Aug
12

The Secrets to Sales Training – 5 Tips that will save you a fortune!

Elite Worldwide.001

I am honored to say that I have presented more service advisor sales courses than anyone else in our industry. I am not telling you this to impress you, but rather to impress upon you that we here at Elite know what it takes to help service advisors go right to the top, so you can rest assured that these 5 tips will lead you in the right direction.

Jan
25

5 Training Tips That Work

If you want to build a more profitable, successful business, here are five tips that work…

Jan
04

Pricing, Ethics and the Reputation of Your Business

At Elite we know that once someone comes into your shop, you’ll do everything you can to generate a happy customer, and make a fair profit. Unfortunately, some customers will put you to the test when it comes to the prices you charge. They’ll tell you they can’t afford the recommended services, they’ll tell you they can get the same service done down the street for less, or they’ll just need you to knock a few bucks off the price. This is when you typically tell yourself that you’ve already invested a good amount of time and money to get the customer to this point in the sale, so rather than letting the customer walk, you drop your price a few bucks, and in your mind, you just saved a job. Unfortunately, what you just lost was your integrity…

Dec
13

The Four T’s of Effective Employee Management

If you are not getting the results you’re looking for from your employees, before you jump to any conclusions, the first thing you need to consider is the first T, which stands for Training. If your employees aren’t meeting your performance standards, then the solution may be as simple as providing them with the proper training….

Dec
02

The Importance of Job Descriptions

The people that work with you (your employees) need a number of things to do their jobs well, yet none is more important than clarity. If you “tell” your people what you expect of them, that’s a good start, but they have busy lives and busy minds, just like you. So what you need to do is prepare a written job description for each employee that clearly defines your expectations. Much like an employee handbook, the document should address…

Nov
22

Guidelines for Employee Raises

Before you start giving out raises for tenure alone, consider this: outside of raises that are based on an increase in the cost of living, all raises should be commensurate to the productivity of the employee. If you decide to give pay-raises as a way to reward loyalty, then be aware that you’re heading down a dangerous road.

Nov
09

Cell Phone Policies by Elite

When your employees come to work in the morning, you’re entitled to expect them to be “thinking” about their job as well as doing it. The “thinking” part includes considering a customer’s concerns, performing a proper diagnosis, and concentrating on what they’re doing with each service or repair. If they’re distracted by other people, or taking a call on their cell phone, then not only do you not get what you’re entitled to (which is their full concentration on the job), but it may very well lead to a serious accident…

Oct
21

No Rehire Policies

Most shop owners are willing to rehire past employees that were good producers. When you listen, this is what they’ll typically say: “Now that Mike’s worked at another shop for a while, he knows just how good he had it here with us! So I know that if I hire him back, he’ll be a great, life-long employee!” Well, before you agree with that statement, maybe you should consider this: when you first bring someone aboard you should look for a number of things, yet none are more important than a mutual commitment to a long-lasting relationship…

Sep
16

Employees Coming in Late

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When you start to see a pattern in behavioral issues; such as a tech, manager or service advisor coming in late, here are the things you need to consider: 1) If you don’t nip it in the bud it will get worse. 2) Employees need to be responsible for their own behavior. 3) They need to know why you have specific policies in place. So the next time an employee starts to develop a pattern of bad behavior, such as coming in late, call them into a private environment and ask them why they were late. When they have given you their explanation, say something like this…