The Lowell-Down
Close ratio is a good indicator of _____?
Trust
Culture starts at the ___.
The Top
Dispatching is done when?
All day long
When hiring, You Can't fix what?
Attitude
Where should a Level 1 write up conversation happen?
At the employee’s desk or toolbox
What does ABC stand for?
Action, Belief, Consequence.
What does ECET stand for?
Every Car Every Time
Managers and Foremen should disagree in private, and align in _______.
Public
What is the importance of the morning huddle?
To set expectations
What is the best way to find employees?
Networking / Referrals
What Level is a Formal Warning Write Up?
LEVEL 3
What are the two daily goals every shop has?
[1) Every tech wrenches at least 8 hours and
2) the shop sells it’s daily GP$ goal.]
If you fix the _____, You fix the _____.
If you fix the cars, You fix the shop.
What was the title of the Manager's story in Guy's talk on Leadership Balance?
The Juggler
How often should a 1 on 1 performance review be done?
Quarterly
When someone is burnt out, what do you need to learn?
Their pain point
What Level of write up is used for repetitive tardiness?
Level 2
What is a WIG?
Wildly Important Goal.
TRUE OR FALSE
AWRO is an accurate way to audit inspections?
False
What was the title of the Foreman's story in Guy's talk on Leadership Balance?
The Firefighter
Bottlenecks are found quickly where?
The workflow board
If you answer questions before they are asked, you are removing WHAT?
RISK
True or False.
Declined Sales is a great place to find opportunities in your shop.
True
How often should you revisit your vision for your life?
Daily.
What is the minimum hours of production a drive on lift should produce each week?
16
Money Loves what?
Speed
How often is the board checked by management?
All the time
How fast should you reply to a new employee?
24 hours
_______ is the driving force behind success.
Motivation
What is a Lead Measure?
These are the measurable things you can track that directly influence / impact the lag measures.
What is HPC an indicator of?
Consistent inspections
What's the formula to determine GP$ per hour?
Total GP$ divided by Billed Hours.
How is workflow perfection obtained?
Discipline/accountability
Criticize in _____, Praise in _____
Criticize in private, Praise in public
If it’s not documented it ___ ___ _____.
Did not happen
What is a Lag Measure?
This is the data on the back end, your traditional posted ticket data is a lag measure. Hours, ARO, Car Count, Tech Quote, Closing Ratio, etc.
How many hours should a 2 post lift produce per week?
40
Never discount a technicians hours without doing what first?
Asking them
How do FOH and BOH co-exist?
Communication
Your employees need to know how to ___!
Win
What do you write on the flash cards?
Your goals.
What is a De-Energizer?
A physical activity with the intent to get out of an emotionally distracted state.