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Top 4 ELR Killers

Top 4 ELR Killers

Effective Labor Rate
Leadership
Employee Journey Maps

Employee Journey Maps

Intention versus outcome
Leadership
Monthly Website Audits

Monthly Website Audits

Streamlining Process
Leadership
Mastering Production _ Productivity _ Efficiency _ Proficiency

Mastering Production | Productivity | Efficiency | Proficiency

Productivity
Leadership
Mastering Daily Huddles

Mastering Daily Huddles

The Essentials
Leadership
Boosting Your ELR

Boosting Your ELR

Mastering Effective Labor Rate
Service Advisor
Pre-Appointment Contact

Pre-Appointment Contact

Mastering Word Tracks
Service Advisor
The Power of a Checklist

The Power of a Checklist

Winning the Day
Service Advisor

And So Much More…

Modeling for Success _ Understanding Benchmarks

Modeling for Success | Understanding Benchmarks

Department Modeling
Leadership
The Power of Relentless Solution Focus

The Power of Relentless Solution Focus

Mindset Mastery
Service Advisor
Analyze Department Performance & Trending

Analyze Department Performance & Trending

Financial Management
Leadership
Referral Program (Untapped Resource)

Referral Program (Untapped Resource)

Technicians
Leadership
30-Second Declined Service Process

30-Second Declined Service Process

Avoiding the No
Service Advisor
Understanding Tires

Understanding Tires

Mastering Tires
Service Advisor
Shifting Customer Thinking

Shifting Customer Thinking

Precision Communication
Service Advisor
Net-To-Sales

Net-To-Sales

The Math
Leadership
One on Ones

One on Ones

Mastering Leadership
Leadership
The Prep Having Targeted Daily Goals

The Prep | Having Targeted Daily Goals

The Prep
Service Advisor
Mastering The Customer Greeting

Mastering The Customer Greeting

Key to Key Customer Service
Service Advisor
Presenting Your Products

Presenting Your Products

Mastering the Sale
Service Advisor
Easy Hours

Easy Hours

Technicians
Leadership
How ELR Affects Warranty Labor Rate

How ELR Affects Warranty Labor Rate

Effective Labor Rate
Leadership
Breaking Down Big Goals

Breaking Down Big Goals

Winning the Day
Service Advisor
Inspect What You Except _ Recognizing Patterns

Inspect What You Expect | Recognizing Patterns

Raising the Bar
Service Advisor
Special Order Parts

Special Order Parts

Streamlining Process
Leadership
Smart Forecasting Roadmap

Smart Forecasting

Financial Management
Leadership
Investing for Success _ Tools & Equipment

Investing for Success | Tools & Equipment

Technicians
Leadership
Packaging The Sale The Swing

Packaging The Sale | The Swing

Making the Sale
Service Advisor
Starting Your Day With a Positive Mindset

Starting Your Day With a Positive Mindset

Morning Mastery
Service Advisor
Owning Your Service Market

Owning Your Service Market

Building your Business
Service Advisor
Mastering The Employee Cycle

Mastering The Employee Cycle

Employee Cycle
Leadership
Developing Successful Habits & Daily Routines

Developing Successful Habits & Daily Routines

Winning the Day
Service Advisor
Pay plan design

Pay plan design

Intention versus outcome
Leadership
Peer to Leader

Peer to Leader

Leadership Growth
Leadership
Navigating Individual Pricing

Navigating Individual Pricing

Mastering Word Tracks
Service Advisor
Online Appointments

Online Appointments

Optimizing The Appointment Process
Leadership
Become The Authority

Become The Authority

Creating Exceptional Customer Experiences
Service Advisor
Communicating Effectively

Communicating Effectively

Leadership Growth
Leadership
Loaner Vehicles

Loaner Vehicles

Streamlining Process
Leadership
Hiring for the Next Position

Hiring for the Next Position

Building Great Teams
Leadership
Professional Sales Material

Professional Sales Material

Creating Exceptional Customer Experiences
Service Advisor
The Ladder Listening Technique

The Ladder Listening Technique

Mastering the Art of Listening
Service Advisor
Mastering Mindset _ 5 Step Thought Replacement Training

