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What is the “Level of Expectation”?? (Part 4 of 4) – Service Drive

In (Part 1) of this blog, we talked about the experience you receive when you go to a restaurant for lunch.

In (Part 2) of this blog, we talked about the “Level of Expectation” process in your Sales Department.

In (Part 3) of this blog, we talked about the “Level of Expectation” process in your F&I/Business Manager’s Department.

Now….lets talk about setting the “Level of Expectation” in your Dealership’s Service Drive.

The “Level of Expectation” allows you to guide your customer through a series of steps that are clearly outlined for their understanding and review.

Your customer will know exactly WHAT will happen, WHAT ORDER it will happen in, HOW LONG it will take and the information they will RECEIVE to make an intelligent purchasing decision in a TIMELY fashion!!

Today’s customers demand a process that is both professional and transparent!

Today’s customers also want the process to go as quickly as possible!

Service Drive processes vary from dealership to dealership throughout the country.

Let’s outline an example of a Service Driveprocess and how to set the “Level of Expectation for your customer and employees!

EXAMPLE:

The customer enters your Service Drive/Lane.

Upon the initial greeting of the customer, your Service Adviser begins to explain what will transpire from this point going forward.

  • Collecting data on both the vehicle and the customer – 5-10 minutes
  • A thorough Multi-point inspection of the vehicle in the Service Drive/Lane – 5-10 minutes
  • A complete understanding and listening of what the customers vehicles Service concerns may be – 5-15 minutes
  • Service Advisor updating all customer records in the computer – 5-10 minutes
  • Service Advisor relaying to customer an approximate amount of time to service the vehicle – 5 minutes

This initial process can take anywhere from 25-50 minutes.

The Service Adviser then must set the “Level of Expectation” for when the service is completed on the customer’s vehicle.

  • A review of all services performed on vehicle and their appropriate charges (active delivery) – 5-10 minutes
  • A review on what items may need repair on the customers next service visit – 5-10 minutes
  • The setting of the customer’s next scheduled service appointment – 5 minutes
  • Customers payment for services – 5 minutes
  • The escorting of the customer to their vehicle and thanking them for their business – 5 minutes

This part of the process can take anywhere from 25-35 minutes to complete.

DON’T let your customer get frustrated and upset by “thinking” that the process is taking too long!

Remember, the customer has no idea of what the process is or how long it takes unless YOU tell them. And isn’t a calmer customer more easy to speak with than an upset and frustrated customer??

Will you have point of sale material around your Service Driveto aide your team in conveying yourDealerships Service Drive processes to the customer?

  • Banners
  • Table toppers
  • Posters
  • Video explanations on Service Advisors computers
  • Video explanations on your Dealership website

By providing a “Level of Expectation” in your Service Drive, it will do two things.

  • It will give the customer a clear and professional expectation of what will transpire on their visit and how long it will take.
  • Your Service Advisor will clearly, professionally and consistently give the same exact presentation and process to all of the customers.

By setting the “Level of Expectation”, your Dealership will quickly become proficient, consistent and professional!

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 15, 2011 in Archive of all blogs

 

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What is the “Level of Expectation”?? (Part 3 of 4) – F&I/Business Manager

In (Part 1) of this blog, we talked about the experience you receive when you go to a restaurant for lunch.

In (Part 2) of this blog, we talked about the “Level of Expectation” process in your Sales Department.

Now….lets talk about setting the “Level of Expectation” in your Dealership’s F&I/Business Manager Process.

The “Level of Expectation” allows you to guide your customer through a series of steps that are clearly outlined for their understanding and review.

Your customer will know exactly WHAT will happen, WHAT ORDER it will happen in, HOW LONG it will take and the information they will RECEIVE to make an intelligent purchasing decision in a TIMELY fashion!!

Today’s customers demand a process that is both professional and transparent!

Today’s customers also want the process to go as quickly as possible!

F&I/Business Manager processes vary from dealership to dealership throughout the country.

Let’s outline an example of an F&I/Business Manager process and how to set the “Level of Expectation for your customer and employees!

EXAMPLE:

Upon completion with the selling of the vehicle with all of the appropriate purchase and sales agreements signed, your F&I/Business Manager comes out onto the showroom floor to execute a “pre-interview” with the customer.

The pre-interview allows the F&I/Business Manager to get acquainted with the customer.

However, the customer has very little idea of what will happen going forward. Let’s give the customer that information!

The F&I/Business Manager, during the pre-interview, begins to set the level of expectation of what will happen from this point forward.

  • Loading computer with customers personal data – 10 minutes
  • Dealership and customer reviewing Motor Vehicle/Title Paperwork – 5-10 minutes
  • Dealership and customer reviewing optional products – 5-15 minutes
  • Dealership and customer reviewing Finance/Lease documents and contracts –  15-25 minutes

The F&I/Business Manager can then relate to the customer what is going to transpire at how long it should take, (35-60 minutes to go through all the steps completely)

DON’T let your customer get frustrated and upset by “thinking” that the process is taking too long!

