Sally Whitesell's Blog (82)

Making Sure Service Advisors Have the Right Foundation (Podcast)

Sally Whitesell on the AutoSuccess podcast-

Sally Whitesell, President of sw Service Solutions, joins us to discuss how dealers can ensure their service advisors have the foundation they need to build success in the service…

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Added by Sally Whitesell on November 15, 2019 at 12:47pm — No Comments

Do Your Advisors Know How Much They're Worth?

Added by Sally Whitesell on November 1, 2019 at 4:01pm — No Comments

Is Your Store Ready For Training?

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 for days. 

In order to help you get…

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Added by Sally Whitesell on October 11, 2019 at 3:16pm — No Comments

Who is Eating Your Profits?

Sometimes you have to get rid of a bad apple. This article is an oldie, but goodie from our archives.

-by Sally Whitesell for AutoSuccess Magazine.

Terminating someone is never pleasant and not to be taken lightly. As a former service manager I only had to fire one service advisor -and I did not make that decision lightly. However, in…

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Added by Sally Whitesell on September 20, 2019 at 3:49pm — No Comments

The First Step video excerpt

Does your team set goals? Do they know how to make a great first impression? They will receive these valuable tools and more in Fixed Ops University "The First Step" series. 

Who says training has to be boring?

Added by Sally Whitesell on August 9, 2019 at 5:48pm — No Comments

Selling Tires part 1 excerpt

Training doesn't have to be boring! Does your team know how to sell tires? We do! Enjoy a fun animation from our Fixed Ops University online training.

Added by Sally Whitesell on August 2, 2019 at 6:43pm — No Comments

Real Quick Is Not Real Profitable!

-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…

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Added by Sally Whitesell on June 28, 2019 at 2:27pm — No Comments

Keep Your Team’s Attention During Training (Podcast)

Practical and easy ways to keep your team's attention! Start using these tips today!

Listen now: …

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Added by Sally Whitesell on June 7, 2019 at 12:48pm — No Comments

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…

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Added by Sally Whitesell on May 31, 2019 at 12:02pm — 1 Comment

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 – answer the…

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Added by Sally Whitesell on April 19, 2019 at 4:00pm — No Comments

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 — 3 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 — 1 Comment

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

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