Mastering Mindset | 5 Step Thought Replacement Training

Mindset Mastery
Service Advisor
Vision _ Process _ People

Vision | Process | People

Solving The Right Problem
Leadership
After Multi-Point Inspection Presentation

After Multi-Point Inspection Presentation

Mastering Word Tracks
Service Advisor
Creating Your Goal

Creating Your Goal

Winning the Day
Service Advisor
The Employee Cycle _ Professional Development

The Employee Cycle | Professional Development

Employee Cycle
Leadership
Cross Training

Cross Training

Building Great Teams
Leadership
Shop Capacity vs Utilization

Shop Capacity vs Utilization

Productivity
Leadership
Top 4 ELR Killers!

Top 4 ELR Killers!

Mastering Effective Labor Rate
Service Advisor
Multi-Point Inspection (MPI) Review

Multi-Point Inspection (MPI) Review

Ensuring Quality and Customer Trust
Service Advisor
The Prep Organization

The Prep | Organization

The Prep
Service Advisor
The 8 Step Walkaround

The 8 Step Walkaround

Key to Key Customer Service
Service Advisor
Follow-Up Strategies

Follow-Up Strategies

Making the Sale
Service Advisor
The True Cost of Turnover

The True Cost of Turnover

The True Cost
Leadership
Understanding Your Customer _ The BOLT Theory

Understanding Your Customer | The BOLT Theory

Decoding Customer Types
Service Advisor
Asking The Right Questions

Asking The Right Questions

Key to Key Customer Service
Service Advisor
Create An Unstoppable Team

Create An Unstoppable Team

Building Great Teams
Leadership
Communication Roadblocks

Communication Roadblocks

Raising the Bar
Service Advisor
Having The Right Look

Having The Right Look

Creating Exceptional Customer Experiences
Service Advisor
Creating A Positive Selling Experience

Creating A Positive Selling Experience

Creating Exceptional Customer Experiences
Service Advisor
Mastering Unapplied Labor

Mastering Unapplied Labor

Unapplied Labor
Leadership
Job Descriptions

Job Descriptions

Intention versus outcome
Leadership
Google Business Profile

Google Business Profile

Building your Business
Service Advisor
Mastering When To Sell

Mastering When To Sell

Strategic Selling
Service Advisor
Boosting Your ELR

Boosting Your ELR

Effective Labor Rate
Leadership
The Employee Cycle _ Measuring Performance

The Employee Cycle | Measuring Performance

Employee Cycle
Leadership
How ELR Affects Warranty Labor Rater

How ELR Affects Warranty Labor Rate

Mastering Effective Labor Rate
Service Advisor
Matching Appointments to Resources

Matching Appointments to Resources

Optimizing The Appointment Process
Leadership
Inspect What You Except _ The Impact

