Be The Change
What are the 3 pillars of leadership
Choice
Correction
Competence
Every car, gets a _______ every time.
Every car, gets a PRE-SCAN every time.
______ things make a ________ impact.
Small things make a big impact.
What is the number one thing that makes customers buy?
Relationship
Yesterday Guy discussed Customer Segmentation:
What is the focus of most fleet customers?
Speed of service
or
extended vehicle life
What is an ideal close ratio?
50%
"Leadership is _______."
- Kobe Bryant
"Leadership is Lonely"
- Kobe Bryant
"The ____ doesn't fail you, you fail the ____."
- Andrew Fischer
"The PROCESS doesn't fail you, you fail the PROCESS."
- Andrew Fischer
We have to define _____ at least once a quarter?
We have to define ROLES at least once a quarter?
What can alter time?
Communication
When building trust and rapport with customers first impressions matter.
Name one example of how we make a good first impression on our customers?
General appearance of shop
Friendly greeting
Genuine interest in customer concerns
Fix the ____, Fix the ____.
Fix the CARS, Fix the SHOP.
"Leadership is not about being right its about ______ __ _____."
- Ryan Hillenbrand
"Leadership is not about being right its about GETTING IT RIGHT."
- Ryan Hillenbrand
Install a _____ on every vehicle during the diagnostic process.
Install a BATTERY MAINTAINER on every vehicle during the diagnostic process.
Who needs to have the "big picture" in the shop?
The Manager
What is the most important thing to manage after the sale?
Expectation.
It is best to be ___________ & ______ with customers when discussing services, pricing, delays, etc.
It is best to be TRANSPARENT & HONEST with customers when discussing services, pricing, delays, etc.
What is the 300% rule?
Present 100% of the product, to 100% of your customers 100% of the time.
"Attitude reflects __________, Captain."
- Remember the Titans
"Attitude reflects LEADERSHIP, Captain."
- Remember the Titans
Always check _____ to see if there has been a "code clearing event".
Always check monitors to see if there has been a "code clearing event".
Most people directly trade ____ for _____?
Most people directly trade TIME for MONEY?
Four things that make a customer buy.
1. Relationship
2. Trust
3. Efficiency
4. ___________
Convenience
What does USP stand for?
Unique
Selling
Point
What does the acronym T.A.Q. or T.A.R.O. stand for
Tech Average Quote or Tech Average Repair Order
___ kills leadership abilities.
EGO kills leadership abilities.
Low voltage conditions can cause _____ codes.
Low voltage conditions can cause GHOST codes.
Big ______ swing on small _______.
Big doors swing on small hinges
Would you like to use our money or _____?
Would you like to use our money or YOURS?
Two best practices for identifying customer needs are Active Listening and ____ _____ _________.
Two best practices for identifying customer needs are Active Listening and OPEN ENDED QUESTIONS.
How often should you hold a production meeting?
Daily