5 Keys to Building Customer Loyalty -by Sally Whitesell for Fixed Ops Magazine. These days we’re all focused on making sure our guests are completely satisfied. We seem to think that if they are, they will become loyal clients. This simply isn’t true. Loyalty is not built through a satisfactory experience, it is built through […]

-by Sally Whitesell for AutoSuccess Magazine. Does your team dress for success? If they want to be treated as professionals, they must look like professionals, so it’s time to suit up. We’d all love to wear our comfortable weekend clothes to work, but if we want to be treated with respect and taken seriously, we […]

-by Sally Whitesell for Autosuccess Magazine. Keep your customers by keeping your employees. Employee turnover in the automotive industry has increased to 43%(1). We know that turnover takes a big bite out of our profits in every department, but in the service department, it’s also costing you customers. Your clients like to see the same […]

-by Sally Whitesell for AutoSuccess Dealer Service Magazine. In my two previous articles (Part 1 and Part 2), I shared the importance of creating the right environment for your female clients on the drive, in the waiting area and even in the restrooms. Why? Because women are the primary purchasers of almost everything! Decades of […]

-by Sally Whitesell for AutoSuccess Service Magazine. For today’s client, convenience is everything. Just ask the top online retailers; Amazon, Walmart.com, Apple, and Staples. Fortune.com reports that 51% of all purchases in America are made online and that number increases every year.¹ This is proof that Americans are growing more and more accustomed to shopping […]

Joe: Sally Whitesell has spent more than two decades providing service advisor training in service departments across the country. Her professional training products have been utilized at dealerships by individuals, service teams, managers, and of course, at the corporate level. She is the founder and CEO of sw Service Solutions, and also, which we love, […]

-By Kristopher Hampton for AutoSuccess Magazine. When we’ve been in the automotive business for a long period of time, it can be hard to relate to what our guests are experiencing. But when I go into automotive service facilities as a customer, I often end up with some extremely valuable insight. Recently I took my […]

-by Sally Whitesell for AutoSuccess Service Magazine. You know from Part 1 that women are crucial to your business. So are you making women a top priority? If you meet the expectations of women you will exceed the expectations of everyone. Please keep this in mind as we focus on the importance of your waiting room and […]

Joe: Sally Whitesell has spent over two decades providing service advisor training in service departments across the country. Her professional training products have been utilized at dealerships by individuals, service teams, managers and at the corporate level.  She is the founder and CEO of sw Service Solutions, and also a contributor to CBT news. We […]

-by Sally Whitesell for AutoSuccess Magazine. These days you cannot walk into a supermarket or fast food restaurant without getting asked to fill out a survey. “You might even win a prize!” However, most of us do not take the time to fill out surveys unless we have had a bad experience or someone has […]

Joe: Sally Whitesell is the CEO and founder of sw Service Solutions and Fixed Ops University. She has provided service advisor training in hundreds of drives across the country for more than 23 years at an individual and corporate level. She is also a contributor to CBT News, and we welcome her, and now Sally, […]

-by Sally Whitesell for Fixed Ops Magazine. I recently spoke at a conference in Orlando. After my presentation, I noticed a workshop on the schedule: “How to recruit and keep your technicians.” I ran down the hall to a room packed like sardines. The conference-goers were anxious to attend because someone was finally going to […]

-by Sally Whitesell for AutoSuccess Service Magazine. Why should we focus on women? The facts may shock you! There has been a lot written about the importance of catering to your female clientele. Unfortunately many dealerships don’t completely understand why this is so crucial to current, and more importantly, future business. I’m a woman who […]

Joe: It’s a pleasure to have on once again to CBT News, Sally Whitesell. She’s the founder and CEO of sw Service Solutions, and a recent speaker at the Women in Automotive Conference. Sally, we appreciate you taking the time. We know you are busy, you’re always on the road training, so thank you so […]

-By Kristopher Hampton for AutoSuccess Magazine. One of the biggest complaints in our industry is “No one ever called me.” Most service managers hear this at least once a day. After you have established that a call was actually made, you may hear, “I never listen to my voicemails anymore so I didn’t get your […]

-By Sally Whitesell for Fixed Ops Magazine. Which do you have on your staff? Every department has its standouts and its under-achievers, but have you ever considered what makes them so different? Both work in the same environment, with the same guests, and the same pay plan; but their productions levels and customer satisfaction scores […]

Joe: It’s a pleasure to welcome to CBT news for the first time, Sally Whitesell, founder and CEO of SW Service Solutions. Sally, thank you for taking time with us today. Sally: Well thank you for having me, it’s a pleasure. Joe: So let’s get right to it Sally. We are always hearing about how […]

-by Sally Whitesell. Most dealerships are used to focusing most of their time and attention on their sales team and profits from the front end. Unfortunately the profits made on each sale is dwindling and new car sales are down. Lost revenue on your front end makes everyone want to tighten their belts. The question […]

-by Sally Whitesell for Fixed Ops Magazine. Have you ever put a price tag on each of your service advisor’s chairs? Well, you should! It’s probably worth much more than you realize. This chair has the potential to be the most valuable seat in your dealership. Just think about it. The person in this chair […]

-by Sally Whitesell. Emotions play a big part in most women’s purchasing decisions. Yes, I said it! It doesn’t mean we are less informed. It means we use a combination of facts and feelings to make buying decisions. In case you don’t believe me – gentlemen, when was the last time you spent an entire […]

-by Kristopher Hampton. “Playoffs? We can barely make it to practice!” Pretty much any coach has made this statement during a losing streak, but imagine you and your favorite team getting ready for a new season. You pull out your favorite jersey and call your friends while the chicken wings are frying because you are […]

-by Sally Whitesell. Today’s customer will scrutinize every aspect of their customer service experience in your store. We don’t just make buying decisions based on necessity; we buy things that make us feel and look good. We buy things our friends have had a good experience with or that have high ratings and reviews. We […]

-by Sally Whitesell for AutoSuccess Magazine. Terminating someone is never pleasant and not to be taken lightly. As a former service manager I only had to fire one service advisor -and I did not make that decision lightly. However, in most cases it is the employee’s choice to get fired. What do I mean? Certainly […]

-by Sally Whitesell for Fixed Ops Magazine. The biggest topic in our industry right now is Customer Retention. How do we get people who walked in our door to keep coming back and become loyal long-term clients? There are many reasons our customers defect: poor customer service, frequent employee turnover or even poor communication with […]