Remember, the customer has no idea of what the process is or how long it takes unless YOU tell them. And isn’t a calmer customer more easy to speak with than an upset and frustrated customer??

Will you have point of sale material around your showroom to aide your team in conveying your Dealerships F&I/Business Manager processes to the customer?

  • Banners
  • Table toppers
  • Posters
  • Video explanations on Salespersons computers
  • Video explanations on F&I/Business Mangers computers
  • Video explanations on your Dealership website

By providing a “Level of Expectation” in your F&I/Business Manager’s office it will do two things.

  • It will give the customer a clear and professional expectation of what will transpire on their visit and how long it will take.
  • Your F&I/Business Manager will clearly, professionally and consistently give the same exact presentation and process to all of the customers.

By setting the “Level of Expectation”, your Dealership will quickly become proficient, consistent and professional!

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 14, 2011 in Archive of all blogs

 

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What is the “Level of Expectation”?? (Part 2 of 4) – Sales

In (part 1) of this blog, we talked about the experience you receive when you go to a restaurant for lunch.

Now….lets talk about setting the “Level of Expectation” in your Dealership’s showroom.

Today’s customers demand a process that is both professional and transparent!

Today’s customers also want the process to go as quickly as possible!

The “Level of Expectation” allows you to guide your customer through a series of steps that are clearly outlined for their understanding and review.

Your customer will know exactly WHAT will happen, WHAT ORDER it will happen in, HOW LONG it will take and the information they will RECEIVE to make an intelligent purchasing decision in a TIMELY fashion!!

Isn’t it easier to work with your customer if they go through YOUR process?

Isn’t one of the biggest obstacles in selling a vehicle, when the customer does not follow your process?? The customer wants to follow their own process thus causing confusion with your Salesperson, customer and Sales Management?

If you want your Salesperson and the Dealership to control the process, we had better tell the customer WHAT the process is!!

By telling the customer the steps in the process and how long each step will take, you will build instant rapport in getting directly to the wants and needs of the customer!

Since each and every Dealership has their own unique process in the Sales Department, wouldn’t it make sense to give your customers a level of expectation and comfort by telling them what your process looks like?

  • What are all the steps in the process??
  • What is the timeline for each one of these steps?
  • What information the customer can expect to receive in each one of the steps?

It all comes down to efficiencies and consistencies!!

Your customers visit to your Dealership should be efficient and consistent to ensure that each and every one of your customers has a “WOW” experience!

Let me outline an example, “Level of Expectation” for your Dealership and then we can discuss this further.

(Please insert your own process into the example)

Scenario: A customer walks into your showroom. The Salesperson greets them and immediately begins to explain how YOUR Dealership professionally does business!

The Salesperson then reviews your Dealership’s process with the customer.

  • Review of Dealership’s process – 5 minutes
  • Determining what type of vehicle you want and why – 10-15 minutes
  • Assessment of trade in vehicle – 10-15 minutes
  • Demonstration of features on preferred vehicle – 10-15 minutes
  • Demonstration drive of preferred vehicle – 10-15 minutes
  • Presentation of purchase figures – 10-20 minutes

The Salesperson can then relate to the customer what is going to transpire at how long it should take, (55-85 minutes to go through all the steps completely)

DON’T let your customer get frustrated and upset by “thinking” that the process is taking too long!

Remember, the customer has no idea of what the process is or how long it takes unless YOU tell them. And isn’t a calmer customer more easy to speak with than an upset and frustrated customer??

Will you have point of sale material around your showroom to aide you team in conveying your Dealerships Sales processes to the customer?

  • Banners
  • Table toppers
  • Posters
  • Video explanations on Salespersons computers
  • Video explanations on your Dealership website

By providing a “Level of Expectation” in your showroom it will do two things.

  • It will give the customer a clear and professional expectation of what will transpire on their visit and how long it will take.
  • Your Salesperson will clearly, professionally and consistently give the same exact presentation and process to all of the customers.

By setting the “Level of Expectation”, your Dealership will quickly become proficient, consistent and professional!

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 13, 2011 in Archive of all blogs

 

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What is the “Level of Expectation”?? (Part 1 of 4)

We have all had the experience of going out to a restaurant for lunch.

The process is nearly the same in every restaurant.

