Fixed Ops Journal - February 2020 - F28
FIXED OPS JOURNAL
Compiled by Danielle Szatkowski
SHOP TALK
We asked fixed ops managers: How does the training of your
technicians and advisers benefit your service department?
"At Love Chevrolet, we view training as an
investment into our most valuable assets - our
people. Our business evolves every day, and our
people need to evolve with it in order to provide
our guests the best experience possible.
Whether it be technical training for technicians,
informational and process training for our
service consultants or fundamentals training
for apprentices, ongoing training benefits our
service department by keeping us engaged
with the latest knowledge and information,
which in turn elevates us to be the best that we
can be. Training should be an integral part of
every service department."
MARK WILLIAMSON
Service director
Love Chevrolet, Columbia, S.C.
"I keep my team of technicians
and service advisers up to date
on manufacturer trainings by
having them take online
courses or sending them out to
the courses. I encourage any
technician or adviser to get certifications by
funding their courses and relating how it can
affect their workflow efficiency."
COURTNEY DeTATO
Service manager
Blaise Alexander Chevrolet, Greencastle, Pa.
PAGE 28
FEBRUARY 2020
"Training during our weekly adviser
meetings and role-playing
throughout the week is paramount,
and that focus helped us move
several KPIs on our CSI surveys.
We trained our service advisers to
use a standard greeting so that our
clients feel welcomed, and
streamlining questions to
customers ensures that we gather
the correct information for our
technicians to properly diagnose
our customers' concerns. Our
techs also go through weekly trainings on wiADVISOR, which is a
tool we use to electronically send our MPIs and estimates service
requested. We've seen an increase in their hours per repair order
since we started this training."
DAWN MATTHEWS
Service and parts director
David Chrysler-Dodge-Jeep-Ram, Glen Mills, Pa.
"We have increased our spend for training
substantially over the past 12 months.
The majority of our increase has been
used in the technician area because
technology is ever-changing and
becoming more complicated. Our vision
for 2020 is to increase the training for our
advisers through digital content and
hands-on learning. By increasing our
commitment to training, we have greatly
increased the proficiency in the shop and
the overall customer experience."
JD HARWELL
Fixed operations director
Wade Ford, Smyrna, Ga.
Have a suggestion for a Shop Talk question?
Send it along to foj@autonews.com
Want to lend your voice to a Shop Talk discussion?
Let us know you'd like to participate. Contact us at foj@autonews.com
Fixed Ops Journal - February 2020
Table of Contents for the Digital Edition of Fixed Ops Journal - February 2020
Contents
Fixed Ops Journal - February 2020 - Intro
Fixed Ops Journal - February 2020 - F1
Fixed Ops Journal - February 2020 - F2
Fixed Ops Journal - February 2020 - Contents
Fixed Ops Journal - February 2020 - F4
Fixed Ops Journal - February 2020 - F5
Fixed Ops Journal - February 2020 - F6
Fixed Ops Journal - February 2020 - F7
Fixed Ops Journal - February 2020 - F8
Fixed Ops Journal - February 2020 - F9
Fixed Ops Journal - February 2020 - F10
Fixed Ops Journal - February 2020 - F11
Fixed Ops Journal - February 2020 - F12
Fixed Ops Journal - February 2020 - F13
Fixed Ops Journal - February 2020 - F14
Fixed Ops Journal - February 2020 - F15
Fixed Ops Journal - February 2020 - F16
Fixed Ops Journal - February 2020 - F17
Fixed Ops Journal - February 2020 - F18
Fixed Ops Journal - February 2020 - F19
Fixed Ops Journal - February 2020 - F20
Fixed Ops Journal - February 2020 - F21
Fixed Ops Journal - February 2020 - F22
Fixed Ops Journal - February 2020 - F23
Fixed Ops Journal - February 2020 - F24
Fixed Ops Journal - February 2020 - F25
Fixed Ops Journal - February 2020 - F26
Fixed Ops Journal - February 2020 - F27
Fixed Ops Journal - February 2020 - F28
Fixed Ops Journal - February 2020 - F29
Fixed Ops Journal - February 2020 - F30
Fixed Ops Journal - February 2020 - F31
Fixed Ops Journal - February 2020 - F32
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