Onboarding Milestones€¦ · Onboarding Milestones Bramgate - Onboarding - Service V1 Jan 2 - 7 -...

Onboarding Milestones

~ Service ~

Name: Date Hired:

Position: Dealership:

Manager:


Bramgate - Onboarding - Service V1 Jan 2 - 2 -

“We are in the people business…”

At Bramgate Automotive Inc. we are in the people business as much as we are in the car business. When a new employee joins our family, we need to be sure they are welcomed and supported by onboarding them properly. Bringing a new employee into any one of our dealerships, having them join your team properly and orienting them to our “Bramgate way” makes a significant difference to:

• how quickly they will feel welcome • become productive • be a contributing team member to the team’s goals

Research has shown that when new employees go through a good onboarding process:

• they are more likely to be successful • feel they are valued • feel they are supported

This booklet, in combination with Onboarding Videos, have been developed to help guide our managers in orienting their new employees into their teams, our larger Bramgate family and the “Bramgate way”. Use the Milestones detailed in this booklet to introduce your new team member to our Audi or Volkswagen brand, dealership and our way of doing business. The Bramgate Management Team is committed to working with our managers and their team members to help them develop their skills, so they may be successful in delivering an easy, efficient and enjoyable sales experience for our customers.

Bramgate Management Team:

Bill Sr., Bill and Brad

Bramgate Automotive Inc. founder, Bill Johnston Sr. has been on a mission to

… ”achieve customer excellence by consistently delivering an easy, efficient

and enjoyable sales experience for customers” since the opening of his first

Bramgate dealership in 1967.



Index

Milestone 1 .......................................................................................................................................................... 4 The focus is on welcoming the new employee into our Bramgate family, introducing them to their immediate and dealership team members, completing necessary paperwork, getting them involved in learning about our Audi/Volkswagen vehicles, as well as providing an overview of the Bramgate Service Process.

Milestone 2 ........................................................................................................................................................... 6 With the help of onboarding videos, review the first three steps of the Bramgate Service Process (Meet and Greet, Write-Up and Needs Assessment). An evaluation using Role Plays at the end of the week will help Service Managers assess the employee’s knowledge, understanding and proficiency of these Bramgate Service Process steps. Milestone 3 ........................................................................................................................................................... 8 The focus is on Service Delivery and Communication. The week begins with the Bramgate Service Advisor viewing the prepared “How to Deliver Service Value” video and understanding how to present a Service Invoice to customers. A Role Play evaluation at the end of the week will include a review of the first three steps in the Service Process (conducting a Meet and Greet, Service Walk Around and Needs Assessment) as well as conducting a Service Delivery. Milestone 4 ......................................................................................................................................................... 10 The focus is on understanding the Technician’s role and how to best work with the Parts Department. To accomplish this, the new hire will spend time with a designated Technician and Parts Counterperson during the week. An optional Role Play evaluation at the end of the week will be based on a specific area or the whole Service Process, covered in previous Milestones. At the end of the week and fourth Milestone, the Service Manager will assess their new hire’s readiness for the Service Counter, whether to continue to develop their skills or mutually agree not to proceed with further development or employment.



Milestone 1

Beginning of Week The focus for the week will be on welcoming the new employee into our Bramgate family, introducing them to their immediate and dealership team members, completing necessary paperwork, getting them involved in learning about our Audi/Volkswagen vehicles, as well as providing an overview of Bramgate processes. • Introduce the new employee to the Bramgate family and all available product knowledge

resources, specific to the brand. • Provide an overview of the Bramgate Service Process. • Allow the new employee time to become acquainted with Service personal and Service Process

resources.

Middle of Week • Orient the new employee to the Service Department and the value a good Service Department

brings to the dealership. • Provide an understanding of how Sales and Service are “one” in the eyes of the customer and

need to work together for optimal performance in each area. • Provide some front-line experience and learning in the Sales Department.

End of Week – Assessment • Service Manager and employee meet to review all that was accomplished in the week. Use the

checklist provided in “Milestone 1” as a guide. • Together, review the Milestone assessments. Point out “Did Wells” and “Do Betters” (areas

that need improvement) and gain agreement on areas that need further practice as well as the plan for the upcoming week/Milestone.

• The Service Manager will complete the form below the Milestone and with the new hire, agree on a plan to proceed.