  • First we are greeted at the door
  • We are then guided to an open table
  • We are then given a menu to choose from different options
  • We are asked if we would like anything to drink while we look at the menu
  • When the drinks arrive at the table, we are asked if we have any questions about the menu
  • We are then told about any “special” that the restaurant has on that day
  • We then place our order for lunch
  • We wait approximately 10-20 minutes for lunch to arrive
  • Before the food arrives, we are asked if we would like more to drink
  • The server then arrives with our lunch
  • The server asks if we have everything we need and asks if the food is prepared correctly
  • When we finish our lunch, we are asked if we would like a dessert or the bill
  • We then either choose a dessert or get the bill
  • The server then picks up our payment for the bill
  • The server then returns with the appropriate change or Credit/Debit slip
  • We leave a tip for the server
  • We exit the restaurant receiving a “thank you” for our business

This entire process happens pretty much the same EVERY SINGLE TIME we go to lunch! It does not need to be written down or explained. We probably don’t even think about the process much.

BUT…..what if the process was all of a sudden different?? The process was out of the “normal” order?

  • What if the server asked if you wanted dessert first?
  • What if you never got anything to drink?
  • What if you never received a menu of items to choose from?
  • What if you had to stand to eat?
  • What if you had to wait 2 hours before you got your food?
  • What if you received food you didn’t want and no one cared?
  • What if after not receiving a menu, you were charged an incredibly high price for your food without knowing about it?

As you can see, if the process was changed, we would become confused, upset, angry or all three!

This leads me into the processes you have in your dealership for the Sales experience, the F&I experience and yourService Driveexperience.

Now we know that different dealerships have different processes around the Country. Each individual dealership has its own series of processes and procedures. BUT….whatever process and procedure that you have, is it done every time, every day, without fail with no exceptions by all employees??

And since processes and procedures vary in every dealership, how does the customer know what to expect if we don’t tell them what will transpire??

By setting the “Level of Expectation” for both your customers and your employees, it assures that everyone will understand EXACTLY what will happen and in the order it will happen!! It gives both the customer and the employee an understanding of each and every step in the process.

In parts 2, 3, and 4 of this blog, we will review the steps to setting the “Level of Expectation” in your Sales process, your F&I/Business Manager process and your Service Drive process.

The restaurant experience is all the same no matter where you go in the Country. HOWEVER….the same cannot be said of what happens in Dealerships around the Country. Every Dealership has different and unique processes.

With each Dealership having these different processes, we have confused, upset and angered our customers. They do not get the same experience in every Dealership they walk into.

I am NOT saying we should ALL have the same processes implemented the same exact way.

BUT…..what if we made the customer comfortable by telling them exactly what was going to happen and how long it was going to take at YOUR Dealership?

I believe it would give the customer a total sense of comfort AND provide the perfect playbook for your employees to work with every day, every time, without fail with no exceptions.

Stay tuned for parts 2, 3, and 4 of this blog!

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 12, 2011 in Archive of all blogs

 

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Solve any problem!

How can you solve ANY problem that you might have???

There is a very simple process…to solving any and all problems…

The process… is basically 4 steps…

And you are going to need to write out your answers…to every step of the process…

So get yourself some paper and a pen…or type it out on your computer…

Ready??

Okay….

Write along the top…what your problem or situation is…

Like I said…it can be any kind of problem or situation… either personal or business related…

The first step…is to picture or reason out…AND write this down… the best possible outcome to the situation…

What is the best possible thing that can happen??

Don’t limit your thinking on this!

Go ahead and think of the best possible solution…

Remember…to get… what you have never gotten…you must do… what you have never done…

The greatest danger for most of us…is not that we aim too high and miss it…but that we aim too low…and we reach it…

THINK BIG!!!!

The second step in the process is…what are we doing now???

What is the present situation?

What are we currently doing about the problem or situation?

Are we doing anything…or nothing??

Write down what you are currently doing…or what is happening with the situation at hand…

It is important to take a look at the difference…between step one and step two…

Step one…what is the best possible solution…and step two…what are we doing now…

Is there a big difference??

There probably is…

Step three….

What are the obstacles that are keeping you from reaching the ultimate solution???

Is it a person?

A process?

A team or a group?

Your boss?

A family member?

Technology…or a lack of it…

Your own laziness…or ego?

What are the obstacles that are standing in your way???

Write them down…and don’t leave any out…

These obstacles are the things that are standing in your way of reaching your ultimate solution…

Identify them…so you can take the necessary steps in overcoming these obstacles…

Now… you have the groundwork to solve the problem or situation…

You can envision what the best possible solution could be…step one….

You have acknowledged what you are doing now…step two…

AND…you have identified what the obstacles are to reaching your ultimate solution…step three…

You are now ready for step four…

Step four iswhen do you want to get started…and…be resilient in your quest to reach the ultimate solution???

(hint: START NOW!!)

