I came across a quote recently and I cannot remember the author, but I sure remembered the quote. It goes like this; “A barber learns to shave by shaving fools.”
It struck me that many times in Customer Service, the person I am engaged with is “learning to shave” with me. What does that make me I wonder?
To prevent the usual “shaving nicks” associated with having the “new guy” training on me, I’ve included 3 tips that may help you and your organization.
- Have your “barber” (Advisor) attend an in-house certification program that you develop to introduce them to the way you do things in your Dealership. I know this sounds like a no brainer, but I can’t tell you how many times I’ve been in a dealership and the new hire tells me that he/she has received zero training and little instruction. It could consist of a minimum of 3 training sessions. The 1st might be “Company Policies and Procedures.” It might include everything about your company that a new advisor would need to know. History, background, position description, resources. The 2nd might include the Service Drive Sales Process with the 3rd being CSI Management. These are only suggestions. If you have trouble thinking of a training plan or need help getting NicktheNewGuy going, just shoot me an email or give me a call.
- Assign an in-dealership mentor to help break the new guy in. This is typically a seasoned Advisor/Shop Foreman that knows how the entire department functions. This mentor would also need to know the KPI’s that the new guy would be responsible for and what he/she can expect regarding everything from paydays to lunch breaks.
- Lastly, schedule morning brief and end of the day debrief for at least a week or so. They don’t have to long meetings. Just a quick breakdown of what went well and what he/she needs to do different.
Here is something to consider. I had occasion to do a bit of business with some folks attending beauty school. Imagine my surprise when I heard that a normal curriculum takes almost a year. And before any cosmetologist can touch a single hair on one head, they must pass a licensing exam.
Imagine if you had the same requirements in your dealership. Nickthe NewGuy had to pass a “licensing” requirement before they could interact with service customers one on one.
Maybe this “licensing exam” consists of a written and verbal test with role play which the service advisor needs to pass to be an advisor in your store.
It’s a thought.
The reality is that in many dealerships, very often we barely spend more than a few short hours training NicktheNewGuy before we turn them loose on our most valuable assets, our Customers.
So, Mr./Ms. Manager, how many “barbers” are “learning to shave” in your organization?