~By Kristopher Hampton of sw Service Solutions



An overwhelming majority of service managers surveyed say they have at least one advisor on staff that they would like to replace. Many had more than one. This type of turnover is a huge expense to the store and creates major stress for the management team, who constantly must be in “rebuild”…

Most dealerships are used to focusing most of their time and attention on their sales team and profits from the front end. Unfortunately, the profits made on each sale are dwindling and new car sales are down. Lost revenue on your front end makes everyone want to tighten their belts. The question is: Where do we make the cuts? Should we pull from…

A Harvard Business Review shows that Boomers and Millennials are changing what constitutes a great place to work.

(Keep in mind that each of these generations are roughly twice the size of Gen. X which lies in the middle, so it is critical that we listen.)…

When business resumes as usual, will you be ready to attract the cream of the crop?

-by Sally Whitesell for Fixed Ops Magazine.

I recently spoke at a conference in Orlando. After my presentation, I noticed a workshop on the schedule: “How to recruit and keep your technicians.”…

We have less than 8 seconds to grab and keep someone’s attention before their mind starts to wonder.

We have so much information at our fingertips that our brains decide to shut down sooner if the information isn’t valuable, stimulating or just plain fun.

Are you still with me?

I am Sally…

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…

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…

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…

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?

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.

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

Listen now: …

-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…

-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.…

-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…

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…

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/…