<![CDATA[Fixed Performance Inc. - Blog]]>Tue, 09 Jan 2018 14:36:45 -0800Weebly<![CDATA[What Now?]]>Tue, 09 Jan 2018 17:03:46 GMThttp://fixedperformance.com/blog/what-now
The moment you notice something may be going wrong the very first thought that comes into your mind might be “what now.” Many people I know have the expectation that their life is just going to be full of problems no matter what they do. In a way, with this mentality, it justifies their life being miserable. The truth is this attitude is never going to be productive or have a long-term benefit. Fixed operations in the dealership world is very fast paced and in my view has no place for what now. The very best run dealerships have such well-defined processes there is no need to ask a question. The staff understands what is required and responds according to the best practice process that they trained for and live by. When coaching new processes to a fixed operations staff it amazes me, the most common response is that they can’t comply with this new process because they don’t have time. The reason they don’t have time to do so is that the vast majority of their day is spent going from one fire to the next attempting to put it out. Success in this instance is merely surviving the day and irritating as few people as possible that do business with their dealership. Real results are developed utilizing foundational processes that improve efficiency so much profitability is never in question. When you accept this great truth and understand how important processes are you have begun building a foundation without limits. Develop a mindset that stops making excuses for your results and stops asking what now instead of focusing on what next. What actions will you take that will lead your staff into the future without compromise? Poor results lead to low self-esteem, customer satisfaction, and financial performance. There is no chain holding you where you are at except in your mind. Move into 2018 accepting you will never change the past however you do control future direction. Now what?

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
Office: (419) 433-8219
1-888-205-8718

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<![CDATA[New OEM Certification Requirements]]>Fri, 29 Dec 2017 18:17:06 GMThttp://fixedperformance.com/blog/new-oem-certification-requirements
The results are in from the Tracy Law Firm controlled Honda Fit crash testing. If your dealership has a body shop you can’t ignore this newsletter and its contents...

Google John Eagle Honda Fit case if you don’t already know about the legal verdict and read carefully. Then come back and revisit the information shown in the frame 73 photos in the attached link to the Repair Driven News press release article. This is a controlled crash test situation where two repaired vehicles (one with simulated improper repairs, and one with non-OEM collision parts) are compared to a controlled undamaged vehicle. Airbag timing is absolutely affected by repairs and by parts selection. The Jury in the John Eagle case stated that it considered the words recommended and required as the same thing when it comes to following OEM recommendations. In 2018 Fixed Performance can come onsite to your dealership and do a quick and impactful 1-day assessment of your operation to see if your body shop has any opportunities for improvement. This is such a challenging time for collision repairers but don’t fear these upcoming changes, we have the training and experience to get you through it!

In 2018 new OEM certification programs from many OEM’s are coming and some including Honda and Nissan, are requiring captive body shops to meet that standard. We can assist your operation to meet this standard and we can help your supporting parts and service departments with collision repair related business. Happy New Year and in 2018 let’s continue to make the collision repair industry great together.

Sincerely,   
Aaron M. Sworden, Body Shop Specialist
Fixed Performance Inc.
ASworden@fixedperformance.com
Office (419) 433-8219
Cell: (724) 448-9550
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<![CDATA[The Life You Want]]>Tue, 26 Dec 2017 21:17:37 GMThttp://fixedperformance.com/blog/the-life-you-want
Few people would hesitate to describe the life they want to live. Today I ask what life you want. You had to think about what you would like to do for work or where you would like to live. You might be waiting for the genie in a magic bottle. Maybe you play the lottery considering what to do when you win. Neither of these is very likely to happen so let’s not spend any more time considering them. The majority of people I’ve met over the years wouldn’t consider taking action to reach for the life they desire. They go through the day to day life feeling trapped in their current position. There are commitments that were made and bills that need to be paid so they become comfortable refusing to accept any risk involved with changing the current situation. Over time this develops low self-esteem and removes quality of life. Never accept the feeling you are trapped in your life. Truth is every day we have a unique opportunity to make a choice for a change in our future. We will never be able to change the past, however the future can be impacted by decisions made today. The life you want will never be obtained automatically. You must reach for it with the determination that will overcome the obstacles you are facing. Live your life in a manner that sees it without limits. You are the director of the orchestra in your life so choose wisely what you want in it. You may alter the plan you’ve chosen because situations will happen that get in the way. Without question your quality of life will always improve when you don’t feel trapped and you take responsibility for being the best person you can be. My greatest joy is helping others prosper in the car dealership world witnessing them becoming more successful than they ever thought possible. Our new program Margin Plus fits very well with the life I have chosen helping improve warranty parts and labor margins. The mission is to help as many dealerships as possible remains the passion of the life I have chosen. Win or lose I will always live the life I want regardless of risk! How about you?

