PRACTICE POSITIVE REINFORCEMENT Learning a new process can feel like extra work. The benefit must be demonstrated. It must be illustrated to the trainee that a process is our assistant. We must teach while exhibiting patience since most of our processes do not have immediate gratification. It can take days, weeks, in some cases months, to see the benefits. Data must be gathered over time to display the positive results. Many have heard the saying " inspect what you expect. " Inspections must happen as much as possible. In doing so, we must remember it is ok to " call a timeout " to make an adjustment during inspections. The goal is to prevent any negative results and to fill the scoreboard with winning points. Coaches and leaders can make a major impact during time of performance with positive reinforcement being required after adjustments have been made during the inspections. This recognition will create motivation for the trainees to stay consistent. STAY ON TOP OF TRAINING Is your team receiving training? Winning cultures have a major focus on providing detailed training before employees perform their roles. This is the foundation 40 for the development of the new hires' career path. Your consistency in training must be present from the beginning. In fixed operations we have areas that require specialized skills. These skills begin development on day one. The employee will acquire consistency through the example that is set by observing and learning the dealership's culture. * How are your phones answered? * Is it the same word track used every time? How are your customers welcomed into your stores? * Are the walk-arounds being performed with every customer? * Is the customer being of their maintenance needs? * Are your customers receiving the same multi point inspection from every technician every time? * Are your customers presented with the multi point inspection results? * Are you making it simple for your customers to continue to visit you? These questions all require training and consistent practice.