"There is a noticeable change in the behaviour and attitude of the team, which is breeding a new and higher level of confidence"
Lookers are a major PLC operating a large number of franchised motor businesses in the UK. There are several Mercedes Benz operations in the South of England that we are currently supporting.
As one of our latest clients we are pleased to be extending the support from selling skills and communication through to mystery shop reviews and an ongoing monthly mentorship and coaching.
Following some lengthy discussions and having my original proposal declined I was approached by the team at Lookers Mercedes Benz to support the Service Teams at Maidstone, Ashford, Canterbury and Tonbridge.
Following consultation with Service Management I put together a one day training course for Service Managers and all Service Advisors/STM's. We covered a number of topics from communication and mindset through to selling skills and contact strategy.
This is now followed up with ongoing monthly support session in the dealerships where I carry out a one to one catch up with the Service Manager and one to one sessions with the individuals on the team.
Whilst it is early days we have seen significant changes, there is a noticeable change in the behaviour and attitude of the team, which is breeding a new and higher level of confidence. We are being to see confidence grow and a much more positive response from the customers.
Holding these short monthly sessions with individuals enables us to focus on the areas specific to the individuals growth and development whilst not disrupting the business. This ongoing coaching and mentorship is crucial to the individuals in the team and helps imbed the techniques, skills and mind set elements to help them progress and show a good return on the investment.