Kristopher Hampton's Posts - DealerELITE.net2024-03-29T00:14:25ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHamptonhttps://storage.ning.com/topology/rest/1.0/file/get/2535928467?profile=RESIZE_48X48&width=48&height=48&crop=1%3A1https://www.dealerelite.net/profiles/blog/feed?user=2s54b2n24996a&xn_auth=noThe Taste of a Successful Service Departmenttag:www.dealerelite.net,2017-02-10:5283893:BlogPost:4950782017-02-10T15:46:51.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
<p><a href="http://storage.ning.com/topology/rest/1.0/file/get/125312340?profile=original" target="_self"><img class="align-center" src="http://storage.ning.com/topology/rest/1.0/file/get/125312340?profile=RESIZE_1024x1024" width="700"></img></a></p>
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<p><span class="font-size-3">Did you know it would take a car salesman 22 cars sales a month to match the monthly gross sales of one average service advisor? These numbers may shock you!</span></p>
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<p><span class="font-size-3">Have you ever considered how many of your clients an advisor works with each day? According to NADA, most advisors write up an…</span></p>
<p><a href="http://storage.ning.com/topology/rest/1.0/file/get/125312340?profile=original" target="_self"><img width="700" src="http://storage.ning.com/topology/rest/1.0/file/get/125312340?profile=RESIZE_1024x1024" width="700" class="align-center"/></a></p>
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<p><span class="font-size-3">Did you know it would take a car salesman 22 cars sales a month to match the monthly gross sales of one average service advisor? These numbers may shock you!</span></p>
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<p><span class="font-size-3">Have you ever considered how many of your clients an advisor works with each day? According to NADA, most advisors write up an average of 15 customers per day and talk to many more on the phone. This makes them the most important customer service representative in your store with the most opportunities to generate sales and increase customer retention; not only in your service department, but in every department.</span></p>
<p><span class="font-size-3"><strong><u>An Average Service Advisor:</u></strong></span></p>
<p><span class="font-size-3">If your advisors write 15 ROs per day at 1.5 Hrs per RO – <em>The NADA average</em>– They are producing 22.5 hours per day.</span><br/><span class="font-size-3">With a $90 effective labor rate, they are selling $2025 of labor.</span><br/><span class="font-size-3">With an 80% parts to labor ratio, add $1620 for parts.</span><br/><span class="font-size-3">This means an average advisor is selling $3645 per day.</span><br/><span class="font-size-3">$3645 x 21 workdays in a month = $76,545 per month.</span><br/><span class="font-size-3">$76,545 x 12 months= <strong><u>$918,540.00</u> Total Sales Annually per advisor!</strong></span></p>
<p><span class="font-size-3">As you can see your advisors are the “meatloaf and potatoes” of the automotive dinner. But wait – wouldn’t you rather eat a filet? Really, who wants to be average? We have to think BIG and this next set of numbers will help you see how even a small increase could fill your freezer.</span></p>
<p><span class="font-size-3"><strong><u>A Professionally Trained Service Advisor:</u></strong></span></p>
<p><span class="font-size-3">Let’s say they’re still writing 15 ROs per day, but we increase their hours to 2.0 Hrs per RO<em>– a realistic number for most trained advisors, although some will be much higher- </em>They are now producing 30 hours per day.</span><br/><span class="font-size-3">With a $90 Effective Labor rate, they are now selling $2700 of labor.</span><br/><span class="font-size-3">At 80% parts to labor ratio, add $2160 for parts.</span><br/><span class="font-size-3">A professionally trained selling advisor is selling $4860 per day.</span><br/><span class="font-size-3">$4860 X 21 workdays = $102.060.00 per month.</span><br/><span class="font-size-3">$102.060 X 12 months= <strong><u>$1,224,720.00</u> Total Sales Annually per advisor!</strong></span></p>
<p><span class="font-size-3"><strong>This is an increase of $306,180.00 per chair that results from investing in training for your service advisors. </strong>Add to that: higher customer retention, higher customer satisfaction and even increased employee retention.</span></p>
<p><span class="font-size-3">After looking at the potential, it becomes clear that our advisors should be considered a key part of our sales team. Do you have someone in your service department who is qualified and experienced enough to train and motivate your team? Let’s face it; most service managers are not sales trainers. <strong>The numbers above clearly indicate this department demands good training.</strong></span></p>
