Digital Dealer - January 2018 - 40

F I X E D O P E R AT I O N S

Continued from pg. 39

balance, 45% of employees disagree. This is
particularly notable when
the importance of the
candidate referral factor
is considered. I personally have found that is
crucial to have a downand-dirty work-life conversation with prospective
employees before they
are hired, to minimize future bombshells for both
parties.
Service and parts
department excellence is
difficult to deliver consistently, especially when
these operations are being pressured to remain
open far more hours than

rodeos.
Another trend is
working with employees
to train and move them
up in the organization.
Regarding technicians,
growing your own crop is
the smartest move any
leader can make as I see
it. That means organizing and documenting a
specific training / testing
/ hands-on learning plan
with specific and measured objectives - a far
cry from the too common
"take some tests when
you get time Tonto" strategy. I see a lot of weakness here, with training
being driven primarily
by factory requirements,
rather than a structure
dictated by management.
BOOMERANGS

Ms. Cox identified that
a surprising 50% of former employees consider
returning to their former
employer. Every boss
reading this has experienced the techs or other
staffer who finally figured
out that the "grass ain't
greener down the street"
and they want to come
home. The vital lesson
here is to stay in touch
with the former employees you didn't want to
lose - don't write them off
as gone forever. Think
of them as alumni Ms.
Cox noted, and she even
mentioned one company
hosting regular so-called
alumni picnics - an
interesting approach to
staying in touch!
Another angle regarding employee retention,
Ms. Cox identified that
while 67% of employers
feel that their workers
have a proper work-life
40

JANUARY 2018

out of these vital basics.
MILLENNIALS
ARE US

Like it or not, millennials make up the largest
workforce, so figuring out
what works with these
current and potential
subordinates is not an
option. Ms. Cox noted
that while this group
needs to be motivated
(enticed?) differently,
keeping in mind that they
grew up with "customized
experiences." It's best
to approach their work
as more of a short-term
"tour of duty" (loved that
description) with specific
goals and unique rewards

...WHILE 67% OF
EMPLOYERS FEEL THAT
THEIR WORKERS HAVE
A PROPER WORK-LIFE
BALANCE, 45% OF
EMPLOYEES DISAGREE."
in past times. I have had
to advise some of my clients to close the unprofitable servicing hours (after
a thorough study is completed) due to employee
burnout, inadequate
service delivery, poor CSI
responses, and pending and past employee
turnover, as well as the
inability to attract competent professionals. I have
confirmed that focusing
on developing a firm and
productive customer/ASM
servicing relationship
is more important than
anything else, followed by
proper scheduling, and
work quality. Much of the
rest is copy-cat window
dressing too often sucking the available energy

D I G I TA L D E A L E R . C O M

(alotta recognition) aimed
at their individual needs
- which you better figure
out early. For instance,
she stated that "time is
currency" for most, which
can be managed to meet
both their goals and
company needs utilizing
a plan. It won't happen
automatically, or again it
might, tossing an ill-timed
fire cracker into a preplanned work schedule -
you know what I mean if
you have been managing
more than three weeks.
While none of this is
social media extravaganza is simplistic, it isn't
rocket science either, and
with the hiring challenges
I am seeing universally
in dealer circumstanc-

es, it appears to be an
improved option. Ms. Cox
told me she is available
to answer questions by
contacting her at CoxP@
northwood.edu. She
knows her subject matter
well so I wouldn't hesitate
if you want to know more.
SOCIAL MEDIA OPTIONS

As you likely know,
there are numerous
options for reaching
out with social media
outlets. I ran across a
handy list of them and
more importantly who
and what participates in
each (i.e. age - gender
- etc.) so one can study
the fit of each to recruiting efforts. If you'd like
a copy send a note to
Ed@NetProfitGroup.com
and put on the subject
line "Social Media stuff-I
wanna know" and one
will magically show up in
your email forthwith. You
will find out where you fit,
or like me, you may find
you don't fit at all.
.
ED KOVALCHICK
has traveled the world
training and consulting
in fixed operations with
manufacturers and dealers.
His extensive background
includes master technician
status, independent
shop owner, dealer with
all Chrysler & Nissan
franchises, and founder
of Net Profit Inc., fixed
operations consulting and
training. He is a graduate of
the University of Louisiana,
and has served as state
president of the Automotive
Service Councils, and the
advisory boards of Wyo
Tech and Virginia College.
He has been a regular
columnist and conference
presenter with Dealer
Magazine and Digital Dealer
since 1995. EMAIL: Ed@
NetProfitGroup.com.


