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I was struggling to find the right forum to post, so please feel free to move to the appropriate column if you wish.

 

Was looking for another management software and ran across this, specifically dealer targeted, system.

 

http://www.adpdealerservices.com/en/solutions/fixed-ops/service-department/adp-service-edge.aspx

 

For those who worked at the dealer before, it is probably not news, but to me it was. I realize that they have to sell their system to the dealer, just like AllData or whoever is selling theirs to us. But, please click on the video and see how they approach the customer experience process as a long term commitment. We are constantly talking about it here on the forum, but are we really giving our 100% commitment to each and every one of them?

If we are to beat the dealer at their game, we must see what they are doing and how to tweak our business accordingly.

At 02:04 of the video you will notice the word I love to hate - UPSELL

 

http://www.businessdictionary.com/definition/upselling.html

 

I just wish more of our customers can see what the dealer is really interested in. See 02:22

No, I am not into dealer bashing and actually believe there is plenty of decent dealerships out there that have customer benefit in mind and would treat them right. On other hand, there is plenty of them that don't and that's where majority of our business will come from.

 

 

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  • Have you checked out Joe's Latest Blog?

         3 comments
      Got your attention? Good. The truth is, there is no such thing as the perfect technician pay plan. There are countless ways to create any pay plan. I’ve heard all the claims and opinions, and to be honest, it’s getting a little frustrating. Claims that an hourly paid pay plan cannot motivate. That flat rate is the only way to truly get the most production from your technicians. And then there’s the hybrid performance-based pay plan that many claim is the best.
      At a recent industry event, a shop owner from the Midwest boasted about his flat-rate techs and insisted that this pay plan should be adopted by all shops across the country. When I informed him that in states like New York, you cannot pay flat-rate, he was shocked. “Then how do you motivate your techs” he asked me.
      I remember the day in 1986 when I hired the best technician who ever worked for me in my 41 years as an automotive shop owner. We’ll call him Hal. When Hal reviewed my pay plan for him, and the incentive bonus document, he stared at it for a minute, looked up, and said, “Joe, this looks good, but here’s what I want.” He then wrote on top of the document the weekly salary he wanted. It was a BIG number. He went on to say, “Joe, I need to take home a certain amount of money. I have a home, a wife, two kids, and my Harly Davidson. I will work hard and produce for you. I don’t need an incentive bonus to do my work.” And he did, for the next 30 years, until the day he retired.
      Everyone is entitled to their opinion. So, here’s mine. Money is a motivator, but not the only motivator, and not the best motivator either. We have all heard this scenario, “She quit ABC Auto Center, to get a job at XYZ Auto Repair, and she’s making less money now at XYZ!” We all know that people don’t leave companies, they leave the people they work for or work with.
      With all this said, I do believe that an incentive-based pay plan can work. However, I also believe that a technician must be paid a very good base wage that is commensurate with their ability, experience, and certifications. I also believe that in addition to money, there needs to be a great benefits package. But the icing on the cake in any pay plan is the culture, mission, and vision of the company, which takes strong leadership. And let’s not forget that motivation also comes from praise, recognition, respect, and when technicians know that their work matters.
      Rather than looking for that elusive perfect pay plan, sit down with your technician. Find out what motivates them. What their goals are. Why do they get out of bed in the morning? When you tie their goals with your goals, you will have one powerful pay plan.
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