How to maximize employee performance in the service department – Michael Roppo

Has the pandemic had an impact on employee performance in the service department of automotive dealerships? Today on CBT News, Michael Roppo joins the show to discuss maximizing employee performance and ways to get the most out of your employees. Whether it’s your seasoned F&I manager or your brand-new service advisor. Roppo is the President and Director of Dealer Fixed-Operations Consulting and Training at Automotive Domain Results.

Roppo opens the conversation by discussing the positive takeaways and possible improvements. He says that accountability is a major area that needs improvement. Many employees in the service drive have no knowledge of what they are accountable for. Service managers should hold associates accountable and managers must be held accountable by dealers. 

Training is a key element of the service department. Roppo believes that training must take place all hours of the work day. New technicians or service employees must be taught to watch and learn methods of daily operations. Employees who are shown the entire process have a better understanding of the role they play in the department. 

Roppo believes now is the worst time to get comfortable. Dealers across the country are experiencing success in every area of their business. However, a little success can be the downfall of a business if leaders aren’t looking for new ways to maintain success and continue growing. 

Dealers often struggle with the challenge of laying off underperforming employees. Turnover is often criticized in the industry, however, dealers and service managers must be results-oriented by maintaining a high standard. Roppo says that service managers must be committed to proper training if they want to see effective results, but they must also be willing to see when an associate is bringing down others in the company.

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