ATcon Performance Groups typically assemble in groups of not less than 10 fixed operations managers or directors for the purpose of transferring information. It’s not just a “beat up” session over the numbers like the dealer 20 Groups, there is advanced service management training to facilitate learning and information exchange as well as discussion for improving all areas of fixed operations performance. Every participant comes away from the session refreshed and loaded with ideas and, most importantly, a commitment to action. Participation is limited to managers and directors. Dealers or general managers may attend only if accompanied by their manager since attendance requirements are intended to protect the personnel of other dealerships who attend without their dealer.
Here are some recent topics of discussion and a sprinkling of the ideas brought forth:
• Increasing traffic – Using social media to build image and drive traffic, Service specials – coupons on Craig’s list, movers list, and building DMS lists for customer “campaigns”.
• Service Advisor Training – Developing a sustainable plan starts with setting the expectations, training to the expectations and following up to be sure they are being carried out as intended.
• First appointment retention– Starts with the t/o from sales, get the appointment set and follow up. Without the proper process, even the free ones don’t return.
• Increasing ASR performance to maximize service advisor up-sells – A presentation structured to be customer friendly, allows the customer to proceed at their pace, prioritized to assist them in making an informed decision.
• Finding and hiring quality technicians – We seem to find them but most negotiate a pay raise and stay where they are.
• CSI scores – Do you manage the number or the process represented by the number? The score is generally a direct indication of the processes already in place.
• Porter usage – Battery checks, fluid samples, starting the walk around, and setting up the t/o to the advisor.
• Pay Plans – Changing them without causing a riot, setting the stage and building the excitement. Employees should come away from pay plan discussions feeling motivated and excited.
• Pay Plans for Parts Personnel – Congruent goals and pay plans for service and parts. When we have different departmental goals we should not expect harmony.
• Other activities throughout the session are, as follows:
o Tune up training – A refresher on a particular aspect of the business – this could be financial, customer handling, merchandising, marketing, retention, etc.
o Best Idea Contest – Members prepare and present their best idea and the group votes for the best of the best.
o Financial Composite Comparison – A group review and discussion of key performance indicators and an open discussion on how to impact performance.
o Special Training Topic – a topic chosen by the group for an in-depth moderator led training and discussion session.
o Commitments – Each manager reduces his/her commitments to writing at each session. At the next meeting, the commitments are reviewed and the progress (or lack of) discussed which leads to peer motivation to the item(s) that the manager chose to act upon.
What the attendees are saying:
• “Best meeting I’ve attended in years.”
• “I have some great input to act on when I get back to the store.”
• “It really helps…finding out what other dealers are doing to improve their business.”
• “I like the best idea, these are things I can go back and implement tomorrow.”
• “I like finding out what other franchises are doing – it helps get me out of my rut.”
Like to find out more? Consider yourself invited!
Click here to view the schedule and enroll now! Or give us a call at 800-692-2719 to find out when the next session will be held.
