Implementation = Results

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Implementation = Results!

by Jay Rose Global Training Solutions

Iwas reflecting this weekend about how great the 2020 TIADA Virtual Conference was. I reviewed my notes from many great speakers, moderators and subject matter experts on how to improve their financial partners, inventory, marketing, collections, sales, dealership reputation and more. As I looked at all the “Best Ideas” for improvements, I was reminded of the most important part of getting better results: Implementation.

Since 1988, I have watched dealers, managers and department personnel go to outside workshops & 20 Groups to learn someone else’s training program and failed to implement those best practices and best ideas which becomes very frustrating for everyone. In fact, this is known in our industry as the “90 Day Wonder” program which creates a resistance from owners (investment) and employees (comfort zone) to any new processes or skill development in the future. My experience working “In-dealerships” has been that the training companies, 20 Groups, & conferences providing those “best practices & best ideas” did their job with great content. The breakdown that kept the dealer from getting better results came from these key areas:

Action Plan:

What results do you want to change?

Why do you want that to change?

How are you going to take the “generic” training and “customize” it to your dealership staff, culture, facility, and customer base?

When are you going to start? Date expected to be implemented.

Commitment to changes for at least 120+ days.

Implementation:

Key Areas that need changing

Support skills / knowledge / software needed to be learned

Employees needed to be trained and coached

Support from Owner / Sr. Management

Compensation / Bonus needs to support new process or skills

Policies re-written to show commitment and consequences if improved process or skills not followed.

Training & Coaching:

Schedule your training meetings in advance to make sure everyone goes through training. Do not let staff get out of training for any reason or our program will not work.

Provide the training support needed for department managers to make their training effective (Managing a department vs. professional training / coaching skills are different).

Use subject matter experts when possible to get buy-in and credibility.

Training must be fun, interesting, informative & result driven. Always praise employees in public and critique in private. Have a defined daily or weekly group & individual training outline. All group training meetings and practice sessions need to be video recorded and become part of daily culture in your departments (we are in a YouTube generation and the only people who do not want to be recorded are those that are not good at those skills), no excuses, everyone must demonstrate the new skills, including managers! Group training meetings should be from 15 min to 1-hour max. 1 on 1 Individual coaching should be from 5 min to 15 min max. Use effective communication skills to have successful coaching sessions. Ask more questions, listen, and take notes. This should be defined and practiced with consistency just like your interview process for new hire. Your voice inflection and your body language will have an impact of whether your employees believe you and whether they will improve their skills and process. Track all department activity metrics and results and focus on the improvements to keep your team motivated.

Bonus: Remember that the definition of insanity is: “To Keep doing the same thing over and over expecting a different result.”

My recommendation is to take the time needed to address all the questions/issues listed. Larger operations will want to include senior management and identify who is responsible for what.

The most impactful way for your team to buy-in to a new skill or process is when the “manager or trainer / coach” can demonstrate perfectly the technique with a customer, not just in a hotel room or conference room. This will improve your implementation and success rate!

Jay is the leader in “Customized InDealership Coaching & Training,” he can be reached at (904)-955-7666 or Jrosegts@gmail.com

resource guide

The TIADA Website: www.txiada.org Members can log in with their username/password and access our Dealer Member Directory, Legislative Action Center, Compliance Consultation Service and much more. Register for all upcoming TIADA events online through the Calendar of Events, access our online membership application, find contact information for all our Local Chapters, and access many additional resources through our Knowledge Base.

Texas Department of Motor Vehicles 888.368.4689 www.txdmv.gov

Office of Consumer Credit Commissioner 800.538.1579 occc.texas.gov Texas Comptroller 800.252.1382 www.window.state.tx.us

NIADA 800.682.3837 www.niada.com

REPOSSESSIONS American Recovery Association 972.755.4755 www.repo.org or contact TIADA state office

FORMS Burrell Printing 800.252.9154 www.burrellprinting.com

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