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[I Don’t Want To]]>Thu, 21 Dec 2017 14:25:27 GMThttp://fixedperformance.com/blog/i-dont-want-to
It’s easy to say you want to accomplish something and even acknowledge it in front of others. When you start down the path of day-to-day life obstacles should be an expectation that will come your way. The way we think about those obstacles will determine the success or failure of our goal. When a new obstacle arises at first I question if I want to. Recently, I committed to exercising every day and this morning when waking up I just didn’t want to. I started looking for logical reasons for me not to such as being tired or giving my muscles a rest and after all, it’s the holidays, right? The fact is an accomplishment for anyone will be based on the commitment made to overcome obstacles and how well they achieve that. It’s by never listening to the voice inside you creating excuses or accepting the “I don’t want to attitude” that’s so easy to develop. I don’t want to can be closely followed by “I can’t” as an excuse our brain tries to develop that will get in the way of our success. The fact is, I met my exercise goals today using the wording that always overcomes my obstacles. The simple words “I will” is the trump card that overpowers I don’t want to. As we approach the New Year many individuals set resolutions they desire to accomplish, most of these people won’t be successful because they lack the commitment to overcome the excuses their brain will generate. In your dealership, you might want to hire additional technicians and generate more gross profit in fixed operations. You might want to find motivated advisors or managers that will take you to the next level. Last week during a client visit the fixed operations management team and I set a goal to have a net profit in 2018 exceeding $400,000 at their dealership. We are off to a good start because no one said they didn’t want to. I hope you have a wonderful Christmas filled with family and friends. Take some time and consider what you want to accomplish in your life for 2018 and never allow the thought “I don’t want to” to become an obstacle for your accomplishment.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[Volume or Margin]]>Tue, 12 Dec 2017 14:09:31 GMThttp://fixedperformance.com/blog/volume-or-margin
One of the most important considerations we have in business is to understand the balance in choosing between volume and margin. If a dealership was only concerned about volume they might price customer pay repair labor at $60 per hour. If they were only concerned about margin they would consider a labor repair rate of $180 per hour as reasonable. The reality is neither one of these decisions would not lead to profitability or customer satisfaction in the service department. I still get chills when I think back about a General Motors promotion that gave away free oil changes during the local auto show for those who signed up. General Motors would still compensate the dealership around $20 reducing the expense to bring in new customers. I thought that sounded like a wonderful idea so the dealership I was at signed up for this aggressive program. It filled the bays for many days and made it impossible to process normal repairs for our established customers. It also became evident quickly these individuals would not authorize any additional needed maintenance or repairs. It wouldn’t matter if the air filter had a half an inch of dirt on it they would decline and state “I’m only here for the free oil change.” If price were the only issue in the food industry we wouldn’t have Morton’s steakhouse our choice would be limited to such companies as McDonalds. I am confident Morton’s margins are higher than McDonald's however, the qualities of food and customer care are vastly opposite. The primary focus should always be on customer care and exceeding their expectations consistently. It’s never going to be exciting to bring a car into the service department needing maintenance or repairs. Dealerships that have developed a culture of customer care understand higher margins are earned with proper scheduling, follow-up, and communication. They train and pay their staff well providing them state-of-the-art equipment to perform their duties. These are the few dealerships that understand you don’t have to choose between volume and margin. You can have both by placing your attention and total focus towards quality customer care.
         
Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718

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Are you taking advantage of the new state law that requires the manufacturers to pay retail price on warranty parts and labor? In October we had a client get approval for cost plus 83.27% on warranty parts claims! That's right he more than doubled his gross profit margin on warranty parts claims. Let's have a have a chat about what it would mean for your dealership in additional gross profit. Our company just announced we are assisting dealerships to maximize margins on warranty parts and labor claims. Our program called Margin Plus uses state-of-the-art technology to get your dealership what is deserved. Now is the time to prepare for filing in January. Why not?
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<![CDATA[The Inspired Life]]>Tue, 05 Dec 2017 18:43:14 GMThttp://fixedperformance.com/blog/the-inspired-life
I’ve heard most successful people are described as goal orientated or driven. They have a passion for their achievement daily and are inspired towards their purpose. Today I want to use an example of an individual I’ve known for many years, Shawn Dill. Shawn fits the bill I just described plus a lot more. Whenever success is illustrated in an individual’s life I believe you should look for tools you can use to improve your quality of life. I’ve met many successful individuals and have had incredible conversations with them that have taught me the great truth in life. This is the time of year people are beginning to develop New Year’s resolutions for their lives. It might be to lose weight or quit smoking but all of them include some area of improvement they desire for their life. Shawn Dill has a statement he made that challenges my thought process every time I consider it. “You must have a conviction stronger than your desire to please.” No matter what the issue is that you desire to improve there will be times your conviction is tested. Recently I’ve recommitted to eat better quality of food, exercise more, and drink more water. My problem is I love eating pizza, pastries, and anything else that is bad for you. How can I eat well and exercise when traveling from one town to the next on a tight schedule? No matter what the goal is in life that you desire to improve it comes back to your level of commitment and conviction. Having a conviction stronger than your desire to please yourself is a requirement for reaching the achievement. No matter what you are reaching for expect struggle along the way towards achieving it. It doesn’t matter if it’s an individual goal or a corporate one never expect easy. Don’t leave yourself a loophole that will provide an excuse for you not having enough conviction to reach it. Consider your conviction towards achievement the foundation that must be laid to build the structure for your success. The reason most New Year’s resolutions don’t work is a lack of conviction and discipline. If you desire to live an inspired life achieving success in the goals you set to build your foundation with strong conviction. I have yet to hear Shawn Dill make an excuse. You shouldn’t either.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[What’s Your Risk Factor?]]>Wed, 29 Nov 2017 13:36:11 GMThttp://fixedperformance.com/blog/whats-your-risk-factor
Recently I’ve experienced some intermittent chest pain every now and then that would last about 10 to 15 seconds and go away. After considering potential health implications I went to my local doctor’s office that performed an EKG. After the EKG was performed she was studying the print out very concerned. She then looked at me and suggested I go to an ER for further testing and said if I were her father an ambulance would’ve been dispatched all ready to pick me up and take me there. The Cleveland Clinic provides my healthcare on major issues so I proceeded off as instructed to get further testing. They were fast and efficient and before long had their own EKG and blood pulled for evaluation. After two hours the doctor came in for a discussion informing me the EKG and blood work was negative for heart attack. In this discussion, the doctor began talking about risk factors that grabbed my attention. They asked if I smoked or drank very much which would add to my risk factors. My age was considered a risk factor in this same discussion. I left the hospital totally assured my heart was in good condition and the first EKG was in error. My thoughts however, were stuck on evaluating my own risk factors. Criticizing my own behaviors would include the fact I wasn’t consistent with my diet or exercise that would reduce my heart risk factors and provide me a better quality of life. Only one risk factor wasn’t a personal choice or commitment that could be made by me individually and that is my age. No matter who you are or what business you are in I challenge you all to spend some time looking at your risk factors. If you’re in a car dealership and fixed operations aren’t performing well, you add to your risk factor for survival. If the sales department is struggling or an employee isn’t performing well, you add to your risk factor. Ultimately, I find it interesting in both our business and personal lives the quality of it will depend on reducing our risk factors with a commitment to do what we can to implement positive change. Will you reduce the risk factors in your life today or ignore the warning signs? The choice is truly only yours.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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Most states have enacted laws that require auto manufacturers to pay retail prices for warranty repairs. Many dealerships haven't taken advantage of this yet losing thousands of dollars additional gross profit every month! Fixed Performance is proud to announce our new program Margin Plus where we help dealerships maximize warranty parts and labor margins. We are offering a phone review where your individual situation will be discussed without cost or obligation. Our lives are dedicated to fixed operations. It is all we do! Why deal with folks that haven’t ever written a repair order? Visit our website at http://fixedperformance.com/margin-plus.html or call 888-205-8718 to set up your call. 

