What would you think if your service manager walked up to a newly hired technician who had never worked on equipment of any kind, and gave them a toolkit, and sent them on a service call? You would probably be appalled and question their judgment.
No doubt you would tell the service manager that technicians need the training to learn how to use the tools, and how to service different brands of equipment. Then you would spend a significant amount of money to make sure the technician has the skills they need to do their job.
Why then do dealers often walk up to their best technician and promote to a management position, and then just turn around and leave them on their own. I have seen this happen over and over again. In the service management classes I teach, often there are managers with decades of experience that are just now receiving training on how to be effective as a manager.
The service manager in most dealerships is responsible for the...
I had the privilege of attending the training program that was provided for the service managers of the various Visual Edge Technology companies.
Visual Edge Technology is interesting in that it buys successful dealerships, and then provides back-office support while allowing each company to continue to operate the way it did prior to being purchased.
Because of this, many of the service managers in the room had never met, and many had never even spoken to each other before this program. They had a variety of backgrounds, with a number of them never having had any formal training as a service manager—they had learned their craft the hard way. Additionally, the experience levels ranged from very recent promotions to managers with decades of experience.
The training program was co-located with the ITEX show in Las Vegas, May 16-17. In addition to the service managers, the sales managers and company presidents were also there for training. While each group received an...
When I was asked to write about difference-makers, I thought immediately of a number of individuals that have made a difference in my career. There have been managers and peers that have helped me get better at what I do. I have had the privilege of working with and supporting some amazing companies. The Business Technology Association has been one of the real difference makers in both my company and my career.
There are a variety of services that the BTA provides, and I will highlight a few.
These are just a few of the benefits that I have been helped by over the years.
Pro-Finance: This course covers financial benchmarks that are used to manage the majority of dealers around the country and also in evaluating the value of a dealership when buying or selling.
FIX: This class covers how to profitably price service and helps attendees understand the financial impact of decisions made in the service department.
Webinars: There seems to be an unending series of...
One of the most important factors in the success of a copier dealership is the commitment to training. In my time working with dealers, one common factor in each of the most successful dealers is their investment in training. The successful dealers make sure that each technician is trained on the products they service.
Benefits of Training
Training will benefit both the employee and the employer. In many cases, a dealer will say that it costs too much to send all the technicians to training. Dealers may decide to only send one technician to the factory school and hope he can train the other technicians.
This ignores the fact that an individual may only retain 30% of what they learned in class. If the technician comes back and remembers even 50% of what he learned, the technicians that he teaches will be down to 25% of what they need.
Training benefits both the employer and the employee and we will discuss these benefits.
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