Fixed Operations Coaching & Mentorship
Most Parts, Service and Body Shop Managers are a product of their environment...
Our managers, typically, have worked at one, two or three dealerships...they know what their previous managers taught them. While the manufacturers typically provide training, implementation becomes a challenge because our managers get caught up in "current reality". Our Coaching and Mentorship program helps solve this, without costing a fortune. We become your Parts, Service and Body Shop Manager's "partner".
On-Site Coaching & Mentoring
Hands-on training of managers and review of current processes and procedures...
We come to your dealership and assist you in whatever your fixed operation needs are. Whether you need assistance in interviewing and hiring a new manager...Or, you have a new, inexperienced, manager who needs to be trained on the daily, weekly, monthly requirements.
Maybe you need pay plans and/or job descriptions... or assistance in implementing a good inspection process... or you have parts inventory issues... or body shop cycle-time issues. We can help!
Service Advisor University
We will custom design and train your team...
We have extensive experience in development and presentation of training for advisors that they will really understand. We have created and performed classroom and virtual training for many dealers and several of the major manufacturers.
We have presentations that we will tailor for your dealership or group to assure that your advisors are performing to their potential.
On-Site Parts, Service or Body Shop Evaluation
Perhaps one or more of your fixed operation departments is not performing to its potential...
Whether it's customer concerns, financial, cycle-time or quality, we can help.
Our On-Site Evaluation is a detail review of your financials, processes and procedures. As a result, we will prepare a detailed report of recommendations as well as a projection of consequential financial expectations.
Technician Development Program (TDP)
The best way to solve your Technician shortage challenge may be accomplished by implementing a Technician Development Program...
We have developed many technician training programs that utilize your current technicians to assist in continued development of our future technicians.
It is extremely important to have a detailed accountability process to assure that these technicians develop quickly (6 months in many cases). We develop, train and implement this process, tailored to your dealership.
Fixed Operations Coaching & Mentorship
Services Include:
- Monthly financial and repair order review; receivables and inventory analysis and recommendations for improvement.
- Monthly conference call to discuss observations and performance recommendations.
- Unlimited phone, email and text communication with Dealer Principle, Parts, Service and Body Shop Managers.
- Design and train processes and procedures to improve gross profit, net profit and customer satisfaction.
- Design of pay plans and/or job descriptions for any fixed ops positions.
- Quarterly site visits (optional)
- Discounts for on-site visits
- Low, recurring monthly charges, no contracts.
On-Site Coaching & Mentoring
On-site assistance with parts, service and/or body shop operation:
- Review current processes - design and assist in implementation of process improvements
- Creation of pay plans and/or job descriptions for fixed ops employees
- Develop and implement production objectives
- Training and coaching of new managers
- Screening and hiring of new managers
- Training and coaching of service advisors
- Body Shop Repair Planning development and implementation
- Creation and training of written Multi-Point Inspection process
- Review and improve dispatch process
- Create solutions for any other specific concerns
- Billing per day plus expenses
Service Advisor University
Includes custom design, preparation and presentation of Service Advisor training curriculum, including the following modules:
- Fundamentals
Why change?
Relationship Selling versus Transactional Selling
Service "Disney Style"
The "One Hour Text" - Increasing the "WOW" factor
Building rapport with guests
- Writeup Process & Selling Skills
Recognizing behavior patterns
Write-up processes including: walk around, menu presentation, inspection
Managing the Customer Experience - communication throughout the transaction
The Promise of Great CSI
Using Quarter-Time and RIM inspection process
- Manufacturer and Extended Warranties
Warranty and Policy philosophies
Interactive review of specific manufacturer's warranty and policy
- Active Delivery Process
Creating a memorable experience
Setting next appointment
- Phone Skills Training
Making the phone your "friend"
Selling to a "visit"
This training concludes with implementation of a manager follow-up program to assure success of training.
On-site Parts, Service or Body Shop Evaluation
This is an extensive on-site review of the following components:
- Departmental Financials
Financial Statements
Technician Productivity
Cost of sale and gross profit percentages
Technician utilization
Effective Labor Rates
Advisor processes and closing ratios
- Warranty and/or Body Shop receivables
- Parts Department inventory turns and obsolescence
- CSI results
- Customer and repair order flow
Once the information is compiled, a complete report and list of recommendations will be presented.
- Specifically designed for your dealership with implementation recommendations
- Projection of consequential financial expectations
Technician Development Program (TDP)
Most often, Technician training programs fail of have lackluster results in training new technicians. This is a result of poor direction for the apprentice and the desire for instant gratification from the apprentice. The apprentice desires to be an instant success.
Many times, the apprentice has spent up to two years in technical school, only to get a $10 or $12 per hour, performing oil changes and recalls. This quickly turns old and the apprentice defects to a construction (or whatever) job for another dollar or two per hour.
At Fixed Ops Resource, we develop, train and implement a structured teamwork environment for mentoring and developing productive technicians, quickly. This process includes:
- Recruiting system for selection and hiring of prospects
- Development of a formal, written, structure for TDP, based on your dealership or group's needs
- Development of formal checklist and promotion expectations
- Training and implementation of TDP
It's a known fact that technicians that development within an organization are more loyal to that organization than technicians that are just "hired". In addition, a solid TDP helps current, older technicians with an opportunity to grow within the organization as a trainer.