http://www.DIGITALDEALER.COM

Table of Contents for the Digital Edition of Digital Dealer - January 2018

Digital Dealer - January 2018
Contents
The Art of Handling Mistakes
Motion and Commotion – The Buy/Sell Market Intensifies
You Don’t Have to Be Blood to Be Family in the Dealership
Shifting From Crisis to Opportunity
Warning! Your Customers Know More Than Your Salespeople. But Not for Long.
Advertising Your Tech-Spertise!
From the Show Director
Drawing the Curtain Back
Digital Dealer Workshops Chicago
Cover story
Interview with the 2018 Chairman of the Chicago Auto Show
Ready… Fire!...Then Aim
Turning Cash Buyers into Auto
Need a Tech – Keep a Tech or Other Staffer?
The New Car Buyers’ Clinic: A Case Study in How to Royally Mess It up!
The Pros and Cons of Building a Dealership Facebook Page
Is Your Dealership's Advertising Stuck in the '60s?
4 Ways to Sell More Cars in 2018
Digital Dealer - January 2018 - CT1
Digital Dealer - January 2018 - CT2
Digital Dealer - January 2018 - Digital Dealer - January 2018
Digital Dealer - January 2018 - Cover2
Digital Dealer - January 2018 - 1
Digital Dealer - January 2018 - Contents
Digital Dealer - January 2018 - 3
Digital Dealer - January 2018 - The Art of Handling Mistakes
Digital Dealer - January 2018 - 5
Digital Dealer - January 2018 - 6
Digital Dealer - January 2018 - Motion and Commotion – The Buy/Sell Market Intensifies
Digital Dealer - January 2018 - 8
Digital Dealer - January 2018 - 9
Digital Dealer - January 2018 - 10
Digital Dealer - January 2018 - 11
Digital Dealer - January 2018 - You Don’t Have to Be Blood to Be Family in the Dealership
Digital Dealer - January 2018 - 13
Digital Dealer - January 2018 - 14
Digital Dealer - January 2018 - Shifting From Crisis to Opportunity
Digital Dealer - January 2018 - 16
Digital Dealer - January 2018 - 17
Digital Dealer - January 2018 - Warning! Your Customers Know More Than Your Salespeople. But Not for Long.
Digital Dealer - January 2018 - 19
Digital Dealer - January 2018 - Advertising Your Tech-Spertise!
Digital Dealer - January 2018 - 21
Digital Dealer - January 2018 - From the Show Director
Digital Dealer - January 2018 - 23
Digital Dealer - January 2018 - 24
Digital Dealer - January 2018 - Drawing the Curtain Back
Digital Dealer - January 2018 - 26
Digital Dealer - January 2018 - Digital Dealer Workshops Chicago
Digital Dealer - January 2018 - Interview with the 2018 Chairman of the Chicago Auto Show
Digital Dealer - January 2018 - 29
Digital Dealer - January 2018 - 30
Digital Dealer - January 2018 - 31
Digital Dealer - January 2018 - 32
Digital Dealer - January 2018 - 33
Digital Dealer - January 2018 - Ready… Fire!...Then Aim
Digital Dealer - January 2018 - 35
Digital Dealer - January 2018 - Turning Cash Buyers into Auto
Digital Dealer - January 2018 - 37
Digital Dealer - January 2018 - Need a Tech – Keep a Tech or Other Staffer?
Digital Dealer - January 2018 - 39
Digital Dealer - January 2018 - 40
Digital Dealer - January 2018 - The New Car Buyers’ Clinic: A Case Study in How to Royally Mess It up!
Digital Dealer - January 2018 - 42
Digital Dealer - January 2018 - The Pros and Cons of Building a Dealership Facebook Page
Digital Dealer - January 2018 - 44
Digital Dealer - January 2018 - Is Your Dealership's Advertising Stuck in the '60s?
Digital Dealer - January 2018 - 46
Digital Dealer - January 2018 - 47
Digital Dealer - January 2018 - 4 Ways to Sell More Cars in 2018
Digital Dealer - January 2018 - Cover3
Digital Dealer - January 2018 - Cover4
http://www.nxtbook.com/nxtbooks/digitaldealer/dd26showdirectory_042019
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http://www.nxtbook.com/nxtbooks/digitaldealer/201903
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