Most of us have learned valuable lessons from our mentors that have made a huge difference in our lives. Today’s lesson once changed my life and it has changed the lives of many I have had the pleasure to help grow over the years. Let’s listen to veteran ATI coach, Eric Twiggs, explain how it affected his life:
I was all in, on-board, and drinking the Kool-Aid! As a new district manager of automotive service, I had just returned from a national meeting where our president clearly communicated the company direction.
What he said was good for the car, the customer, and the corporation. My next step was to have a meeting with my managers to get their buy-in.
I told them that the courtesy checks were a non-negotiable aspect of the business that had to be done on every car!
I told them that I expected every service advisor to make a quality visit to the car with every customer, as they were checking in.
I told them that I expected all customers in the waiting room to be updated on their vehicle status at ten o’clock, two o’clock, and four o’clock, every day without fail.
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To seal the deal, I created a flip chart containing these three items, and had all 17 of my managers sign it, saying that they would get their teams to comply.
Several weeks later, Gary, my regional manager, called to let me know that he would be visiting my shops with me and asked if my team was executing the three main items discussed at the national meeting.
“Gary, we are on it!” I said with a tone of confidence! I was looking forward to our upcoming visits.
Gary and I visited five of my locations and we saw some interesting things. The employees at my shops were doing everything, except the courtesy checks, the quality visit, and the customer updates!
If looks could kill, I wouldn’t be here today, based on how Gary was staring at me. Here was my feeble response, “But Gary, I told them!”
Where did I go wrong? I’ll bet it’s the same place you went wrong when you came back from the SuperConference, your 20 Group or ATI class, filled with great ideas. I was unaware of the 70 percent Rule!
Have you ever been all in, on-board and drinking the Kool-Aid, based on an idea you heard, but failed to achieve implementation at your shop? Keep reading to uncover why this happened and what you can do about it.
The 70 Percent Rule
Based on 26 years in the business and thousands of coaching sessions with shop owners, I have become aware of the 70 Percent Rule.