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Learn How To Make It Matter!

On Tuesday, 5/12/2015, we are presenting our two “Make It Matter” webinars.

At 9:00 a.m. PST we have PTS-WE-U13: our Parts Management – Make It Matter program.

At 11:00 a.m. PST we have SER-WE-U13: our Service Management – Make It Matter program.

These webinars address the two most important questions we must answer in our Capital Goods Business: What do you provide?  What do you do?  The answers are not as simple as they appear to be.  Everything we do has a profound impact on our customers, suppliers, coworkers, and other stakeholders.  This webinar will present information on how to differentiate yourself within your business, and for your customers.

In other news, we have just released our second Self-Study program, this time for Service Management.  Please learn more about these programs under the Self-Study tab on our website.  The Foundation is now available for both Parts Management and Service Management.

The time is now.

 

Friday Filosophy #2015-19

For our Friday Filosophy #2015-19 we are tacking economic concepts and thoughts from a great thinker.

The Great Depression, like most other periods of severe unemployment was produced by government mismanagement rather than by any inherent instability of the private economy.

If you put the federal government in charge of the Sahara Desert, in 5 years there’d be a shortage of sand.

The world runs on individuals pursuing their self-interests. The great achievements of civilization have not come from government bureaus. Einstein didn’t construct his theory under order from a bureaucrat. Henry Ford didn’t revolutionize the automobile industry that way.

The most important single central fact about a free market is that no exchange takes place unless both parties benefit.

There’s no such thing as a free lunch.

The problem of social organization is how to set up an arrangement under which greed will do the least harm, capitalism is that kind of system.

Many people want the government to protect the consumer. A much more urgent problem is to protect the consumer from the government.

Well first of all, tell me, is there some society you know of that doesn’t run on greed? You think Russia doesn’t run on greed? You think China doesn’t run on greed? What is greed?

The greatest advances of civilization, whether in architecture or painting, in science or literature, in industry or agriculture, have never come from centralized government.

We have a system that increasingly taxes work and subsidizes nonwork.

So the record of history is absolutely crystal clear. That there is no alternative way, so far discovered, of improving the lot of the ordinary people that can hold a candle to the productive activities that are unleashed by a free enterprise system.

Inflation is taxation without legislation.

Indeed, a major source of objection to a free economy is precisely that it …. Gives people what they want instead of what a particular group thinks they ought to want. Underlying most arguments against the free market is a lack of belief in freedom itself.

The government solution to a problem is usually as bad as the problem.

The only relevant test of the validity of a hypothesis is comparison of prediction with experience.

The black market was a way of getting around government controls. It was a way of enabling the free market to work. It was a way of opening up, enabling people.

Universities exist to transmit knowledge and understanding of ideas and values to students not to provide entertainment for spectators or employment for athletes.

And I will close with this one.

And what does reward virtue? You think the communist commissar rewards virtue? You think a Hitler rewards virtue? You think, excuse me, if you’ll pardon me, American presidents reward virtue? Do they choose their appointees on the basis of the virtue of the people appointed or on the basis of their political clout?

A few of the wonderful thoughts from Milton Friedman. We miss his perspective very much, don’t we?

The time is now.

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Leveraging Assets – SER-WE-U12

Leveraging Assets – SER-WE-U12

The service department is known to provide repairs, rebuilds, and maintenance services. We manage the labor function to have the highest possible labor efficiency and quality. High performance in a Service Department must maximize efficiency, maximize quality, and satisfy customers.  The first step to understanding and accepting what we have to do is to understand the assets at our disposal. From the technical skills of the mechanics, to the bays and vehicles we work from, and the specialized tooling there is a lot to consider. How to leverage these assets is the theme in this webinar.

Individual employees want to do a good job and they want to be able to provide the highest level of skill possible. We have a responsibility to maintain those skills with professional training programs. From the OEM’s, to specific training within the dealership we will explore all that training entails. It starts with the skills set inventory for each technician, and then a training plan for each person can be developed. We are expected to make money on our labor. What is less understood is that we are intended to be able to recover our costs on all of the tools and technology we use. In this webinar we uncover methods to be able to recover these department costs in a manner that is fair to customers and the company.

Each employee can show off their skills and knowledge especially well if we provide them with the comprehensive training and tools necessary to deliver world class service. We must provide leverage on these assets. This webinar is an important piece of their learning.

Sign up today for this learning opportunity.

The time is now.

