-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.…Continue
Added by Sally Whitesell on March 22, 2019 at 4:30pm — No Comments
-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…Continue
Added by Sally Whitesell on March 15, 2019 at 3:55pm — No Comments
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…Continue
Added by Sally Whitesell on March 1, 2019 at 4:26pm — No Comments
Sally Whitesell, president of sw Service Solutions, joins the AutoSuccess Podcast to discuss how you can make your training sessions pay off.
Added by Sally Whitesell on February 13, 2019 at 5:30pm — No Comments
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…Continue
Added by Sally Whitesell on February 8, 2019 at 5:53pm — No Comments
-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…Continue
Added by Sally Whitesell on February 1, 2019 at 6:44pm — No Comments
-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…Continue
Added by Sally Whitesell on January 18, 2019 at 4:47pm — No Comments
-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…Continue
-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…Continue
Added by Sally Whitesell on December 14, 2018 at 3:57pm — No Comments
-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…Continue
Added by Sally Whitesell on December 3, 2018 at 5:14pm — No Comments
Added by Sally Whitesell on November 12, 2018 at 3:02pm — No Comments
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…Continue
Added by Sally Whitesell on August 10, 2018 at 5:15pm — No Comments
Added by Sally Whitesell on July 19, 2018 at 11:30am — No Comments
Listen to Sally Whitesell speak about the importance of making a positive impression on the AutoSuccess podcast:…Continue
Added by Sally Whitesell on June 18, 2018 at 12:53pm — No Comments
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…Continue
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…Continue
Added by Sally Whitesell on April 25, 2018 at 3:00pm — No Comments
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
-by Sally Whitesell for AutoSuccess Dealer Service Magazine.Continue
Added by Sally Whitesell on March 26, 2018 at 7:03pm — No Comments
-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…
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…Continue
Added by Sally Whitesell on February 26, 2018 at 5:48pm — No Comments