Is Your Store Ready For Training?

-by Sally Whitesell I have been hired numerous times to perform training in stores that are not mentally or physically prepared for growth. Mentally, because their advisors think they are doing well enough and don’t see the growth potential in their position. Physically, because the shop is already full, or scheduled work is backed up […]

cc flickr photo by AJ Cann

How To Train a Goldfish. (Or a human with a short attention span)

-by Sally Whitesell for AutoSuccess Magazine Are you having problems getting your Fixed Ops team to pay attention and retain the information from your training programs? Are you conducting training sessions without getting results from your trainees? Are they insubordinate, lazy or just plain bored? Believe it or not, most of your people have good […]

It’s Not About Speed

-by Sally Whitesell for Fixed Ops Magazine MYTH: “Customers just want fast service. They want to be in and out quickly and they don’t want to be sold anything at the write-up.” Ever heard these statements before? I hear this from advisors all the time, and they couldn’t be more wrong in these assumptions. Of […]

Why Aren’t There More Women in the Auto Industry?

As a female trainer who has been in this industry for 25 years, I am constantly asked this million-dollar question. Listen up, because I am going to give you some straight answers. Make no mistake; creating a gender balance on your team is worth millions. When female clients see a gender-balanced staff, they will be […]

Presenting Maintenance is Not a Choice, it’s a Responsibility!

-by Kristopher Hampton for AutoSuccess Magazine How would your clients feel if, while leaving your store, someone shared that their advisor didn’t tell them about all of the maintenance recommendations for their vehicle? Do you think they would be mad, disappointed, surprised? Would they ever trust your store again? Keep in mind that when we […]

Get Your Customers in the Door with a Service BDC

-By Sally Whitesell For AutoSuccess Magazine Your phone is ringing. It’s your most important customer calling. Your dealership has spent a lot of money to get the phones to ring. Every poorly handled call is a lost opportunity that you can’t afford. When service advisors – who are already working at a frenetic pace – […]

How to Avoid Survey Backfire

-by Sally Whitesell for AutoSuccess Magazine Customer satisfaction surveys have trained us as consumers to scrutinize every aspect of our customer service experience. You can’t make a purchase without someone asking you to fill out a survey. I could spend 2 minutes in a store and feel perfectly satisfied because my visit was quick and […]

Give Your Advisors the Foundation They Need to Build Success

By Sally Whitesell for Fixed Ops Magazine. As a professional trainer, my goal is to help you increase production, retain customers and employees, and boost CSI. Yet many times I’ll be training at a dealership and notice that the foundation needed to build these wins aren’t in place. Here are some crucial questions to ask […]

Creating a Successful Team

By Kristopher Hampton for Auto Success Magazine. Imagine for a moment that you are the coach of your favorite team and getting ready for a new season. You have the right players and talent to go all the way to the championship with hard work, focus, preparation, and training. This is going to be the […]

Welcome!

-by Sally Whitesell for Dealer Service Magazine. Never underestimate the importance of a professional greeting! Nothing sets the tone for an exceptional service experience more than a warm welcome. I’m not just referring to your client’s experience, but also your advisor’s experience with each individual. When we start off by making clients feel like a […]

How to Make Your Training Sessions Pay Off

-by Sally Whitesell for Auto Success Magazine. Are you conducting training sessions without getting results? Are you having problems getting your team to retain information and effectively implement your processes? If you answered yes to either of these questions, you may not be presenting material in a way that triggers the memory banks of 90% […]

Why Advisors Don’t Advise

-by Sally Whitesell for Dealer Service Magazine. Every time I do a seminar I am reminded about how confused advisors, and even managers, can be about the true responsibilities of a service advisor’s position. We simply need look at the title “Service Advisor” to get a clear understanding that this job is to advise every […]

How to Beat the “Good Enough” Syndrome

-by Sally Whitesell for AutoSuccess Magazine. Is your top performer good enough to set the standard for your entire department? If everyone settles for reaching that advisor’s performance level, will your store truly be great? If having all of your advisors step up to your top performer’s level is your dream come true, you need to […]

How To Turn Rings Into “CHA-CHINGS!”

-by Sally Whitesell for AutoSuccess Magazine. When a potential guest calls your store, they want your store to be the place they will spend their money. The sale is yours to lose. Unfortunately, we often think of phone calls as something we need to “get handled” and hire a minimum wage employee with a nice […]

They’ll Love You or Leave You…

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 […]

Every Client’s Crazy ‘Bout a Sharp Dressed Advisor

-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 […]

3 Reasons Your Service Advisors Are Leaving

-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 […]

Why Should We Focus on Women? Part 3

-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 […]

A Convenient Truth

-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 […]

How to Engage the Visual and Kinesthetic Learners on Your Automotive Team (video)

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, […]