<p><span class="font-size-3">The potential for increased revenue is enormous. This growth is attainable with consistent training, strong processes, daily motivation and goal setting meetings. Investing in professional sales and customer service training for your team will develop them individually and collectively. Isn’t it time you tasted success?</span></p>
<p><span class="font-size-3">~Kristopher Hampton and the Fixed Ops University Team</span></p>
<p><span class="font-size-3"><em><span><span style="color: #00ccff;"><a rel="nofollow" href="http://swservicesolutions.com/" target="_blank"><span style="color: #00ccff;">sw Service Solutions</span></a></span> offers in-store training nationwide and <span><span style="color: #0000ff;"><a rel="nofollow" href="http://swservicesolutions.com/fixed-ops-university/" target="_blank"><span style="color: #0000ff;">Fixed Ops University</span></a></span>;</span> engaging online training for managers and service advisors. Their training includes the highly sought after <span>“<a rel="nofollow" href="http://swservicesolutions.com/what-drives-women/" target="_blank"><span><span style="color: #ff00ff;">What Drives Women</span>?</span></a>”</span> program and the book, “<span><span style="color: #339966;"><a rel="nofollow" href="http://swservicesolutions.com/words-that-sell-service/" target="_blank"><span style="color: #339966;">Words That Sell Service</span></a></span>.”</span></span></em></span></p>Playoffs?! We don't even practice with passion!" Do you know who said this?tag:www.dealerelite.net,2017-01-27:5283893:BlogPost:4943012017-01-27T20:30:00.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
<a href="http://storage.ning.com/topology/rest/1.0/file/get/2545167577?profile=original" target="_self"><img class="align-center" src="http://storage.ning.com/topology/rest/1.0/file/get/2545167577?profile=RESIZE_480x480" width="450"></img></a> <br></br>
Pretty much any coach has said that during a losing streak, but imagine your favorite team right before the season starts. You pull out your favorite jersey and call your friends while the chicken wings are frying because you are pumped! You just know this year they are going to go all the way. Then you read that the team owner has decided to cut practice down to one day a…
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Pretty much any coach has said that during a losing streak, but imagine your favorite team right before the season starts. You pull out your favorite jersey and call your friends while the chicken wings are frying because you are pumped! You just know this year they are going to go all the way. Then you read that the team owner has decided to cut practice down to one day a week to save some pennies. He believes the team is good enough to play at a high level because after all, he sure pays them enough! As a fan, you are thinking, "What is wrong with this guy? Is he crazy?” Of course, the team gets worse as the season roles on, players quit and they look like a middle school team playing Alabama. Their fan base depletes tremendously with tons of revenue lost, but hey, it looked good on paper before the season started right? No! It’s not right and now you have to rebuild.<p></p>
<p>Smart coaches know that their team needs daily motivation and practice to stay focused. Just like a player without practice, an employee will eventually quit because they are not successful and they lose more than they win. Nobody likes to lose and they will eventually feel the defeat.</p>
<p>How does this scenario play out in your business? How many times have you said, “We are in a rebuilding stage?” Why do we go through rebuilding stages that cost us customers, employees, and profits? I call it the:</p>
<p>~Never-Ending Cycle of losing dollars to save pennies.~</p>
<p>If your first question this year is “how can we cut training costs?”, you fall on the saving pennies side. If your first questions is “how can we invest in our people?”, you are on the path to discovering dollars. It really is that simple! Yes, you can always spend hours looking at numbers and find smart ways to cut wasteful spending, but investing in your team should not be up for debate. Without them you have no business so their training and coaching should be on the top of your priority list. <br/> Continuing to invest in your team will help them develop new skills, reach new levels of success and enhance morale. All lead to a winning team as they increase your dollars many times over. This seems like a much more profitable option than saving pennies.</p>
<p>So which one are you going to be this year? A good coach that develops your team and increases your revenue, or a penny pincher that constantly has to rebuild due to losses and turnover. A consistent training plan that will help your team grow and be successful in all aspects is needed to make sure you are not losing those dollars or employees to save pennies.</p>
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<p>Now I have one final question for you. Who would you like to be your coach?</p>
