team work on the service desk

[mark vandersteeg]

use a sliding scale that balances csi with production. if you email me i can send you an example of my formula.
mvandersteeg@prestigeimport.com

[mbrandon]

Have you looked at your entire process beggining with appointment scheduling ? It seems to me that the issue is the process not the pay plan. Make sure what ever process you put in place you can inspect. Otherwise the advisors will just end run it.

Are your customer appointments set with a particular advisor?

If a customer comes in and does not know who their appointment is with, will your systems indicate the assigned advisor?

If you can answer yes to both questions, then what are the penalites for an advisor knowingly bird dogging a customer without the assigned advisors approval?

Just some thoughts. Use them as you will

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The cheese has moved. Time to go find new cheese.

[y2jcoot]

I have this same problem at me desk, I have seen the best way to deal with it is make yourself more visible at the desk. I also had numerous meetings and motivational speeched about teamwork and nothing really worked. Changing the pay plans does not work either. The best solution is either examine the personalities at the desk or just stay on them until it becomes habit for them to help each other when ever needed. This took me over 2 months to accomplish, but with the selling they all did I did not want to change personell, so I just continued to coach and now it is more of a maintenance thing.

[spwilkins]

When I was and Advisor, we were paid a percentage of our sales based on the departments ranking among the other dealers in our group. If our service department rated as one of the top 3, we each got 6 percent of our total sales. 4th though 8th we got 5 percent. And if we, as a group, got 9th or lower then we only got 4 percent. We had the number one rated Service Manager, Parts Manager, and 1st, 2nd, and 3rd rated Service Advisors in our dealer group. Plus we had advisor making 70k plus - and that was 10 years ago!