Milestone 1

Bramgate Paperwork and Introductions Yes No Manager has reviewed and completed the following with their new team member: • Bramgate new-hire paperwork (including log-ins and accounts)

• Their job description, responsibilities, expectations and duties

• Bramgate’s applicable policies and procedures

Was provided with a tour of the dealership and introduced to: • Service Team Members

• Parts Counterpersons and Service Technicians

• Sales Department Team members

• Supporting Dealership Personnel

• Dealership Principal(s)

Was introduced to and spent time with the Service Porter: • Walled the lot to understand how vehicles are organized while waiting for service

• Understands the dealership’s procedures for respecting customer’s vehicles and shuttling services

Product Knowledge and Process Yes No

• Introduced to Product Knowledge resources, specific to the Brand

• Introduced to the Bramgate Service Process and has a general understanding

Cross Training with the Sales Department Yes No Bramgate Service Advisor was in the Sales Department for a day to learn about: • The Sales vehicle presentation (walk around) and receive a demonstration, incorporating the

six positions and FAB technique

• The Test Drive and “Service Walk” conducted to introduce the customer to Service personnel and amenities.

• The Business Office: their role, how a quote is prepared in “180”, finance products, OEM promotions

• An overview of the Delivery Process and the roles sales and service play

Professional Success Habits Yes No

• Understands the work schedule

• Was on time for every shift

• “Uniform” was neat, clean and worn correctly

Date Started: Date Completed

Bramgate Service Advisor’s Strengths: Bramgate Service Advisor’s Opportunities for Improvement: Service Manager Recommendation:

⧠ Proceed to Milestone 2 ⧠ Repeat highlighted tasks from Milestone 1 and proceed to Milestone 2

Notes:

Service Manager’s Signature Bramgate Service Advisor’s Signature



Milestone 2 Beginning of Week Introduce and review videos for the first three steps of the Bramgate Service Process: • Meet and Greet • Service Walk Around • Repair Order (R.O.) Write- up and Needs Assessment

Middle of Week In addition to the onboarding videos, review and focus on the following: • The Meet and Greet - to establish trust and credibility with the Service Advisor and Bramgate

dealership. • Service Walk Around - to uncover customer needs early in the Service Process and to identify

vehicle concerns that may need attention. • R.O. Write-up and Needs Assessment - to learn the qualifying questions to ask to understand

service needs and concerns for the customer’s vehicle.

End of Week – Assessment Conduct Role Plays (where the Service or other Manager plays the customer) to assess the employee’s knowledge, learning and proficiency of the Bramgate Service Process. • Role Play a Meet and Greet to demonstrate that trust and credibility are established • Role Play a Service Walk Around to demonstrate ability to uncover customer needs and to

identify concerns that need attention. • R.O Write-Up and Needs Assessment to gather customer information and service concerns

o Ensure the Bramgate Service Advisor asks qualifying questions. o Incorporate an explanation of value-added services or promotions that the Bramgate group

offer and their benefit to the customer. • Together, review the Milestone assessments. Point out “Did Wells” and “Do Betters” (areas

that need improvement) and gain agreement on areas that need further practice as well as the plan for the upcoming week/Milestone.

• The Service Manager will complete the form below the Milestone and with the new hire, agree on a plan to proceed.



Milestone 2

Product Knowledge and Process Yes No Bramgate Service Advisor has reviewed videos of the first three steps of the Bramgate Service Process: • Meet & Greet

• Service Walk Around

• R.O Write-Up and Needs Assessment

Service Manager reinforces the purpose of the first three steps of the Service Process (see notes for “Middle of Week”)

Bramgate Service Advisor continues to review brand specific product knowledge resources. Role Play Assessment Yes No Role-Play for Meet and Greet: • Demonstrates ability to establish trust and credibility in themselves and with Bramgate

Role Play for Service Walk Around: • Demonstrates ability to uncover customer needs and identify vehicle concerns that need

attention.

Role Play for R.O. Write-up and Needs Assessment: • Demonstrates ability to ask qualifying questions to understand service needs

• Incorporate an explanation of value-added services or promotions that the Bramgate Group offer and their benefit to the customer






Bramgate Service Advisor’s Strengths: Bramgate Service Advisor’s Opportunities for Improvement: Service Manager Recommendation:


Notes:




Milestone 3 Beginning of Week The focus for the week will be on Service Delivery and communication. The week will begin with a viewing of the prepared How to Deliver Service Value video. Then the new hire will work with the Service Manager or Senior Advisor to understand the Repair Order (R.O.) and how it should be reviewed with the customer to build value for the services conducted. In addition, the new hire should review the first three steps of the Service process.

Middle of Week Provide the new team member with practice presenting a Repair Order/Invoice required for a Service Delivery, (using different types of invoices - one maintenance the other repair). Practice Service Delivery by reviewing the Repair Order line-by-line and presenting the R.O./Invoice to colleagues (as if they are the customer).

End of Week - Assessment By week’s end, the new Bramgate Service Advisor will be assessed by the Service Manager using Role Plays on their ability to: Meet and Greet a new customer; conduct a Service Walk Around; complete a Needs Assessment; complete a Repair Order; and conduct a Service Delivery that builds value for the customer and Bramgate. Together, review the Milestone assessments. Point out “Did Wells” and “Do Betters” (areas that need improvement) and gain agreement on areas that need further practice as well as the plan for the upcoming week/Milestone. The Service Manager will complete the form below the Milestone and with the new hire, agree on a plan to proceed.



