Holdase

Transcription

Dale Snow. I've been a service director with Toyota for 23 years. I was 21 years old when I became a service manager. And it's an exciting job and it changes every day. So basically you're doing an express lube and then recommending four tires on it? An alignment. Do you do a complete inspection on it while it's here? OK. Breaks, things like that. OK. I'll come in in the morning and go through the shop, greet the technicians, make sure all the associates are getting ready to go for the day's work. I'll go into my office. Do some financial analysis, where we are month to date. The financial assessment of the operation's pretty critical. My primary responsibility is to return a profit to the dealer principal through customer satisfaction and customer loyalty. So I spend a lot of time observing associate's behavior as well as the financial performance of the dealership. The skills for this particular position are kind of unique. It's a people business so personality plays a big role in it. And you really want to be enthusiastic. And you really need to be a problem solver. It's not necessarily a college degree type position to get into. But you need to be very customer sensitive and you need to be able to get out there and work through problems and have a positive result. Yeah, well let me get you a labor quote on that thing. Thank you. You bet. Customer satisfaction in our businesses is priority number one. So you really need be attentive to those clients. Mr. Hogan's vehicle, he has a 40,000 mile service, but he also had a warranty concern on his breaks? Yes, we've have already taken care of that. Did you take care of that? It's perfect, he's ready to go. OK, he's waiting in a waiting room. I'll bring it right in. Thank you. Thank you. We take in about 100 to 125 vehicles a day. About 80% of them are by appointments. So again, we're addressing their concerns whether they be a warranty or just routine maintenance. My job over the last 21 years has really changed dramatically, Especially in the technology arena. These cars are extremely complicated and training has become a critical issue for us. Also for the front line personnel as well as technicians. And also customers have become a lot more demanding. With internet the way it is nowadays they're much better, they're much more informed consumers. And you really need to be on top of your game. This particular tool that Karl's working on provides us the latest in diagnostics of all the computer control systems on the vehicles today. I would say the golden moments in this career have been a lot of traveling with Toyota. Had an opportunity to the Bahamas, been to Alaska, been to Hawaii on the incentive trips along with my wife. Other golden the moments are really watching the young people grow. I'll meet them when they're engaged and they'll get married and buy a home. And next thing you know they're having children and hiring people and nurturing people, mentoring people. Building a department. Building a successful team is a extremely rewarding. My career path was law enforcement. And I decided at that time that that wasn't for me. It was a pretty negative environment. And I had an opportunity to work at a car dealership. And from then on it was my pleasure.