For the last couple of months I have been discussing the importance of training the Service Advisor. They see more customers and they produce more profit than car sales, but get little or no training in comparison.
I have discussed types of training for the Service Advisor, like the “Interactive Walk Around” and how Volvo profited from its implementation. I have also discussed when to do the training without impacting productivity or profits with our “Real Time Service Advisor Training”
However, if you have had any type of sales training, everyone is fired up, you will hear “best training I ever had”, but after a couple of weeks most people go back to doing what they did before! So how do you make new training last and profit from the investment?
Training The Trainer
If you have ever been through dog training, they do not train the dog they train the owner. The same principal applies with Service Advisor training, you need to train the Service Manager to the new policies and teach them how they can manage and coach the Service Advisor. We spend 75% of the timing training the Service Manager and 25% with the Service Advisor. We teach goal setting, accountability and coaching techniques. We follow up weeks and months after the training is complete to assure that the new policies are still being used and work with Fixed Operations to see the profit!