20-3 - 1
Fixed Ops Magazine 2023 Vol 20-3 - 2
Fixed Ops Magazine 2023 Vol 20-3 - 3
Fixed Ops Magazine 2023 Vol 20-3 - 4
Fixed Ops Magazine 2023 Vol 20-3 - 5
Fixed Ops Magazine 2023 Vol 20-3 - 6
Fixed Ops Magazine 2023 Vol 20-3 - 7
Fixed Ops Magazine 2023 Vol 20-3 - 8
Fixed Ops Magazine 2023 Vol 20-3 - 9
Fixed Ops Magazine 2023 Vol 20-3 - 10
Fixed Ops Magazine 2023 Vol 20-3 - 11
Fixed Ops Magazine 2023 Vol 20-3 - 12
Fixed Ops Magazine 2023 Vol 20-3 - 13
Fixed Ops Magazine 2023 Vol 20-3 - 14
Fixed Ops Magazine 2023 Vol 20-3 - 15
Fixed Ops Magazine 2023 Vol 20-3 - 16
Fixed Ops Magazine 2023 Vol 20-3 - 17
Fixed Ops Magazine 2023 Vol 20-3 - 18
Fixed Ops Magazine 2023 Vol 20-3 - 19
Fixed Ops Magazine 2023 Vol 20-3 - 20
Fixed Ops Magazine 2023 Vol 20-3 - 21
Fixed Ops Magazine 2023 Vol 20-3 - 22
Fixed Ops Magazine 2023 Vol 20-3 - 23
Fixed Ops Magazine 2023 Vol 20-3 - 24
Fixed Ops Magazine 2023 Vol 20-3 - 25
Fixed Ops Magazine 2023 Vol 20-3 - 26
Fixed Ops Magazine 2023 Vol 20-3 - 27
Fixed Ops Magazine 2023 Vol 20-3 - 28
Fixed Ops Magazine 2023 Vol 20-3 - 29
Fixed Ops Magazine 2023 Vol 20-3 - 30
Fixed Ops Magazine 2023 Vol 20-3 - 31
Fixed Ops Magazine 2023 Vol 20-3 - 32
Fixed Ops Magazine 2023 Vol 20-3 - 33
Fixed Ops Magazine 2023 Vol 20-3 - 34
Fixed Ops Magazine 2023 Vol 20-3 - 35
Fixed Ops Magazine 2023 Vol 20-3 - 36
Fixed Ops Magazine 2023 Vol 20-3 - 37
Fixed Ops Magazine 2023 Vol 20-3 - 38
Fixed Ops Magazine 2023 Vol 20-3 - 39
Fixed Ops Magazine 2023 Vol 20-3 - 40
Fixed Ops Magazine 2023 Vol 20-3 - 41
Fixed Ops Magazine 2023 Vol 20-3 - 42
Fixed Ops Magazine 2023 Vol 20-3 - 43
Fixed Ops Magazine 2023 Vol 20-3 - 44
Fixed Ops Magazine 2023 Vol 20-3 - 45
Fixed Ops Magazine 2023 Vol 20-3 - 46
Fixed Ops Magazine 2023 Vol 20-3 - 47
Fixed Ops Magazine 2023 Vol 20-3 - 48
Fixed Ops Magazine 2023 Vol 20-3 - 49
Fixed Ops Magazine 2023 Vol 20-3 - 50
Fixed Ops Magazine 2023 Vol 20-3 - 51
Fixed Ops Magazine 2023 Vol 20-3 - 52
Fixed Ops Magazine 2023 Vol 20-3 - 53
Fixed Ops Magazine 2023 Vol 20-3 - 54
Fixed Ops Magazine 2023 Vol 20-3 - 55
Fixed Ops Magazine 2023 Vol 20-3 - 56
Fixed Ops Magazine 2023 Vol 20-3 - 57
Fixed Ops Magazine 2023 Vol 20-3 - 58
Fixed Ops Magazine 2023 Vol 20-3 - 59
Fixed Ops Magazine 2023 Vol 20-3 - 60
Fixed Ops Magazine 2023 Vol 20-3 - 61
Fixed Ops Magazine 2023 Vol 20-3 - 62
Fixed Ops Magazine 2023 Vol 20-3 - 63
Fixed Ops Magazine 2023 Vol 20-3 - 64
Fixed Ops Magazine 2023 Vol 20-3 - 65
Fixed Ops Magazine 2023 Vol 20-3 - 66
Fixed Ops Magazine 2023 Vol 20-3 - 67
Fixed Ops Magazine 2023 Vol 20-3 - 68
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