Marine Dealer Conference & Expo

MDCE 2017• 21 TUESDAY, DEC. 12TH 8 – 9:15 A.M. / ALL SKILL LEVELS / Master the Write-Up The write-up is far more than simply generating a work order. It builds (or breaks) customer confidence and trust in the entire dealership, and it makes (or breaks) profitability. Miscommunication at write-up is the No. 1 cause of comebacks, and so often, it is preventable. This session will look at what master advisors do to build rapport, identify needs, make recommendations, address concerns and reach agreement with the customer, one write-up at a time. When the write-up is done well, the shop runs smoother and more profitably. By Valerie Ziebron, VRZ Consulting WALK AWAY WITH: An effective write-up coaching tool, 10 things that should be on every work order, and tips for overcoming common service objections. 10:30 – 11:45 A.M. / INTERMEDIATE / Coach Your Service Team for Success Coaching isn't easy. And while coaching in the service department can be par- ticularly challenging, retaining your service employees and maximizing their per- formance has never been more critical, particularly in today's technician-starved job market. This session will help you understand the fundamentals of good coaching and develop a coaching action planning playbook for your team. This simple yet effective system includes a temperament-based grid you can use to learn how to apply coaching styles to different team members while keeping the integrity of the team intact and ramping up motivation and performance. By Jim Million, Professional Resource Group, Inc. WALK AWAY WITH: A coaching action planning playbook, including handouts, videos and exercises you can bring back to increase performance. 2:30 – 3:45 P.M. / ADVANCED / Shop Talk: Master Communication Inside Service Communication is one of the most important components to a profitable, pro- active dealership, but it often feels like a drag. We know we need to share our goals with the team, bring up challenges and solutions, and get everyone on the same page. But who has the time, what's the best way to do it, and what do you say? This session will provide you with easy-to-use tips and tools to help you plan internal shop communication. You'll leave knowing how to keep your team on track and drive continuous improvement in your shop with short, effective communications. By Valerie Ziebron, VRZ Consulting WALK AWAY WITH: An easy-to-use shop communication template, an effective strategy for keeping meetings positive, a list of suggested communication topics and 10 tips for dealership meeting success. WEDNESDAY, DEC. 13TH 8 – 9:15 A.M. / ADVANCED / Increase the Profit of What's Already on Your Lift If a boat isn't sold today, we can try again tomorrow. But if we don't sell all of our available labor hours, we've lost that revenue forever. How do we success- fully add more hours to every invoice? This session focuses on the science of selling and how this process can be engrained into the conversation of every service writer or advisor. It's time to get more than just the low-lying fruit. By Jordon Schoolmeester, Garage Composites WALK AWAY WITH: A sales process you can adopt to increase your service sales and profits. 10:15 – 11:30 A.M. / FUNDAMENTAL / Keep Your Surgeons in Surgery The surgeon doesn't roll in his own patient. He doesn't administer the anesthet- ics. He doesn't stage the scalpel, forceps or gauze, and he certainly doesn't clean the bed pan during recovery. The surgeon's tasks are extremely special- ized so that the less complicated tasks can be accomplished by nurses as the surgeon goes on to help the next patient. Similarly, in a marine dealership, the technician's labor hours are the most profitable product being sold. Just like in a hospital, we must optimize the technician's time in order to produce cash flow that is the lifeblood to the dealership. Attend this seminar to gain the tools to run your service department like an operating room. By Jordon Schoolmeester, Garage Composites WALK AWAY WITH: A repair order road map and an efficiency checklist. service PLUS Track "IT WAS OUR FIRST TIME THERE. WE WERE VERY IMPRESSED WITH EVERYTHING WE TOOK AWAY. EVERYONE SAID THEY LEARNED A LOT." – Frank Ferraro, Nautical Ventures Group

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