TUESDAY TEAM EVENTS: “HACKING YOUR SERVICE DEPARTMENT” – SCOTT STEIN
Is your Service Department up to speed and being led in a way that is maximising the opportunity—or is it operating like the 1990s?
We all know that the majority of a dealership’s absorption is generated in fixed operations, however many service operations are lacking. This session is designed to allow you to start identifying what areas you as a leader may need to ‘hack’ to change the culture, operations and customer experience in your service department.
At the end of this presentation the attendees will be able to:
- Identify if their Service Operations are stuck in the 1990s or if they are innovative and cutting edge—and ready for the future.
- Understand the shift in customer expectations and whether or not their Service Department has kept up with these new trends—and what to do about it.
- Analyse their current leadership approach including areaS of focus and ability to delegate and get the best out of their staff.
- Implement a range of service strategies that can improve the customer experience—including a number of leading approaches from overseas.
This highly interactive session will look at a range of research items and customer trend data that shows the disruption occurring in the current marketplace. It will also provide practical insights from Scott’s book: Leadership Hacks: Clever Strategies to Boost Your Impact & Results.
Scott Stein has worked with thousands of leaders from across the world helping them become better leaders by fast tracking their thinking and their approach with their people. He has a Masters Degree in Communication and wrote his thesis on Teams. He is also an international recognised Certified Speaking Professional (CSP).
Although he has worked in numerous industries, he has focused on the Automotive Industry for the past 20 years and been involved in international automotive manufacturer roll-outs and Dealer group activities as well as working directly with DPs and their management teams.
To date he has been in over 500 dealerships across Australia, Asia Pacific and the United States and uses these insights to share practical strategies that leaders can take to get more done in a smarter way. He is the author of five books.
MTAA Super is the national super fund for the automotive industry, and proud Platinum Sponsor of the 2018 AADA National Dealer Convention & Expo. Since 1989, they’ve grown to become one of Australia’s largest super funds and now drive the financial future of professionals from many trades and industries. They have over 230,000 members, and $11.2 billion in funds under management. MTAA Super supports over 40,000 employers across Australia. They are experts in delivering super solutions within automotive, and they keep super simple, so you can focus on more important things – like running your business.
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