Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
H Gregory Gershman

H Gregory Gershman Managing Partner

Exclusive Blog Posts

What’s the Big Deal About Millennials?

What’s the Big Deal About Millennials?

At this point, you’ve probably read countless posts, memes and articles about what millennials are ruining, how they are changing the way things are …

Tips for Selling More Small Cars at Your Dealership

Tips for Selling More Small Cars at Your Dealership

If you own a car dealership, you might have found that a lot of people who come in are looking for trucks, sports utility vehicles and roomy sedans. Ev…

Stocking & Pricing Inventory: Interview With Brian Finkelmeyer

Stocking & Pricing Inventory: Interview With Brian Finkelmeyer

Brian Finkelmeyer, Direct of Business Development at vAuto, discusses the dos and don'ts of pricing and stocking inventory. …

How to Engage "Ready to Buy" Shoppers

How to Engage "Ready to Buy" Shoppers

The stakes are high: sales are slipping, your competition is stiff, and today’s shoppers are the most savvy yet. But there’s good news – there are a…

Upcoming Webinar: Use Your Showroom to Show, Not Sell

Upcoming Webinar: Use Your Showroom to Show, Not Sell

Ecommerce is on the rise, and today's customers walk into your showroom better-informed than ever before. 9 out of 10 customers are more likely to…

Using Core Values to Retain Staff

 

ef3056d19d46e160e12ad259a6c65d0d.jpg?t=1In the last post I spoke about Mission Statements.  The next step in communicating the vision for your store are Core Values and Job Responsibilities.

Core Values are a set of basic principles that guide all the actions from the top down. These can be things like Honesty, Efficiency, Trust, etc.. The best method for putting these together is to have a few brain storm sessions to get a large list and then let executive leadership narrow them down. The reason for having multiple meetings to to get as expansive a listing as possible. If you put everyone together in one meeting once the session gets a direction, it is rare that new ideas are brought forward.

Once you have a list of the priciples, take the responsibilities for each position you have in the store and see how they fit into the core values.  These values are meant to frame how we follow through on each of our responsibilities.  Below are some examples.

Here are a few examples of some key tasks that belong in the professional service writer job responsibility guidelines and how they relate to core values.

Core Value – Efficiency – Giving fellow employees and clients the fastest and easiest method to interact with our dealership; creating a workflow that saves time and money.

Task – Reservations – By using a reservation process, clients will arrive at our dealership at a specific time with complete information on concerns and desired services.  This will enable the dealership to better schedule work including; having parts availability on the initial trip, faster service time since we can plan to have a technician available when the car arrives, and a higher likelihood of fixed right the first time by getting solid information upfront.

Core Value – Transparency – Management and staff will give all the complete information to the clients and fellow employees, allowing for higher customer satisfaction and better decision management.

Task – Active Delivery – Every client will receive an accurate and thorough summary of the diagnosis, accounting of the services performed, and a review of the pricing.  This step ensures client satisfaction with the method, outcome, and charges of any performed.  It also gives the service writer a later review of the repair order to confirm that any and all services were offered.

Core Value – Service – The value of service is the intent with which we interact with clients and one another.  Profit is one of many end results we want within our business such as loyalty, satisfaction, or happiness.  To quote Zig Ziglar, “If you help enough other people get what they want, you will get what you want”

Task – Follow-up – After every face to face interaction with our dealership the client will be contacted to ensure satisfaction and perpetuate our relationship.  Timely follow-up demonstrates our willingness to communicate with clients even when it will not directly create a transaction.  All employees will use the three question format according to the Acura design so we will know if the client received the level of service they expect, and can be proactive if the client knows a way for us to be more efficient.

If you are looking to build a list in your store and want a little help, just reach out. Message me here, or find me on your favorite social network.

Grant Gooley
These are great values! I think the challenge lies in execution. Next post? ;)
H Gregory Gershman
Yes, next post is using meetings to tie these together, and relate them to staff on a daily basis.

 Unlock all of the community & features  Join Now