Inspect What You Expect | The Impact

Raising the Bar
Service Advisor
The Community

The Community

Mastering Leadership
Leadership
Keys to a Successful Appointment

Keys to a Successful Appointment

Successful Appointments
Service Advisor
Tactical Morning Routine

Tactical Morning Routine

Morning Mastery
Service Advisor
Owners Mindset _ The Real ROI

Owners Mindset | The Real ROI

Owners Mindset
Leadership
Milestone Celebrations

Milestone Celebrations

Intention versus outcome
Leadership
Service Menus

Service Menus

Setup for Success
Leadership
The most important KPI

The most important KPI

Productivity
Leadership
Technician Incentive Programs

Technician Incentive Programs

Technicians
Leadership
The Real MVC _ Used Cars

The Real MVC | Used Cars

Owners Mindset
Leadership
The Power of Relentless Solution Focus

The Power of Relentless Solution Focus

Mastering Mindset
Leadership
The Power of What If

The Power of What If

The Essentials
Leadership
Unproductive Time Study

Unproductive Time Study

Productivity
Leadership
Inspect What You Except _ Pattern Correction

Inspect What You Expect | Pattern Correction

Raising the Bar
Service Advisor
Overcoming Objections _ Do It Myself

Overcoming Objections | Do It Myself

Mastering Word Tracks
Service Advisor
Owners Mindset _ Expense vs Depreciation

Owners Mindset | Expense vs Depreciation

Owners Mindset
Leadership
Presenting Repair Options with Confidence

Presenting Repair Options with Confidence

Mastering Word Tracks
Service Advisor
The Employee Cycle _ Onboarding

The Employee Cycle | Onboarding

Employee Cycle
Leadership
Forming Positive Habits

Forming Positive Habits

Mastering Mindset
Leadership
The Top 10 Customer Objections

The Top 10 Customer Objections

Avoiding the No
Service Advisor
Building Genuine Customer Relationships

Building Genuine Customer Relationships

Decoding Customer Types
Service Advisor
Environment Creates Outcome

Environment Creates Outcome

Technicians
Leadership
Retention versus Acquisition

Retention versus Acquisition

Technicians
Leadership
Top Six Top Six Service Department Expenses

Top Six Service Department Expenses

The Math
Leadership
100% Show Rate Appointments

100% Show Rate Appointments

Optimizing The Appointment Process
Leadership
Mastering Customer Interactions

Mastering Customer Interactions

Decoding Customer Types
Service Advisor
The Employee Cycle _ Attracting Talent

The Employee Cycle | Attracting Talent

Employee Cycle
Leadership
Advisor Meet and Greet Word Track

Advisor Meet & Greet Word Track

Mastering Word Tracks
Service Advisor
Packaging The Sale The Approach

Packaging The Sale | The Approach

Making the Sale
Service Advisor
Mastering Daily Appointment Preparation

Mastering Daily Appointment Preparation

Successful Appointments
Service Advisor
What To Discover

What To Discover

Key to Key Customer Service
Service Advisor
Avoiding The Objection

Avoiding The Objection

Mastering Word Tracks
Service Advisor
Navigating Diagnosis

Navigating Diagnosis

Mastering Word Tracks
Service Advisor
Handling and Preventing Repeat Repairs

Handling and Preventing Repeat Repairs

Streamlining Process
Leadership
Understanding The Math _ ELR

Understanding The Math | ELR

Effective Labor Rate
Leadership
Building Your Brand

Building Your Brand

Building your Business
Service Advisor
The Power Of No

The Power Of No

Mastering the Sale
Service Advisor
Controlling Discounts

Controlling Discounts

Setup for Success
Leadership
Overcoming Objections _ Spouse

Overcoming Objections | Spouse

Mastering Word Tracks
Service Advisor
Six Steps to Understanding What to Sell

Six Steps to Understanding What to Sell

Strategic Selling
Service Advisor
Genuine Leadership Strategies _ 10 Leadership Habits

Genuine Leadership Strategies | 10 Leadership Habits

Leadership Growth
Leadership
Navigating Essential Tasks

Navigating Essential Tasks

The Essentials
Leadership
Understanding Sales Psychology

Understanding Sales Psychology

Decoding Customer Types
Service Advisor
Being Right versus Getting It Right

Being Right versus Getting It Right

Mastering Leadership
Leadership
Mastering Staffing

Mastering Staffing

The True Cost
Leadership
Pebbles Versus Boulders

Pebbles Versus Boulders

Mastering Leadership
Leadership
Overcoming Objections _ Time

Overcoming Objections | Time

Mastering Word Tracks
Service Advisor
Silent Killers _ Mastering Schedules

Silent Killers | Mastering Schedules

Financial Management
Leadership
Multi-Point Inspection Reset

Multi-Point Inspection Reset

Streamlining Process
Leadership
Overcoming Common Objections

Overcoming Common Objections

Avoiding the No
Service Advisor
The Second Swing Pitch

The Second Swing Pitch

Mastering Word Tracks
Service Advisor
The Power Of Listening

The Power Of Listening

Mastering the Art of Listening
Service Advisor
Breaking Unhealthy Behavior Patterns

Breaking Unhealthy Behavior Patterns

Mindset Mastery
Service Advisor
Navigating Noise Concerns

Navigating Noise Concerns

Mastering Word Tracks
Service Advisor
Where did all the money go_

Where did all the money go?

