Kelly’s Korner: Managing Information
Q. How do we manage information in this computer age?
A. Information is a key element in managing any process. Buying a vehicle is entering into a process from both the sales consultant and customer’s point of view. You can computerize and utilize Production Logs using an Excel spreadsheet or an Access database. These reports should be tailored to fit each level of management needs in a one-page format.
In our business, time is money. It is easy to get bogged down in mountains of paper reports. Instead, use technology to free up time by retrieving the right information to help you lead your personnel in the right direction.
As you walk around, look for ways to give positive reinforcement for positive behavior. Be specific in your praise. Demonstrate that senior management notices productive effort. This kind of attention builds moral and increases positive energy, resulting in more sales and greater profits. Remember that we manage a process and we lead people.
Q. What can a cashier do to help spark a customer’s interest in parts and labor agreements?
A. The cashier is in a perfect position to add a brief note to the customer on repair orders that are still under factory warranty. The note should identify the number of days left under factory warranty coverage and the number of days of coverage, which could be available, if the customer had a parts and labor agreement.
Today’s date: _______ The number of days left under factory warranty are: _________. If you had a Parts and Labor Agreement, you would still have _____ days of mechanical protection. Please contact our Business Manager for details.