Coachworksâ Managing Director, Karl Davis, was a main stage speaker at the recent AM Aftersales Conference.
Having worked with many major manufacturers, Coachworks have become recognised throughout the industry as experts in creating performance culture in Aftersales departments, so it was no surprise that this was the subject on which Karl was invited to speak.
Karlâs speech was a âhow toâ rather than âshould doâ presentation focusing on ways to create a more sales driven environment, whilst still acting within the interests of customers.
During Karlâs 25 minute slot, he challenged the Status Quo, asked provocative questions about the way aftersales was thought of and focused the delegates to concentrate on 5 Key areas:-
Identifying the Opportunity & Visual Performance Management:
â˘ Ensuring that staff know what work is potentially available, how much they are expected to achieve and how they are performing against their objectives
Sales Process & Second Facing:
â˘ Taking control of the sales process, using word tracks and knowing when and how to resolicit unsold work
Value Drivers & Performance Coaching:
â˘ Focusing on the most important âinputâ actions that deliver the âoutputâ KPIs, up-skilling the team, and coaching daily
Personal Growth Plans and One to One reviews:
â˘ Turning payroll cost into a people asset, growing peopleâs ability and reviewing their results
Communication & Motivation:
â˘ Ensuring the team know the strategy, their part in it and motivating and rewarding them in line with the contribution they make
Coachworks has a passion for performance in Aftersales. Despite 2013âs record breaking profits for dealers, almost every Aftersales KPI was either static or down year on year.
Coachworks believes that only through focusing on releasing the potential in the Aftersales Departments can the true profit potential of a dealership be realised. Over reliance on New Car profitability can only lead to the sort of volatile results that threaten the future of many dealers.