The Results
We also do a quarterly review with our Advanced Service consultant and she has no problem making recommendations for how to improve our department. Sometimes, when I talk to my employees, the information goes in one ear and out the other because it’s always coming from me. When it comes from someone else, it seems like a different message even though it's the same. They trust what she says because she reinforces that the old way is not the easier way. She’s been the backbone of a successful implementation of Advanced Service and I owe the overall employee buy-in of the solution to her.
She goes through our numbers and tells us how we’re doing and where we need to improve. She’s always nice about it, but she's also constructive, which is something I appreciate. She’ll say, “Well, this person could probably do a little bit better of a job. But maybe it’s because they don't really understand the system. How can I help you with that?” She’s great about explaining what we’re doing incorrectly and how to fix it. I can tell her anything and she’s always willing to help me work through any issues.
My Advanced Service consultant is very passionate. She cares about her job and you can tell. She’s great at her job, and I know she’s not my personal assistant or a dealership employee, but she makes me feel like that and I think that says everything.