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718

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<![CDATA[What's Your Impact?]]>Tue, 21 Nov 2017 15:53:32 GMThttp://fixedperformance.com/blog/whats-your-impact
All of us have individuals in our lives that for better or worse impact who we are as a person forever. One of those individuals for me was a technician I worked with while being a fixed ops director for a car dealership. He came up to me one morning asking me to read a brochure then have a meeting with him. The brochure was about ALS disease better known as Lou Gehrig’s. I read the information as he directed and said I’m ready for our meeting. Our chat was heartfelt and life-changing as he informed me he had ALS. He asked if I had any questions after reading the brochure and I had only one. I informed him the information was spelled out very well however, I didn’t notice the cure. The look on his face informed me of the answer before he spoke and told me there wasn’t a cure. We both held back tears as we discussed openly what his plans were and how I could help. He wanted to continue working as long as he could so he could help his kids get through college financially. This disease is horrible and it takes a toll on your body over time. He kept performing as a technician until one day he fell over in the shop hitting his head hard on the floor. Realizing he could no longer be a technician and be safe the dealer allowed him to transition into warranty administrator. Whenever I would ask how he was doing, he always responded with “still kicking just not as high”. This man was a fighter however, the battle never went away as he continued to deteriorate. Eventually, he was restricted to a wheelchair in tremendous pain and seldom missed a day of work. One day he asked to talk with me as he broke into tears saying he wasn’t of any value to himself or the company anymore. Nothing could have been further from the truth as he inspired everybody around him. I reminded him he personally generated over $1 million in labor and parts revenue while he was a technician. How he is using his knowledge of being a technician to file incredibly accurate warranty returns to the manufacturer. He literally felt better about his worth at that moment and smiled. Maybe you aren’t feeling of value to those around you right now. You might question your worth to your family or company. In those times reach deep inside and understand your true worth is helping others get through this short time on earth together. Do this and you are priceless and worth more than gold. Rest in peace Doug, you made the world better for everyone around you.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[Will You Do Your Best?]]>Wed, 15 Nov 2017 13:57:06 GMThttp://fixedperformance.com/blog/will-you-do-your-best
If I asked you a simple question such as are you willing to be your best, how would you respond? Before you answer that question consider a few things. Doing your best often requires addressing things that aren’t comfortable. It might be a long-term employee that hasn’t had a positive thought in the last 15 years. They talk badly about coworkers and treat customers poorly. They call off sick often without consideration or concern for others. They don’t follow processes considering their own wisdom is far greater than any requirements management might attempt to impose on them. Yet management doesn’t address the issue because they don’t want to disrupt the employee. They’ve been here for 20 years so we don’t want to upset them. The truth is it isn’t comfortable to address issues. Yesterday our company announced a new program that improves warranty parts and labor profits using existing state laws that require manufacturers to pay retail. I am amazed traveling around the country how often clients say they haven’t submitted for the improvement because they don’t want to irritate the manufacturer. They don’t want the manufacturer to retaliate in some fashion. Here again, the truth is it’s easier not to address the issue losing hundreds of thousands of dollars in additional revenue for the dealership. Recently I’ve written several articles that suggest the dealership to add to support staff in parts and service to improve technician efficiencies. Writing articles such as this placed me open to ridicule and disagreement however, I wrote them because ultimately the current dealership business model needs improvement. The easy thing is to write articles for publication that won’t challenge or possibly offend anybody. Would that be my best? I admit that often I have fallen short of a goal or had a setback. My response is never easy, however will always include addressing my issues and going to battle again. I may get knocked down occasionally, however will never stay there. No one’s ever comfortable with issues, however those that desire to do their best will always address them head-on without hesitation.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[Growing your own Technicians]]>Wed, 08 Nov 2017 16:04:10 GMThttp://fixedperformance.com/blog/growing-your-own-technicians
The technician shortage is a common concern across the United States and everybody is looking for solutions. Many dealerships are placing ads looking for experienced technicians with little response from qualified applicants. The focus is on the immediate need without an understanding of the overall solution. I understand immediate needs must be addressed, however dealerships should look well in advance for future needs and instill a practice that develops technicians now to fill those requirements. I have always been strongly committed to having dealerships grow their own technicians for future needs. The finest example I have seen that illustrates this involves service manager, Chris Henry with Brown’s sales and service in Elkader Iowa. This is a small town of 1500 people near the Mississippi River that definitely increases the challenge to find technicians that are qualified. Chris Henry found a young man that desired to become a technician Nick Brink, however, he had no certifications or training. Chris believed in Nick’s potential so much he offered to sponsor him in the Ford asset program. The dealership paid for the program cost, housing, food and fuel needed while he was in school. The dealership did require Nick to commit to five years at their service department or fully repay the investment they made in him. The dealership and Nick met every commitment to learning and obligation with great results. Nick is now a certified Ford Master Technician with eight years at Brown’s Sales and Leasing. He generally produces $14,000 monthly in service department labor and parts gross profit. As this example illustrates investing in people over the long term can generate success stories that provide a greater purpose for your dealership. The partnership between manufacturers, individuals, and dealerships need to be developed to fill the need for technicians throughout America. Some of the individuals you select won’t make it, however you’re either going to be a part of the solution or the problem. My hope is we reach for the solution together with great stories like Chris and Nick in your dealership.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[How Can I Help?]]>Tue, 10 Oct 2017 13:29:39 GMThttp://fixedperformance.com/blog/how-can-i-help
I have watched countless presentations from dealers who want change from their employees. Generally these discussions don’t go well and the tone of the dealer is one of superiority that controls the conversation and doesn’t ask for input. Their authority is never in question and I am confident all of them desire and improvement of some kind. An adherence to policy or procedure that the staff isn’t complying with must be addressed by management to have any hope of improvement. After this type of meeting the staff generally feels insignificant and unappreciated. Resentment and anger are often developed when dealer’s view their teams as a whipping post that must bow to their command. Today I witnessed a presentation from a second generation dealer’s son Bobby Preston with Preston Auto Group in Ohio and Pennsylvania that illustrated the finest most productive approach I have ever seen. This wasn’t a way for Bobby to manipulate the team to his desires. He started the conversation illustrating the concerns and what the dealership expectations were to provide the ultimate customer experience on a consistent basis. He then proceeded to get input from the team on ways management could be of assistance to achieve it. He listened to their concerns individually and openly discussed ways to overcome them. He genuinely wanted to remove the obstacles and help make compliance obtainable. Several team members openly admitted they got away from the process and understand its importance committing to go back and perform best practice again. I challenge everyone in management to take this personal approach in team development. Isn’t it amazing that basic communication will always be the foundation of successful management and customer care? 

