fact that they are independent from each other clear up front and be sure to handle both in accordance with the process that you set up. If you have someone struggling to get to where they need to be daily, you must already know. Finding out on Friday morning is too late. You have already lost. The Dealer Principal or the General Manager need to attend this huddle as often as possible. Complete Team buy in is the key to proper execution! COACH YOUR ADVISORS ON HOW TO DO THEIR HOMEWORK Early in my career, I was taught the very best practice was to complete your homework every single day. This was explained as a non-negotiable rule. Call your client every single day at 10 o'clock and 2 o'clock. Even if you do not have an update, at least touch base and let them know you have not forgotten about them and that they are still a priority. For 30 years now I have offered all of my Advisors-in-training a challenge - one that I have yet to need to pay out. This is how it goes: The very first time I receive a phone call from a client asking me to please stop the Advisor from calling the client so much, I will give the Advisor my next paycheck. I repeat for emphasis, I have yet to have to pay that out. DO NOT LET THEM OUT WAIT YOU So many times, a Dealer Principal or General Manager comes back from a meeting with the new shiny penny solution that is going to solve all the world's problems. There comes a point where the Service Manager and Service Advisors will just go through the motions of the program until ultimately it is not the focus any longer. The ultimate kiss of death is the top right-hand drawer of the Service Advisors desk. This is where, after waiting long enough, things go to die. This may be the best example of lacking execution. THE ACTIVE DELIVERY IS THE CANDLE ON THE CAKE THAT MUST BE LIT The Service Advisor's job is certainly one of the hardest in the entire dealership. There is no question about MARCH APRIL 2024 || FIXED OPS MAGAZINE 21