PowerSports Business

Sept 4, 2017

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SOLUTIONS 54 • September 4, 2017 • Powersports Business www.PowersportsBusiness.com Perhaps you're familiar with the "Where to Tap" stories. Others call it "The Boil- ermark Story." It starts by informing that a ship's engine failed. The ship's own- ers tried one expert after another, but none of them could figure out how to fix the engine. Then they brought in an old man who had been fix- ing ships since he was a boy. He carried a large bag of tools with him. After looking things over, the old man reached into his bag and pulled out a small hammer. He gently tapped something. Instantly, the engine lurched into life. He carefully put his hammer away. The engine was fixed! A week later, the owners received a bill from the old man for $10,000. "What?!" the owners exclaimed. "He hardly did anything!" So they wrote the old man a note saying, "Please send us an itemized bill." The man sent a bill that read: Tapping with a hammer: $2 Knowing where to tap: $9,998" — Author Unknown They say it takes 10,000 hours of practice at a particular craft to become an expert. Through experience and repetition, one can become adept in a field, and thus achieve the title of expert, if he or she is willing to put in the time and effort to do so. Simply stated, being an expert affords us the knowledge and experience to carry out our jobs in the smartest, most efficient way. What if we had tools at our disposal that would afford us the ability to be experts in our field and make us work smarter and more efficient right now? Streamline your processes and become an expert by using the digital resources at your fingertips, then you can be like the engineer above, but in your own dealership. There are many frustrations in our lives; however, there are many tools to help remove those frustra- tions — if you embrace change. Picking up the phone is the easiest way to get help, right? Wrong. Most dealerships have dealer management systems, and if you have the right system, it should provide help at your fingertips. Using the tools you have at your fingertips allows you to continue work- ing and stay within your workflow. This is your hammer! Use it. Imagine that you have a new role at your dealership. You are now the service writer, but you have never been a service writer, thus you have no idea how to do your job. A customer comes in, you grab a pen, a clip board and a preprinted form. Out you go with the customer to check out the unit. You write down any damage, the customer's complaint, VIN and whatever other information you can gather. Everything is going great; you go back inside, you go to your computer to enter this information, but you do not know what to do. You try to work your way through it, but you are stuck. What do you do? Call for help! There are many ways to ask for help; maybe another person at the dealership, the customer support line for your dealer management system, online help (knowledge base), a quick chat, your OEM or in some instances an e-case. Helping yourself helps you in the end. Did you know you that studies show that you "retain approximately 10 percent of what you see; 30 to 40 percent of what you see and hear; and 90 percent of what you see, hear, and do?" With this in mind, for better job perfor- mance, do all three: see, hear and do. Take the time to find the information on your own, read the steps out loud and perform each step. You are getting information on demand when you use your self-help features within your dealer management system. We are in the digital age, right? Being digital allows us to work smarter and more efficiently. Instead of picking up your phone to make a call, use it to search for the information you need. Some dealer management systems have apps for your mobile device as well. Who has made a recent trip to the bank to deposit a check, transfer money or to just check your balance? Trips to the bank are quickly becoming a thing of the past. Most banks offer online banking to transfer money or check your balance. Some of us just can- not get to the bank every day or even once a week. I am the treasurer for a non-profit and online banking has been a lifesaver for me. Previously, I would get checks and not cash them for a month because I did not have time to get to the bank. Technology is amazing when we use it. Now put this in relevant terms to your dealer management system. The phone call you make to a customer support line could take additional time and takes you out of your workflow. If you do not know how to pro- cess a transaction use your self-help features: online help (knowledge base), a quick chat, or log an e-case if it is available. When you help yourself, you retain the information better ver- sus someone else doing it for you. Did you know approximately 65 percent of all dealership calls to CDK Global Recreation are How-To/non-emergency calls? Knowledge is key to your success! Use your resources like a hammer; examine the problem and type the key words into the Help section. Get results, and move into action. PSB Paula Crosbie is the training development manager with CDK Global Recreation. She has been training and consulting with powersports dealers for 15 years. She can be reached at paula.crosbie@cdk.com or 801/519-7570. Help yourself grow by knowing where to tap FOLLOWME Perhaps you're familiar failed. The ship's own- PAULA CROSBIE

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