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Scott Hembrough  
hembrough.scott@gmail.com  
815-978-5038  

    Your Training Partner...

  Hembrough Business Systems



  Service Opportunities

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HOW MUCH IS POOR CUSTOMER RETENTION COSTING YOUR DEALERSHIP?

"Well trained Service Advisors increase service profits, increase C.S.I., increase Owner Retention and most importantly sell more vehicles for you."

"I have met many many service advisors that want to be more successful, they have just never been trained to handle the New Buyer we are dealing with today."

"I'm on record as saying we are in the midst of seeing more changes in the next five years that we've seen in the past 50 years." -  Mary Barra - CEO General Motors

"Better Educated and Trained service employees INCREASES Retention for your dealership - RETENTION IS THE HOLY GRAIL."

 

BECOMING A 2020 SERVICE DEPARTMENT TODAY.

 

Our new Service Training program includes:


In-dealerhsip training - 6 modules

Leadership * Sales team * Service Advisor * Service Manager * BDC to CCC * Support Staff

 

Service Advisors want to do better but we just don't take the time to train them. WHY - they create more Grosss Profit than any other employee in the dealership and they have more impact on customer retention and the buyers decision to return back to you to buy their next vehicle and yet we still don't train them.

We spend time, lot's of time with salespeople training - we teach salespeople multiple closes so they can sell vehicles. Most service advisors if lucky know 2 closes. Why, we don't training them.

Technology is not a FAD, it is the future. Think of the Sales to Service Handoff - is it being done? What is your salespeople were 1st convinced of the value to them and then taught how to do a Handoff that included. "Let me introduce you to our Great Service Team, our service mansger has 25 years of experience and has a staff of service advisors that have a combined 85 years of experience. We have 14 technicieans with aa total of 135 years of experience and 4 are Master Technicians, those are the best in the industry. Last year our service deparment had 10,800 vehcles go through our shop and did over 125,000 hours of work on vehicles like yours. Let me introduce you to YOUR Factory Trained Service Advisor."   HOW DO YOU THINK THAT WOULD WORK? Then they take the customer online and show them the online scheduling system, they get them opted-in for texting, they set their 1st appointment for them and the customer instantly gets a text. How do you think that would work in your dealership?

Are your service advisors using Tablets? When I go into stores you know the #1 reason they aren't? Internet coverage. The WiFi is too weak to use Tablets. Isn't that aterrible excuse? But consider these facts: An RO written on a tablet vs. notes from a clipboard are $67 higher. Service Advisors using Tablets have a 6.7% higher Retention Rate.CSU is 28% higher. So the question - why don't dealers use Tablets? And by the way - only 28% of dealerships use Tablets.

 

AND HERE'S SOME OF THE MOST ALARMING INFORMATION?

 

HERE'S A GREAT QUESTION FOR YOU - WHO TRAINS YOUR LEADER?

In my many years of working in dealerships for the most part, service manager's as a rule are not some of the BEST manager's. And the sad part, dealsrships for the most part don't do much to help them is this area.

 

Some of the major parts of our Service Manager Training Module are: 

 

  • Definitions of Management - Leaderhsip - "Being the BOSS"?
  • What are some of the MOST Dysfunctional parts of your deparment?
  • Effective Communcations - Meetings - Employee Reviews - Recognition & Feedback
  • Advertising/Marketing
  • PROCESSES - PROCESSES - PROCESSES
  • Accountability - what to measure - how often
  • BDC vs. CCC
  • IMPLEMENTATION -You can have the best programs in the world but it's all about IMPLEMENTATION. Teaching them how to implement items.

 


How can you afford to continue to NEGLECT your largest profit potential for 2019 and Beyond?