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<p>Kristopher Hampton & The Fixed Ops University Team</p>The 50/50 Training Technique (Spending training dollars wisely in 2016)tag:www.dealerelite.net,2015-10-19:5283893:BlogPost:4648192015-10-19T21:30:00.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
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<p style="text-align: center;"><em><span class="font-size-4"><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545150153?profile=original" target="_self"><img height="151" src="http://storage.ning.com/topology/rest/1.0/file/get/2545150153?profile=original" width="300"></img></a></span></em></p>
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<p><em><span class="font-size-4">Would you ever consider letting a member of your sales team on the floor to sell cars without any training? Could your sales…</span></em></p>
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<p style="text-align: center;"><em><span class="font-size-4"><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545150153?profile=original" target="_self"><img src="http://storage.ning.com/topology/rest/1.0/file/get/2545150153?profile=original" width="300" height="151"/></a></span></em></p>
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<p><em><span class="font-size-4">Would you ever consider letting a member of your sales team on the floor to sell cars without any training? Could your sales team sell cars without knowing the features and benefits as well as your process? Most dealerships spend a lot of time and money consistently training their sales departments with strict guidelines and processes in place. Yet developing a process and training for your service team is a critical element that most dealerships let <u>fall by the wayside</u>. Your average sales team member is lucky to see 5 potential clients a day while one service advisor can see 30 or more. Why wouldn’t you make training your service advisors just as high of a priority as training your sales team? Shouldn't it at least be a 50/50 split? Let’s face it, with profit margins on new and used car sales diminishing every year it is fair to say that your service department is a big part of your profitability as well as customer retention. If you have not trained your service team in the past, no problem! I have created a simple check list to help you get started. </span></em></p>
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<ul>
<li><span class="font-size-3"><em><b>Do you have a company mission statement that everyone can quote</b>? Yes I know, it is on the wall but does everyone know it, believe in it and strive to accomplish it!</em></span></li>
</ul>
<p><span class="font-size-3"><em> </em></span></p>
<ul>
<li><span class="font-size-3"><em><b>Do you have training resources available for your staff to easily develop or review?</b> Most service managers do not have the time or the skills to develop a training programs, so a resource to supply material of help with training is just as important to them as it is to your sales managers.</em></span></li>
</ul>
<p><span class="font-size-3"><em> </em></span></p>
<ul>
<li><span class="font-size-3"><em><b>Does your training program consistently teach your team communication skills along with how to excel in their careers delivering higher hours per RO, effective labor rates, and customer pay?</b></em></span></li>
</ul>
<p><span class="font-size-3"><em> </em></span></p>
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<li><span class="font-size-3"><em><b>Does your service team have weekly meetings, role-plays, incentives, and rewards for outstanding performance?</b></em></span></li>
</ul>
<p><span class="font-size-3"><em> </em></span></p>
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<li><span class="font-size-3"><em><b>Is your shop staffed according to your current levels of production and can they handle getting the work done in a timely manner?</b></em></span></li>
</ul>
<p><span class="font-size-3"><em> </em></span></p>
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<li><span class="font-size-3"><em><b>Do you have leaders and management staff in the right positions to deliver your consistent message, motivate your team, keep your morale up, and develop long term employees?</b></em></span></li>
</ul>
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<p><em><span class="font-size-4">The service, sales, and parts departments should work together as a team. Joint teamwork meetings or special events would be another way to accomplish building these relationships.</span></em></p>
<p><em><span class="font-size-4">I see many dealerships that have a “separate department” mentality that feel like they’re working against each other instead of working with each other. Have you ever thought of having an incentive program that involves both departments? Be creative and make training fun and interesting. After a while it will become second nature to you and your team and the results will make it well worth the effort! Service drives need a continuous training program that works. </span></em></p>