Financial Management
Leadership
How does $20.00 cost you $40.00

How does $20.00 cost you $40.00

Unapplied Labor
Leadership
The Prep Materials and Presentation

The Prep | Materials and Presentation

The Prep
Service Advisor
Modeling for Success _ Expense

Modeling for Success | Expense

Department Modeling
Leadership
Overcoming Objections _ Money

Overcoming Objections | Money

Mastering Word Tracks
Service Advisor
Understanding Department Synergy

Understanding Department Synergy

One Team
Service Advisor
Packaging The Sale The Preparation

Packaging The Sale | The Preparation

Making the Sale
Service Advisor
Mastering Service Department Revenue

Mastering Service Department Revenue

The Math
Leadership
Employee Access

Employee Access

Intention versus outcome
Leadership
Utilizing A Success List To Achieve Goals

Utilizing A Success List To Achieve Goals

Winning the Day
Service Advisor
Active Listening

Active Listening

Mastering the Art of Listening
Service Advisor
Communicating Effectively

Communicating Effectively

Precision Communication
Service Advisor
Master Daily Preperation

Master Daily Preparation

Morning Mastery
Service Advisor
Transparent Customer Communication

Transparent Customer Communication

Precision Communication
Service Advisor
Multi-Point Inspection Benefits

Multi-Point Inspection Benefits

Ensuring Quality and Customer Trust
Service Advisor
Active Delivery _ Sales Pitch

Active Delivery | Sales Pitch

Mastering Word Tracks
Service Advisor
The Walkaround Benefits

The Walkaround Benefits

Key to Key Customer Service
Service Advisor
The Employee Cycle _ Transition

The Employee Cycle | Transition

Employee Cycle
Leadership
Active Delivery _ Survey

Active Delivery | Survey

Mastering Word Tracks
Service Advisor
Getting Things Done _ Overcoming Procrastination

Getting Things Done | Overcoming Procrastination

Mastering Mindset
Leadership
The Write-Up Pitch

The Write-Up Pitch

Mastering Word Tracks
Service Advisor
Effectively Navigating Customer Objections

Effectively Navigating Customer Objections

Avoiding the No
Service Advisor
Understanding The Math _ ELR

Understanding The Math | ELR

Mastering Effective Labor Rate
Service Advisor
One Price Approach & Pitch

One Price Approach & Pitch

Mastering the Sale
Service Advisor
The Employee Cycle _ Daily Engagement

The Employee Cycle | Daily Engagement

Employee Cycle
Leadership
Sales To Service Partnership

Sales To Service Partnership

One Team
Service Advisor
Your Words Matter

Your Words Matter

Mastering the Sale
Service Advisor
The True Cost of a Vendor Change

The True Cost of a Vendor Change

The True Cost
Leadership
The Order Taker

The Order Taker

Precision Communication
Service Advisor
Getting to the Next Level

Getting to the Next Level

Technicians
Leadership
Owners Mindset _ Smart Equipment Acquisition

Owners Mindset | Smart Equipment Acquisition

Owners Mindset
Leadership
Daily Accountability

Daily Accountability

Winning the Day
Service Advisor
The 7 C_s of Leadership

The 7 C’s of Leadership

Leadership Growth
Leadership
Breaking Unhealthy Behavior Patterns

Breaking Unhealthy Behavior Patterns

Mastering Mindset
Leadership
Root Cause Analysis

Root Cause Analysis

Solving The Right Problem
Leadership
The Importance of Repair Order Structure

The Importance of Repair Order Structure

Setup for Success
Leadership
Mastering The Active Delivery

Mastering The Active Delivery

Key to Key Customer Service
Service Advisor
The Employee Cycle _ Genuine Recognition

The Employee Cycle | Genuine Recognition

Employee Cycle
Leadership
Investing in the Future

Investing in the Future

Technicians
Leadership
Mastering Tire Sales

Mastering Tire Sales

Mastering Tires
Service Advisor
Who Does What

Who Does What

The Essentials
Leadership
Selling To A Prepaid Maintenance Customer

Selling To A Prepaid Maintenance Customer

Strategic Selling
Service Advisor
Understanding Labor Grids

Understanding Labor Grids

Setup for Success
Leadership
Modeling for Success _ Staffing

Modeling for Success | Staffing

Department Modeling
Leadership

Knowledge. Execution. Accountability.

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