Service Advisor Problem

[bob s]

I'm a new manager your advise will sure help. I have a one person night shift advisor who is very dependable and overall good advisor. Problem is I can't get him or night techs to use inspection sheets. Do not have this problem with the day shift.Did the motivation speech/get them to buy in " which they say they do" but still dont use.Use of these is standard procedure. When asked why not used never get an acceptable response. How would you handle this? Thanks

[skittlecar1]

"very dependable and overall good advisor"

-Not if he isnt doing his job.

JMO

[2wheels4me]

You have to make sure they know you're serious. What is "standard" for one person or group must be standard for the others. Give them one more verbal, then write them up. If you don't already have a discipline form of some sort get one (I'll send you one if you like). Be sure to be clear and concise. Describe what they're doing wrong. If possible, refer to a written rule or policy. Also state how many times they've been warned and the consequences of not complying. Something like "any future recurrence of this violation may lead to disciplinary action up to and including termination". Make sure they know the form is going in their employee file and give them an opportunity to respond in writing, as well.
I'm curious, were you promoted from within the store? It can be very difficult to transition from peer to supervisor. You don't want to be a tyrant but you can't be their friend anymore, either.

[oldsfan]

You could try a suprise spiff one week or month. Make sure you hand out the money when the rest of the advisors are all present.Give at least a little something to the day writers using the forms and nothing to the ones that dont. spiff the techs for filters sold etc. but only of the ones with the sheet.

[texaslp]

The problem with a spiff is that it will be viewed as "oh well so I don't use the form and don't get the spiff" and they may not care.

If you want this form used no matter, they have to know there are consequences for not using.

[the hammer]

heres a thought use them or three days off
without pay might grt the point across

[fopsdoc]

I pay one tech to do all inspections. The problem with techs is they do not note the repairs they don't like to perform. Another tech will note the same items over and over. The inspector turns the sheets in to the advisor, the customer is contacted, and the techs have no choice in the matter. Try using a designated inspector and pay him a percentage of what gets sold. You will be surprised.

[topshop]

The designated inspector is an EXCELLENT idea.

As for them not doing the inspections, have you met with that entire team and had a friendly give and take discussion with them about it?

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Tom Ham
AutomotiveManagementNetwork.com

[PARTICUS]

Bob,
If you've already told them more than once, there should be no more discussion. Find out who is complaining the most and make an example of that person. If they're not using them after your speech it can only be for two reasons:
1.They're not intelligent enough to realize the advantages of inspections in today's competitive environment.

2. They're lazy and they just don't care.

Your failure to correct this problem quickly will effect your relationship with your other employees and most importantly with your Dealer. Procedures are meant to be followed DON"T GIVE IN!!! Good Luck.

fopsdoc,
Love the designated inspector idea, do you use an A tech?

[bsilcox]

I was also struggling with the quality of the inspection form from all the technicians. Some would give me a great inspection others would use the inspection for what they wanted to do. About 18 months ago I started a Quick service team that does all quick service and anything else they can do within 3 hours or less. This team now does all the inspections within 30 minutes of write-up then back to the service advisor. Because I use the Quick service team I now pay all my technicians on a variable pay rate. Which means I pay them a reduced rate on all maintenance ops and quick service ops. Increased my gross profit by 9 points and put an extra 30 k to bottom line a month. I have 15 team members in the quick service team and 30 reg line techs. This system works GREAT!!

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Robert "Bob" L. Silcox