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<p style="text-align: center;"><span style="text-decoration: underline;"><em><span class="font-size-6" style="color: #00ccff;"><strong><span style="text-decoration: underline;"><a href="http://swservicesolutions.com" target="_blank"><span style="color: #00ccff; text-decoration: underline;">SW Service Solutions</span></a></span></strong></span><span style="color: #00ccff;" class="font-size-6"><strong><span style="color: #00ccff; text-decoration: underline;"> (Click Here)</span></strong></span></em></span></p>
<p><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545152156?profile=original" target="_self"><img src="http://storage.ning.com/topology/rest/1.0/file/get/2545152156?profile=original" width="500" class="align-center" height="269"/></a></p>
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<p></p>COURTESY SHUTTLE DRIVERS... Critical piece to your success puzzle.tag:www.dealerelite.net,2015-04-06:5283893:BlogPost:4513352015-04-06T00:00:00.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
<div style="text-align: center;"><span class="font-size-6" style="color: #3366ff;"><em><strong>Courtesy Shuttle Driver (CSD)…</strong></em></span></div>
<div style="text-align: center;"><em><strong><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545167848?profile=original" target="_blank"><img height="141" src="http://storage.ning.com/topology/rest/1.0/file/get/2545167848?profile=original" width="345"></img></a></strong></em></div>
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<div style="text-align: center;"><span class="font-size-6" style="color: #3366ff;"><em><strong>Courtesy Shuttle Driver (CSD)</strong></em></span></div>
<div style="text-align: center;"><em><strong><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545167848?profile=original" target="_blank"><img src="http://storage.ning.com/topology/rest/1.0/file/get/2545167848?profile=original" width="345" height="141"/></a></strong></em></div>
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<div><span style="color: #3366ff;" class="font-size-3"><em><span style="color: #000080;">Do you have a courtesy shuttle driver working at your dealership? If you don't you should ask yourself why not? Their position in your dealership is vital to all your staff. They're in very close contact with all your potential buyers and service customers. Their influence on your CSI and production is critical for a dealership's success. Who sees more potential buyers and service clients then your shuttle driver and shuttle vehicle? </span> </em></span></div>
<div><span style="color: #0000ff;" class="font-size-5"><em><span style="text-decoration: underline;"><b>Your Shuttle Driver should:</b></span></em></span></div>
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<li><span class="font-size-3" style="color: #0000ff;"><em>Always look nice for work.</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Have general etiquette training. (what to say and not to say)</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Have weekly training on all your dealerships promotions and specials. (You don't want them to pitch or advertise, but they should be able to answer clients basic questions while driving.)</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Have them on a set schedule for leaving the dealership so everyone knows when the shuttle is leaving. (Example: 7:40, 8:40, 9:40.) Yes things happen, but a schedule like the example gives you a window.</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Help with car washes, porting, and greeting while not on the road.</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Play up your amenities while conversing with your clients who are waiting to leave. (refreshments, wifi, etc..)</em></span></li>
<li><span class="font-size-3" style="color: #0000ff;"><em>Take the shuttle van's appearance seriously. (Best way to advertise.) </em></span></li>
<li><span style="color: #0000ff;"><span class="font-size-3"><em>Keep up to date dealership news magazines and advertisement events. (Keep it nice and orderly.)</em></span></span></li>
<li><span style="color: #0000ff;"><em><span class="font-size-3">Along with everyone else in the Dealership, they should practice your company wide greeting. (Especially on the service drive.) </span></em></span></li>
