RV PRO

September '15

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rv-pro.com September 2015 • RV PRo • 59 administrators – and then ask yourself this question: "If I knew then what I know now would I hire this person?" Remember, there are only two reasons why any employee is not a top performer: They either don't know how to or they don't want to. The first scenario can be cured with training each employee how to perform at a higher level; the latter can be cured with an aggressive recruiting campaign that will attract those who want to do what you hire them to do. If you answered the above question honestly, my guess is many of you will be in the recruiting mode for new hires, so I want to give you some ideas for recruiting the right people. Service Advisors Drive Growth A key position for building gross profits is that of the service advisor. These people speak with more customers on the phone than any other employee in your dealership – other than the phone receptionist. These people speak with more customers face to face than anyone else in your dealership. Who do you think has the most impact – good and bad – on a dealership's customer retention? Who do you think has the potential to produce $500,000-plus in gross profit per year? The answer on both counts is the service advisor. This is a very important position and requires a definitive plan for recruiting qualified candidates to achieve top performer status. Here are some simple rules to follow: • Do not hire an experienced service advisor who has not exceeded 2.0 HPRO (hours per repair order) – you don't need to hire someone else's underachiever. • Recruit aftermarket advisors and managers – they all have had proper training and understand accountability for performance. • Recruit aggressively for women – at least half of your cus- tomers are women. • Advertise "no experience necessary". Yes, really. On the plus side, there are no bad habits to break. • Do not advertise for service advisors. Instead, use titles that will appeal to higher number of applicants, such as customer service representative, customer service associate, service secretary, administrative assistant for customer service, etc. Your goal is to interview as many applicants as possible. I actu- ally got the idea of advertising for a "service secretary" from one of our dealers who ran this ad and had more than 50 applicants show up – mostly women. We interviewed and profiled the applicants, then hired a young lady, gave her five days of training, compensated her on a perfor- mance-based pay plan and watched her finish her first month at 1.8 HPRO followed by her second month at 2.1 HPRO. She has You can achieve greater success than you ever imagined. We can help you develop a Profi t Improvement Plan—the plan you need—and show you how to achieve it—all at no cost or obligation to you. You can achieve greater success than you ever imagined. We can help you develop a Profi t Improvement Plan—the plan you need—and show you how to achieve it—all at no cost or obligation to you. Call Don Reed Toll-Free: 1.877.RV.PROFIT or 1.877.787.7634 Email: dreed@dealerprotraining.com Don Reed, CEO rvdealerprotraining.com Do you have a plan for achieving 100% Shop Productivity? DEALERPRO delivers CEU's for Mike Molino RV Learning Center Certifi cations • Training Center • In-Dealership • Online DPRO-229RVDealerPro3_375x4_875AdRVP2.indd 1 8/18/15 3:33 PM

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