Milestone 3

Product Knowledge and Process Yes No Bramgate Service Advisor:

• Continues to review brand specific product knowledge resources

Service Delivery and Communication Yes No Bramgate Service Advisor:

• Reviewed video “How to Deliver Service Value”

Bramgate Service Advisor has worked with the Service Manager or a Senior Advisor to:

• Understand the purpose of reviewing the R.O./Invoice line-by-line from the customer’s point of view

• Understand how to build value by explaining all charges and allowing the customer to ask questions

• Understand the value of advising the customer of recommended service intervals

• Understand the value of booking the customer’s next Service Appointment

Role Play Assessment – Service Delivery Yes No Role Play Service Delivery:

• Demonstrates and understanding and can review the R.O. Invoice line-by-line, building value where appropriate

• Demonstrates ability to incorporate recommended service intervals into the Service Delivery

• Books the customer’s next service appointment.

Role Play Assessment - Review Yes No For a review of prior learning and Milestones, the Service Manager and Bramgate Service Advisor Role Play:

• Meet and Greet – establish trust and credibility

• Service Walk Around – demonstrates ability to uncover customer needs and identify concerns that need attention.

• R.O. Write-up and Needs Assessment – demonstrates ability to ask qualifying questions to understand service needs

• Incorporates an explanation of value-added services or promotions that the Bramgate Group offer and their benefit to the customer






Bramgate Service Advisor’s Strengths:

Bramgate Service Advisor’s Opportunities for Improvement:

Service Manager Recommendation:


Notes:




Milestone 4 – Working with a Technician/Parts Department

Beginning of the Week The focus this week will be understanding the role of the Technician and Parts Department within the Bramgate Service Process. To start the week, the new Service Advisor will spend time with a designated Technician to learn:

• What happens after the hand-off from the Service Advisor • What information is important to Technicians on a Repair .Order (R.O.) • How vital it is to be clear and accurate with communication on the R.O. • How Technicians aim to “Fix-it-Right-the-First-Time”

Middle of the Week By mid-week the Service Advisor will be given a tour of the parts department and work with a designated Parts Counterperson for the day. During their time in the Parts Department, Service Advisors will learn:

• How parts are charged out to an R.O. • How to complete a Special Order Request • The importance of clear communication with the Parts Department

End of Week – Final Manager meeting Service Managers will meet with their Bramgate Service Advisors to discuss their readiness for the service counter. If required, the Service Manager may perform another Role Play on a specific area or the whole Service Process covered in previous Milestones. Together, review the Milestone assessments. Point out “Did Wells” and “Do Betters” (areas that need improvement) and an assessment of the Role Play just completed. The Service Manager gains agreement on areas that need further practice. The Service Manager will complete the form below the Milestone and with the new hire, agree on a plan to proceed:

• Work with the Bramgate Service Advisor to continue to develop their skills • Mutually agree not to proceed with further development or employment



Milestone 4

Product Knowledge and Process Yes No Bramgate Service Advisor: • Is comfortable and confident with product knowledge of the brand

• Has reviewed all Bramgate Onboarding Service Process videos

• Understands how to execute steps covered for the Bramgate Service Process

• Understands the role of the Technician and Parts Department

Role of the Technician Yes No Bramgate Service Advisor has: • Been provided with an overview of the role of a Technician

• Been provided with an opportunity to spend time with a Technician

• Has a basic understanding of how important clearly communicating customer requests and needs is on the Repair Order

• Has a basic understanding of how Technicians aim to “Fix-it-Right-the-First-Time”

Role of the Parts Department Yes No Bramgate Service Advisor has: • Been provided with an overview of the role of the Parts Department

• Has been provided with an opportunity to spend time in the Parts Department

• Has a basic understanding of how parts are charged out to an R.O.

• Has a basic understanding of how to complete a Special Order Request

• The importance of developing and maintaining clear communication with the Parts Department

Service Manager Assessment Yes No

• Bramgate Service Advisor feels confident to begin dealing with customers

• Service Manager feels confident that the Bramgate Service Advisor is ready to deal with customers






Bramgate Service Advisor’s Strengths:

Bramgate Service Advisor’s Opportunities for Improvement:



Milestone 4 - continued

Service Manager Recommendation:

⧠ Ready to be on the service counter to interact with customers

⧠ Proceed with OEM online product knowledge training

⧠ Proceed with OEM online process training

⧠ Repeat highlighted tasks from Milestone 4 and review with Service Manager in ⧠ 1 week ⧠ 2 weeks

⧠ Not recommended to proceed with further development or employment

Notes:

Service Manager’s Signature

Bramgate Service Advisor’s Signature



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