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<div><span class="font-size-3"><span style="color: #0000ff;"><em><span style="color: #000080;">Our clients want more personality and emotional benefits when making buying decisions. Our human nature is to connect with people, not technology. Technology is not always a good thing. We think we are connected with friends, family, and the world, but in reality we are more disconnected than ever from the human spirit. Facebook, Twitter, online dating sites, and news feeds are a direct link to this new age. Subconsciously we yearn for human contact in some form. We cannot do anything to change the way the world keeps spinning, but the automotive industry can keep up with the times. A shuttle driver's job is personal and emotional to your clients. A perfect edge piece to your dealership employee puzzle.</span> </em></span><br/></span></div>
<div><a href="http://storage.ning.com/topology/rest/1.0/file/get/2545168115?profile=original" target="_blank"><img width="750" src="http://storage.ning.com/topology/rest/1.0/file/get/2545168115?profile=RESIZE_1024x1024" width="330" height="219" class="align-center"/></a> </div>The Most Important Meet and Greettag:www.dealerelite.net,2015-02-19:5283893:BlogPost:4455972015-02-19T19:00:00.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
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<p>There is a big opportunity that most dealerships are not taking advantage of on a daily basis. Buying a car is a huge investment. On average it is the 2nd biggest investment in your clients' lives. <a href="http://storage.ning.com/topology/rest/1.0/file/get/2393144962?profile=original" target="_self"><img class="align-full" height="335" src="http://storage.ning.com/topology/rest/1.0/file/get/2393144962?profile=RESIZE_1024x1024" width="570"></img></a> So why is it that our sales teams are not going the extra mile after the car is purchased? The relationship is not over at this point, it is actually just beginning!…</p>
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<p>There is a big opportunity that most dealerships are not taking advantage of on a daily basis. Buying a car is a huge investment. On average it is the 2nd biggest investment in your clients' lives. <a href="http://storage.ning.com/topology/rest/1.0/file/get/2393144962?profile=original" target="_self"><img width="750" src="http://storage.ning.com/topology/rest/1.0/file/get/2393144962?profile=RESIZE_1024x1024" width="570" class="align-full" height="335"/></a> So why is it that our sales teams are not going the extra mile after the car is purchased? The relationship is not over at this point, it is actually just beginning! Every new client should receive the red carpet treatment after a vehicle is purchased. What do I mean by that? Below are the procedures that should be implemented for every new client:</p>
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<ul>
<li>Give a grand tour of your dealership and amenities. </li>
<li>Walk them to the service drive area and introduce them to a manager or service advisor</li>
<li>Reassure them that your dealership will take care of all their service needs</li>
<li>Schedule the first visit to the service department </li>
<li>During your active delivery a picture should be taken. </li>
<li>After the picture is taken, have each new client like your facebook page to see their photo and receive important updates/promotions. This is a FREE way to advertise! Take advantage of it with every client. </li>
</ul>
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<p>Are these procedures being done at your dealership? Emotional connections are the way of the world today. If these processes are followed and accountability is implemented on a daily basis you will see increases, and most importantly develop happy loyal clients. </p>Why do we Offer Coupons?tag:www.dealerelite.net,2014-11-20:5283893:BlogPost:4378112014-11-20T18:00:00.000ZKristopher Hamptonhttps://www.dealerelite.net/profile/KristopherHampton
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<p>I hear from Advisors all over the country that fear coupon drops in the mail. This is not a negative thing. It is a very positive way to build your client base.</p>
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<p> Dealerships spend a lucrative amount of money to drop coupons. Advisors need to be encouraged and informed about all chances to win clients back. It's called "Planting the seed". Blow clients away with consistent processes of excellent customer service and new levels of Profitability will be…</p>
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<p>I hear from Advisors all over the country that fear coupon drops in the mail. This is not a negative thing. It is a very positive way to build your client base.</p>
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<p> Dealerships spend a lucrative amount of money to drop coupons. Advisors need to be encouraged and informed about all chances to win clients back. It's called "Planting the seed". Blow clients away with consistent processes of excellent customer service and new levels of Profitability will be reached. </p>
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<p>Coupons are the dealerships way of baiting the hook and delivering you the catch. Build that rapport and smile. Sell yourself. Change your mindset. </p>