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Bart Wilson

Bart Wilson Director of Operations, Media

Exclusive Blog Posts

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Separate the Work: Getting Results from Training

In the 2016 DrivingSales Executive Summit, John Boudreau introduced a concept called "separate the work".  He defines this as identifying the parts of a job role that can see increased performance from training.  Let me explain.

Think of a receptionist.  For our example, let's assume that one of the tasks of this role entering customers into the CRM.  This needs to be done properly, with good spelling and grammar, and it needs to be done in a timely fashion.  But there isn't much more to it than that.  The difference between a poor receptionist and a good receptionist wouldn't be drastic here.

Another function of this receptionist's role is greeting customers on the phone and transfering them to the proper department.  The difference between a poor and high quality receptionist is drastic here.  We've listened to a lot of phone calls.  Trust me.  There is a difference.  Between their greeting, the tone of voice, how efficient they are in transferring, there are multiple opportunities to create a favorable impression here.

Using this example, most of the training efforts should be spent on phone skills and interacting with customers.  Your dealership can benefit most by focusing here.

Let's take a look at the sales manager position.  If you walk into a dealership, the sales manager is always busy.  There are no shortage of tasks for them to do.  In my opinion, there are two functions essential to this job role.  The first is having high-quality conversations with customers.  Selling cars.  The other?  Having high-quality conversations with the sales staff.  Developing people.  How often are your managers doing 1 on 1's with your staff?

Here's another way to separate the work.  What tasks are your managers doing that you could pay someone $10 an hour to do?  Not that you need to add more staff, but if these tasks can be accomplished by someone with a lower skill set, they probably are functions of that job that require emphasis and training.

Bottom line: separate the functions of the different roles in your dealership and identify the elements that need focus and training.  Build your training regimen around these important areas and see lift from your training efforts.  The bigger the opportunity, the higher the priority.

Check out John's entire interview here.

Bryan Armstrong

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