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Yesterday I attended some factory required training, warranty training to be exact. Yes, I know what you're thinking, warranty again, how many times can they beat this stuff into our heads! After 20 years of being a Fixed Ops Manager, I have definitely had my fill of warranty rules, regulations, and especially the dreaded audit! Each manufacturer does it differently, but in the end, they are all basically the same. But not this time, this class was actually teaching us how to make more money, and get every flag hour we deserved!
At first, I thought maybe I went into the wrong conference room, but no... there on the table was my tent shaped name card, handy workbook and the famous cheap pen. Can't they afford a pen that will last through the class? So there I was, saying to myself, "try and take one good thing back with you, and the meeting will be a success" Never heard that before, right? Not only did I take numerous great ideas back with me, I was actually energized when I left the meeting! My point to this whole thing is, never turn down, or keep your employees from attending any training that is provided by the dealer or factory, ever! As a Service Director, we all get tired of being short handed due to the constant demands of continuous required technician, advisor or support training.
We need to remember back when it was us moving up in the ranks, and let our employees enjoy the benefits of "free knowledge" just like we did. The best part of the day was seeing my newest addition to our warranty team suck up the information and diligently write it all down. Man, I can't remember the last time I did that! How do you feel about the factory's high demands on training standards? Are they over the top, just right, or too little?