Page 17 - Fall 2024

the service process, training service advisors in effective customer interaction techniques, or
redesigning your service area to create a more welcoming environment.

Training and Development:
Empowering Your Team for Success

A key component of a fixed operations consultant’s role is providing training and development
for your team. This ongoing education helps your staff stay up-to-date with the latest industry
standards and best practices, ensuring consistent and high-quality service.

Consultants can provide targeted training for different roles within your fixed operations
department. For service advisors, this might include training on effective communication
techniques, customer service best practices, and efficiency-boosting strategies. For
technicians, training might focus on new diagnostic techniques, emerging vehicle technologies,
or efficiency-boosting repair methods.

Implementing and Managing Change:
Overcoming Resistance and Ensuring Success

Implementing changes in any organization can be challenging, and automotive dealerships are
no exception. Fixed operations consultants are skilled at managing the change process, helping
your team navigate the transition from current practices to new, more effective ways of working. 17

Consultants understand that resistance to change is natural and can work with your team
to address concerns, explain the benefits of new processes, and get buy-in from all levels
of your organization. They recognize that successful change management involves not just
implementing new procedures, but also shifting mindsets and behaviors.

Continue on page 18.

On The Move 2023