Sally Whitesell's Blog (72)

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 efficient.…

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Added by Sally Whitesell on March 22, 2019 at 4:30pm — No Comments

Give Your Clients What They Want. Text Them!

-By Kristopher Hampton of sw Service Solutions 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 message.” Yet the…

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Added by Sally Whitesell on March 15, 2019 at 3:55pm — No Comments

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 yourself to…

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Added by Sally Whitesell on March 1, 2019 at 4:26pm — No Comments

Making Your Training Sessions Pay Off (Podcast)

Sally Whitesell, president of sw Service Solutions, joins the AutoSuccess Podcast to discuss how you can make your training sessions pay off.

Listen now:

 http://swservicesolutions.com/…

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Added by Sally Whitesell on February 13, 2019 at 5:30pm — No Comments

Creating a Successful Team

By sw Service Solutions' 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 year you’ll be the absolute best, the…

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Added by Sally Whitesell on February 8, 2019 at 5:53pm — No Comments

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…

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Added by Sally Whitesell on February 1, 2019 at 6:44pm — No Comments

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…

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Added by Sally Whitesell on January 18, 2019 at 4:47pm — No Comments

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…

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Added by Sally Whitesell on December 28, 2018 at 4:30pm — 5 Comments

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…

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Added by Sally Whitesell on December 14, 2018 at 3:57pm — No Comments

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 voice to fill this position. Yet…

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Added by Sally Whitesell on December 3, 2018 at 5:14pm — No Comments

How Courtesy Shuttle Drivers Can Make Everyone Happy

What one person has the opportunity for an uninterrupted 10-20 minute conversation with your potential buyers and service customers?

Your courtesy shuttle driver. Is this a person you trust to represent your store? The benefits of a friendly, professional shuttle…

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Added by Sally Whitesell on August 10, 2018 at 5:15pm — No Comments

Making a Positive Impression - Podcast

Listen to Sally Whitesell speak about the importance of making a positive impression on the AutoSuccess podcast:…

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Added by Sally Whitesell on June 18, 2018 at 12:53pm — No Comments

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…

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Added by Sally Whitesell on June 14, 2018 at 4:06pm — 2 Comments

3 Reasons Your Service Advisors Are Leaving

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 people each time they bring in their car…

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Added by Sally Whitesell on April 25, 2018 at 3:00pm — No Comments

Tee off for exciting training to get your advisors drive-ready!

Are you ready to tee off for some new training? sw Service Solutions "The First Step" series gets your advisors ready to sell on the drive.

Added by Sally Whitesell on April 16, 2018 at 5:42pm — No Comments

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…

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Added by Sally Whitesell on March 26, 2018 at 7:03pm — No Comments

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…

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Added by Sally Whitesell on March 5, 2018 at 2:15pm — 2 Comments

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…

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Added by Sally Whitesell on February 26, 2018 at 5:48pm — No Comments

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