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Buyer’s Needs – PTS-WE-U12

Buyer’s Needs – PTS-WE-U12 

A new reality continues in its approach.  By now everyone has been affected by “telemarketing,” your tele-selling future has gotten off to a successful start, and you have also learned how to handle the objections from the customers. You know all of the mechanics of selling. Now we need to make it easier for you by exposing the “buyer’s needs.”

The needs that the customer has in this transaction can stem from “ego satisfaction,” in other words knowing that they are making the right choice, to feeling that they are treated with respect. The sales person has to be sensitive to all of these various attributes and reasons which can underlie the buyer’s needs. But your customers also need your expertise and knowledge and experience. You are in a difficult position. In order to be able to satisfy the needs of the customer, you have to continue to keep yourself current on the product and Industry trends and competition. There is a lot to do.

This webinar deals with survey information obtained from the customers. If they are given a chance, customers will tell us what they need and want, and we then have to be in a position to deliver it.

Don’t miss out on this learning opportunity.

The time is now.

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Basic Management – PTS-WE-U11and SER-WE-U11

Basic Management – PTS-WE-U11 and Basic Management – SER-WE-U11

There are some fundamental truths about people and their work: everyone wants to do a good job, everyone can do more than they think they can, and everyone is fundamentally lazy. In management and leadership we have to deal with people and processes. That is the job. You lead people and you manage the process.

The job of the manager or supervisor starts with the basic job function description and moves on to standards of performance. Everyone has to understand what is expected of them, as well as accepting that what is expected of them is both achievable and important. The various aspects of management as exposed in this power webinar.

In dealing with people, you also will need to be able to communicate with the employees.  In this webinar, we explore two of the main forms of communications: praise and criticism. This part of interpersonal relations can be learned. These are skills that can be learned by following a simple plan. We discuss this plan in detail, which has many common elements with both praise and criticism to provide you with better ability in working with your employees.

These webinars are geared towards the management and supervision of the Parts Department and the Service Department (respectively) of the Capital Goods Dealership.  Each one hour program offers the fundamentals of leadership, tailored for each department.

Please join us for this exciting learning opportunity.

The time is now.

Overcoming Objections – PTS-WE-U09

Overcoming Objections – PTS-WE-U09

The sales process is complicated. Determining the right customers to call on the telephone is not easy. But all of that work is undermined if the individual on the telephone with the customer does not know how to handle the objections that the customer might present.

How these objections are handled can make the difference between a sales success and a failure. This webinar deals with the methods to employ: the “how to” of overcoming objections. In the sales process typically you are looking for an order or at least a positive outcome of the sales call. In order to achieve that outcome, it has to be understood that the customer has to learn about what it is that you are selling. In many cases, an objection is simply an indication that customer does not have enough information yet to make an informed decision.

From keeping your cool, to making the objection specific, and providing compensating factors, everything about the “how to” overcome an objection is exposed.  If you no longer want to run the risk of losing a sale, you can’t miss this one!

The time is now.

Webinar Learning Opportunities

This is going to be an exciting week.

We have eight webinars in process for this week:

Four for the parts business, and four for the service business.

They run Tuesday through Friday.

Parts at 9:00 AM Pacific Time – and Service at 11:00 AM Pacific Time.

Don’t miss out on this incredible opportunity for a knowledge transfer from one the foremost educators/trainers in the Capital Goods Industry.

Friday Filosophy #2015-18

It is a wonderful day isn’t it? 

The 1st day of May. 

Summer is nearly upon us.

 

So let’s look at some potent thoughts for today.

 

There is little you can learn from doing nothing.

 

Motivation is the fuel, necessary to keep the human engine running.

 

The foundation stones for a balanced success are honesty, character, integrity, faith, love and loyalty.

 

Positive thinking will let you do everything better than negative thinking will.

 

Your attitude, not your aptitude, will determine your altitude.

 

People often say that motivation doesn’t last. Well neither does bathing – that’s why we recommend it daily.

 

Be grateful for what you have and stop complaining – it bores everybody else, does you no good, and doesn’t solve any problems.

 

With integrity, you have nothing to fear, since you have nothing to hide. With integrity, you will do the right thing, so you will have no guilt.

 

You were born to win, but to be a winner, you must plan to win, prepare to win, and expect to win.

 

It was character that got us out of bed, commitment that moved us into action, and discipline than enabled us to follow through.

 

Some thoughts from Zig Ziglar. Enjoy.

 

The time is now.