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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here!
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<![CDATA[What's your worth?]]>Wed, 04 Oct 2017 13:33:32 GMThttp://fixedperformance.com/blog/whats-your-worth
Today I spent some time reflecting after the tragedy in Vegas where hundreds were injured and many lost their life. They went to a concert to have a good time and their lives changed instantly affecting not only them but their families and friends. I live my life in a manner that isn’t focused on money or what’s in it for me as much as enjoying the journey. I’ve said countless times the challenge we all face is to enjoy the journey. Over the years my wife Christy and I have accumulated some valuable assets. We have more importantly had some incredible time together that allowed us the privilege of helping people along the way through our companies and personal life. The value of any asset we own is only what someone is willing to pay for it on any given day. Today I want to challenge the belief that net worth is only accumulated asset value minus debt obligations. Your real net worth is what you do to lift others up. It is the folks that lined up in Vegas to donate blood that was needed. It is the people who assisted the injured in a crowd that was getting shot at without concern for self. It is the first responders that arrived at the scene without knowing if the danger was still present and ran in to save as many as possible. I’ve heard many stories of American heroes who responded by taking direct action or donating money to the families of this tragedy. Today I am encouraged to see the true spirit of Americans and how we respond to tragedy. My view is this should be how we measure our worth. It’s literally what you do to that lifts up and encourages those around you regardless of self. It’s what we do that makes a difference to others that measure our worth. I hope you are priceless.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[Be Amazing]]>Tue, 26 Sep 2017 19:40:19 GMThttp://fixedperformance.com/blog/be-amazing
Most productive people set goals for themselves they want to achieve. No matter what position you hold in life at some point customer care comes into play. Customers can be irritated and rude to anyone attempting to take care of them. Many trainers spend a lot of time working with employees on ways to overcome the challenges of the customer. Having spent my entire life with customer care experience and coaching sessions today I want to share some conclusions I have learned. I’ve experienced people taking care of me that obviously hate their position in life and don’t care who knows it. Not that long ago a person taking care of me actually rolled their eyes because I didn’t understand what they were saying immediately. I thought I said clearly I wanted a six-inch toasted sub on wheat bread. Because I did not understand her response quickly enough to please her she rolled her eyes making me feel uncomfortable for spending money there. She might later have shared her displeasure with the other employees about the customer who didn’t respond quickly enough. Those who spend time around me know whenever someone asks how I am doing my normal response is incredible! It’s my choice to overlook the challenges that I face and focus in on the reality that the vast majority of my life is full of things going well. I’m a numbers guy so 85% of my life is flat out incredible. The other 15% I admit to you is challenging. The point is my focus is always going to be on the 85% that’s going well. Never be the person that would roll their eyes in front of a customer illustrating displeasure. Do you want to be successful and have a quality of life that is fantastic? You have to be amazing! You have to be totally focused on customer care and what their needs are in every stage of their visit to your establishment. You have to totally forget what’s in it for you and unselfishly provide the customer’s need. They have to witness your sincere desire to take care of them and see you going far above their expectation before the visit. That’s when amazing happens! Your job satisfaction, as well as your revenue, climbs without limits. That’s when you start enjoying your position and watching the customers respond in a positive fashion on a consistent basis. Be amazing! It costs you nothing and brings great rewards.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[The Great Advisor]]>Thu, 21 Sep 2017 12:19:43 GMThttp://fixedperformance.com/blog/the-great-advisor
