I have found that training, or lack thereof, makes a huge impact on the success of a fixed operations department.  Manufacturers spend a great deal of money developing curriculum to enhance dealership personel performance.  They entice the dealership to utilize this training in the way of money allocation for car sales and parts ordering.  I am amazed at the number of employees who simply cannot stand to be forced to increase their knowledge.

From the very beginning of my career, I saw these classes/seminars as a way to make me a better employee.  Just like everyone else, I entered into the car business as a "green pea."  The more I learned, the more valuable I became to my employer.  I began to see my efforts pay off in every aspect of my career...and not just monetarily.  I was able to convey my ideas and knowledge to customers more easily, and I was able to discuss issues with the manufacturer more effectively.

My question to fixed operations directors and service managers:  do you have a warranty administrator that is fully trained by the manufacturer?  Do you have a warranty administrator to seeks additional training whenever possible?  I ask this because your warranty administrator is soley responsible for securing a very large portion of your fixed operation revenue.  You have multiple service advisors, and they are only providing a small portion of your dollars...you have three times as many technicians, and they are providing an even smaller portion of your dollars - you continually enforce training requirements on them...are you overlooking one of the major players in your department? 

Training is essential to maximize your warranty revenue.