• Make your Repair Orders a masterpiece. Don’t be lazy by writing the words ‘Advise’. The word ‘Advise’ helps no one.
• Everyone is there to serve the customer. Service Advisor and the tech are there to serve each other. There is an accountability to each other.
• It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.
  • Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information.
• Morning meeting with entire team improves communication.
  • Let the technicians see the game plan of the day.
• Digital inspections will help improve communication because the disciplines are strong and thorough.
• Listening is a key component of communication.
  • Pay attention to the other person’s eye color. That eye contact is a key to listening.
  • Pause before you answer, at least 3 seconds.
  • Don’t listen to answer, listen to learn.
• Good communications can prevent comebacks.
  • Many problems are found in lack of communications.
• Good quality controls are about accountability and good communications. Everyone onboard to deliver a quality product.
• Good communication includes all levels of the organization.
• Don’t place blame unless you are certain blame is due.
• How do you get your techs and advisors to work with each other?
• Book: The Five Dysfunctions of a Team. Patrick Lencioni.
• 5 Behavior Pyramid. Starts with:
  • Trust.
  • Conflict.
  • Commitment.
  • Accountability.
  • Results (top)
• Whoever you are talking to right now is the most important person to you.
• Active listening pointers from Barry Barrett:
  • Effective Pauses.
  • Minimal encouragers.
  • Mirroring.
  • Paraphrasing.
  • Summarizing.
  • Labeling.
• Good communication can help you manage your bays.
• Everything on planet earth works because of relationships.
  • If things are working for you then thank the quality of your relationships.
• Focusing on the numbers will not get you there. Focus on your people and relationships and the numbers will be there.
• General interest and the goals of your technicians is critical. Find the time to build your relationships.
  • You need to know likes and dislikes and opinions of your technicians. What makes them tick?
• Sometimes, and those days do happen, it is like herding cats.
  • You’ve got to know the personalities and communication styles of your techs.
  • In the shop, you can mix the flow and bay assignments of your shop based on their personalities.
  • You may have to train your team on how to relate to each other based on their given communication style. (their behavior)
• For a great Academy on understanding observable behavior go HERE.
• The service writer must be very descriptive when getting information from the customer. Time is wasted if you don’t’ write down all the information you heard. It is critical to get every bit of information.
  • Write the Novel. (As said above; turn in a masterpiece R/O)
• Play the silent game.
  • For one day. All you have to do is communicate with each other with NO verbal communication.
    • Example no texting, it is all in the RO.
  • You’ll learn quickly how important your notes and ‘novel’ is.
• Some people will work just hard enough not to get fired. Bosses will pay you just enough, so you don’t quit. Minimum standards at each end.

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