Fixed Ops Magazine - 2023 Vol20 04 - 39

Go to the customer.
* Follow the greeting with an expert level walk
around, including maintenance information and
multi-point inspection.
* How much time have you spent listening to presentations?
*
Update your customers with their preferred communication
method.
* What methods of communication do you provide?
* Are your systems simple to use?
Finally, are you prepared to deliver? Are you prepared to
perform a memorable and active delivery? Don't forget
to open the door for the customer to enter the vehicle
and give a clear presentation of the service performed.
PAY ATTENTION TO THE RED PRINT
Managers have different formats to measure KPIs.
These metrics are diagnostic tools that can pinpoint
areas of potential improvement. They can be related to
a building obstacle, process failure, or team member in
need of a skill. Once the problem or problems are identified,
generally in the form of red print on a report, it
is time for action. This response must be addressed
with care. Plan and practice to ensure that when one
area is fixed another problem is not created. We must
understand that the red print addresses only specific
information. Find time to take a deep dive and understand
the mechanism of the metric. For example, why
is the customer feeling they are not being updated?
Perhaps the service advisor is only using one form of
communication. If there is disappointment in the red
print, ensure that it stops at the print.
FINE TUNE DURING TRAINING
Processes must have consistency. When training is
being executed we must remember not everyone
learns the same way, but we must perform at the same
level. Think with the end result in mind. The goal is
to have the action performed consistently every time.
Top performers practice the same action over and
over. It is preferable to find out what does not work
during training (practice). This is your time to fine tune
misfires. Every moving part of the process must be
studied and find the areas of disconnection. It is also
recommended for known trouble areas to be brought
up in role-play. This is all crucial to build confidence.
Combining repetition with confidence will improve the
result. Then once it is time to perform, the process will
have become a productive habit.
JULY AUGUST 2023 || FIXED OPS MAGAZINE
39

Fixed Ops Magazine - 2023 Vol20 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 04

Fixed Ops Magazine - 2023 Vol20 04 - 1
Fixed Ops Magazine - 2023 Vol20 04 - 2
Fixed Ops Magazine - 2023 Vol20 04 - 3
Fixed Ops Magazine - 2023 Vol20 04 - 4
Fixed Ops Magazine - 2023 Vol20 04 - 5
Fixed Ops Magazine - 2023 Vol20 04 - 6
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Fixed Ops Magazine - 2023 Vol20 04 - 8
Fixed Ops Magazine - 2023 Vol20 04 - 9
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Fixed Ops Magazine - 2023 Vol20 04 - 68
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