Recently I was training an advisor that told me he wants to be great. It challenged my thinking so I thought it would be interesting to write down some thoughts on being a great advisor. Most would say this is a numbers business and great would mean incredible numbers. The most common question I receive is how do I get those numbers? It starts with setting appointments with specific times that allows the spacing between arrivals to improve the customer interaction and time available with them to understand their concerns. A proper customer intake process is a must that includes a walk around process with the customer illustrating to the advisor what the concern is. Any damage to the vehicle needs to be noted with the customer to be sure they are aware of it prior to entering the service department. Before the customer arrives a great advisor would review their history so they know what maintenance items are required or due for discussion. They would check the manufacturer’s website looking for open safety recalls and other pertinent information for the visit. They would show a sincere concern for the customer and illustrate their commitment that their mission is to have the vehicle safe and reliable. They would constantly work on professional feature benefit presentations that illustrated exactly to the customer why the item is being recommended. They would follow up with the customer regularly on progress so the customer never wondered what was going on. A great advisor would never view the customer as an inconvenience and will always have their best interest at heart. They would never high-pressure a customer into making a purchase decision on the spot and instead allow them to decide what is best right now for them. They would write on the repair order when a technician can read and repair the vehicle correctly on the first visit. They would offer pricing options on estimates with the understanding not everyone wants the highest priced parts. They would inspect customer vehicles after the repair on a daily basis to be assured shop quality is excellent and the vehicle is clean. They would go over the repairs in detail with the customer explaining exactly what services were performed and what charges are on the repair order for them. The customer vehicles would be brought up to them so they never have to walk around the parking lot looking for it. This topic could be a book, however, the newsletter is just to stimulate thought. Consider it a foundation to build on that will develop you into a great advisor. No shortcut is available and great is never easy. Those who reach for it however, will always place the focus on the customer.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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<![CDATA[Read the Directions]]>Tue, 12 Sep 2017 15:00:32 GMThttp://fixedperformance.com/blog/read-the-directions
Many things today require assembly when you buy them and include a package of individual parts such as nuts and bolts. Included in this package is printed information call directions that give step-by-step assembly instructions that should produce the assembled product without much effort. Recently I purchased some outdoor chairs with a table well-placed in the middle of them. The factory did pre-assemble every piece possible and opening the box and witnessing this I became excited considering this would be an easy task. I admit this excitement continued when looking at the directions the assembly would be a breeze. There were many times in my life I didn’t take the time to read the directions until something didn’t fit well or assemble properly. Then I would go back to the directions and disassemble the item putting it back together with frustration and a loss of time. The most valuable lessons in our life are learned from performing a task incorrectly and committing not to do that again. Let me share with you some observations I have learned over many years of reading directions. The first thing is there are many different qualities of directions. Some aren’t written very well and have illustrations that don’t relate to your model. Others have illustrations that are perfect making the project easy and satisfying to complete. Your project could have the best directions written however, if you don’t read them they have no value. This is also very true with our life. I’ve been given direction and guidance to eat the right foods and exercise regularly. These are valuable suggestions that will improve the quality of life for all of us. Yet many times we receive directions like that we don’t read or listen to. We have logical reasons worked out that provide us the excuses for noncompliance. Working with people for the majority of my life I have found many people will pretend to listen to good instructions without ever committing to change. They tell you what is believed you want to hear knowing they will discard the guidance. These individuals will never prosper long term as their close minded attitude keeps the directions inside the box without even being read. They will make the same mistakes often and reduce the quality of their life believing they’ve got it all figured out and don’t need any guidance. Today I challenge all of you to read the directions. To always be seeking advice and guidance on ways to improve. And for any of you that are in leadership be that person to provide the well-illustrated detailed directions that are easy to understand and provide the team with the satisfaction of completing them with ease.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com
1-888-205-8718
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