Fixed Ops Magazine - 2020 Vol17 06 - 36
4. dispatching
the dispatcher or appointment schedule! The first few
weeks for new advisors can be like running the gaunt-
5. basic service processes
let. The constant errors and criticism can cause any
new advisor to regret the decision to change jobs.
Some dealers cover these topics fairly well. But many
do not address the basic service processes.
I find it important to train the basics in this manner.
Don't assume anything. I always revealed my C.S.I. cul-
When a new service advisor is hired, it is possible that
ture and goals during the first interview. If the candi-
the person will come with baggage from previous em-
dates did not buy-in, then they usually did not return
ployment. They may have had no previous training,
for interview number two. That was helpful in sorting
poor training, or have no desire to train. It is hard to
out the candidates. Also discuss orientation and train-
know who previously trained him or her and the depth
ing at the interview. Perhaps in interview number two.
of the training. We assume that the new hire will know
how to do the job through a few interviewing questions. Then the advisor comes on board and it is quite
revealing. At this time, the learning is by someone constantly telling them, " Don't do it that way. Do it this
way " or " Hey, that's wrong. Watch me " . The next thing
heard is, " Why did you send work to a vendor without
a written quote or P.O. attached to an R.O.? " Then, you
hear a " walk-in " customer being told there is no time
for an oil change service, without having checked with
36
THE BASIC TRAINING SHOULD BE
PRESENTED IN THREE PARTS:
1. Goal Setting. This is most appropriate for today's
generation and culture. Quite often I hear young
people saying, " How's it going? " One responds to
the other, " Oh, living the dream " in a depressed manner. People need to have goals set so they know why
they want to go to work every day. If we help them
identify personal goals with their career goals, then
Fixed Ops Magazine - 2020 Vol17 06
Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06
Fixed Ops Magazine - 2020 Vol17 06 - 1
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