You see…processing a problem out…and then trying to reach…what you believe…is the ultimate solution…takes time and effort…

And make no mistake about it…you may not reach the ultimate solution…

But by trying…by reaching…by pursuing…that ultimate solution…you are bound to be far ahead of what you are doing now…

I will leave you with one of my favorite quotes…

This quote is from T.E. Lawrence… from…Seven Pillars of Wisdom…written in 1926…

The quote is this:

All men dream…

 

But not equally…

 

Those who dream by night…in the dusty recesses of their minds…wake in the day…to find it was vanity…

 

But the dreamers of the DAY…are dangerous men…

 

For they may act their dream with open eyes…and make it possible….

Follow these four steps…with open eyes…and make it happen…

To see a video of this blog, please go to the following link:

Jim Kristoff video – Solve any problem

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 9, 2011 in Archive of all blogs

 

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Are you just training them OR are you developing a culture?

There is an enormous difference between training the people in your organization and actually developing a culture within your organization!

Training simply formulates the process from A to Z. But if ALL employees don’t understand the entire picture, you are doomed for failure!

While building a culture…..well…that takes a lot of time and effort from ALL of the people within your company! From the President on down, EVERYONE must be included in this journey!

Instead of just training your people on the processes, you have to begin formulating the culture in which your company will live and breathe!

Here are some thought starters on where to begin;

  • Does your company have a crystal clear vision on where it is going? AND….do ALL of the employees thoroughly understand it?
  • Do the leaders within the Company work in harmony toward that vision?
  • Is there open and honest communication between EVERYONE as to successes and failures?
  • Do ALL employees thoroughly understand their role and what is required of them in the Company?
  • Does your Company have an “attitude of gratitude” toward your customers?
  • Does you Company have an “attitude of gratitude” toward your employees?
  • Do ALL employees understand how other departments actually work and what the other departments “roles” are?
  • Do you provide constant feedback and metrics on how well your company is performing?
  • Are you providing positive motivation and inspiration every single minute of the day?
  • Are you developing your employees to see that they must take an active part in developing themselves?
  • Are your leaders actually on the front lines setting the pace or are they emanating orders from the “ivory tower”??
  • Are your employees publicly praised for their successes and privately counseled on their failures?

You can simply teach anyone a process.

You can train them all you want.

You can train them every day.

BUT…until you develop a “true culture” within your organization, you will fall directly on your face.

The old saying goes…..”Either you are part of the problem or part of the solution”….

By building a solid culture within your organization, you are destined for great things!!!

More customers will want to do business with you and you will have a steady stream of great people wanting to come to work in your environment!

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on September 7, 2011 in Archive of all blogs

 

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The will to win or the will to prepare to win??

I LOVE the game of golf. It is one of my major hobbies and passions.

I have studied the pros and cons to all the new equipment.

I have read all of the “how to” manuals.

Watched video on what the perfect swing looks like.

I basically have read every magazine and book. I have watched every video, and my television remote control is stuck on the “Golf Channel”!

So you would think I am a great golfer!

Well, I am not…….

I have all of the knowledge, but I cannot execute it on a consistent basis.

Let me tell you why.

I play golf once a week, (usually on a Sunday morning). I hit some practice balls on the driving range for 30 minutes and I practice some putts for about 10 minutes before my tee time. So I put in a grand total of 40 minutes of practice in a week and expect my game to be perfect! UGH!

So when speaking of your Salesperson or Service Advisor career, do you put in more than 40 minutes of practice a week to be successful?

Because if you are not practicing, drilling and rehearsing every day, you won’t be a sharp as you can be on a daily basis!

Don’t think you can skip a day either! Just like in golf, if you miss a day of practice, your skills will erode!

Let’s say I had the time to practice my golf game every day for an entire year. I believe I would become a much better golfer and certainly hone my skills! At that point, I would be a very good golfer.

But what if I said to myself, “I have this game perfected and there is no need to practice as much any more”. Would my golf game start to deteriorate? You bet it would!

How about yourself and your profession? Did you learn the basics of your job and then stop learning? Did you become adequate in your presentations and stop getting better?

Just like a golf game, your professional career in the Automotive industry requires that you practice, drill and rehearse EVERY SINGLE DAY! If you do not, your skills will erode and you won’t even realize it.

Again, let’s say I had the time to practice golf every day. If I do not get the correct coaching, I could be practicing a “bad” swing or an incorrect swing. I could make that same improper swing thousands of times and wonder why I never get any better at the game of golf.

Much like practicing a “bad” swing, are you practicing the correct things? Are you open to getting some good coaching? Can you put your ego aside long enough to be critiqued on what you may be doing incorrectly?

Let’s face it. If you gathered the entire staff in a room and asked by a show of hands, “who wants to be a winner”, I believe everyone would raise their hand! I can’t think anyone wants to be a loser. Everyone has the will to win.

So….if everyone has the will to win, you have to ask yourself a more important question.

Do you have the will to prepare to win?

 

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 


 
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Posted by on September 6, 2011 in Archive of all blogs

 

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