Recognition & Recap

A lot has been happening at RHD TIRE and in the Dealerships the past 2 months, and I have finally found a moment of peace to sit down and write a little bit about it.

Let’s start with September…

September was a tough month to sell tires in Ford Dealerships, specifically, with no Ford tire rebates having been offered, so I feel September’s winners deserve a lot of recognition and credit!

The September’s results were as follows:

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The #1 Tire Selling Advisor was Chris Dienes from Bill Brown Ford.
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The #2 Tire Selling Advisor was Chris Lakso from Hines Park Ford.
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The #3 Tire Selling Advisor was Felicia Collins from Avis Ford.
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The #4 Tire Selling Advisor was Alex Eklem from Bill Brown Ford.
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The #5 Tire Selling Advisor was Brittney Fuchs from Taylor Ford.

Collectively the 5 of them sold almost 900 tires! Which is absolutely amazing!  Not only is their effort and hard work shown through their sales numbers but it is energetically felt and conveyed through their innate ability to give great customer service to every customer, every time!

While all of them are unique individuals, all 5 of them share these common attributes, qualities, and knowledge:

  • They are always happy, smiling, courteous, and professional!
  • They have all completed various Tire Manufacturer training blocks. (Goodyear, Michelin, Bridgestone, etc).
  • All of them are Goodyear Rewards Plus Certified… So we should be seeing many of them in a new Goodyear Tire Champion coat very soon!
  • All of them have attended at least 1 off-site RHD TIRE training course this year.
  • Many of them have attended Drive and Learns.
  • Several of them have provided their best tire selling practices in previous interviews (click on their names above to read those posts).
  • They put forth a tremendous amount of effort to take care of their customers.
  • They understand the added value of selling tires.
  • All of them have an established customer base and therefore they have loyal, repeat customers.
  • They are customer retention experts… (whether they realize it or not)!!
  • And lastly, they participate in our blog contests month after month… so they are consistently tracking and measuring their tire sales monthly. They know what they are capable of and what it will take to achieve larger goals.

Again great job Chris D., Chris L., Felicia, Alex, and Brittney… thank you for all that you do!

I also want to recap October (just a tad) and say thank you to Bridgestone Tire for sending Chris Welty and Chris Lupien to Michigan and putting on an amazing training course!  Also, thank you to all of the attendees for your undivided attention and time. We know it is not easy to take time away from your Dealerships and we greatly appreciate your attendance.

For those of you who missed the training course, it was a 3-hour training block titled “Good to Great Customer Service Skills”! This course was RHD Tire’s final off-site training offering for 2017… But rest assured more training will be offered in 2018! The Good to Great CS course was held at the Rust Belt Market in Ferndale. I want to acknowledge and thank the Rust Belt Market for the use of the beautiful space and help on the set-up! -Side note… The Rust Belt Market would make for a great location for any Parts and Service Club meetings/ events.

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Just as the course name states Chris Welty covered many topics to help take your customer service from Good to GREAT! The training was based on Ritz-Carlton’s Customer Service teachings and practices, as well as Zingerman’s ZingTrain Customer Service recommendations. Everyone left with new information, different perspectives and ways to think about customer service, and of course tips on how to improve customer service. RHD Tire will bring this course back in early 2018, as well as several other courses presented by Chris Welty of Bridgestone Tire, so please be on the lookout for that information.

I am not sure if anyone else in attendance purchased the book Chris recommended and referenced called “Zingerman’s Guide to Giving Great Service“, but I did purchase and download it (that day) in my Audible app and have listened to it twice already. It is a great book, very helpful, and I highly recommend it… so much so, I purchased a hard copy to carry with me and reference as needed. It is an easy read packed with tons of useful insight and information!

If anyone reading this post is in need of tire training, sales training, and or customer service training, please reach out to your local RHD TIRE location and or Sales Rep! We are gearing up for another amazing year in tires and are fully staffed to help support you and your Dealership in any way that you need.

 

GOODYEAR’S ASSURANCE WEATHERREADY

Consumers know that Mother Nature can introduce challenging driving conditions. But no matter the weather, The Goodyear Tire & Rubber Company has introduced a breakthrough tire for drivers who want confident traction in all conditions: the Goodyear Assurance WeatherReady.

“The Goodyear Assurance WeatherReady helps deliver exactly what its name implies: superior confidence behind the wheel, whether the road is slick with rain or covered with ice,” said Ryan Patterson, president of Goodyear’s North American consumer tire business. “Rain, sleet or shine, this tire delivers the best all-season traction for consumers.”

Available in a wide range of sizes, from 15 inches to 20 inches – and covering 77 percent of cars, minivans and SUVs on the road today – the Goodyear Assurance WeatherReady boasts a variety of stability-enhancing features, including:

  • Goodyear Weather Reactive Technology, which contains:
    • Evolving Traction Grooves to provide like-new traction as the tire wears
    • 3D TredLock Technology Blades, which provide predictable traction in turns when the weather changes
  • Asymmetric tread for traction in any weather
  • Sweeping tread grooves that force water away for steadfast control in the rain
  • Zig-zag biting edges that provide dependable grip on snow and ice

“The all-season Goodyear Assurance WeatherReady is our best traction tire ever,” said

Patterson. “It was developed in partnership with our customers, to satisfy the needs of their consumers. Throughout its design process, we engaged with our customers collaborating on performance requirements, product appearance and other features.”

Popular fitments for the Goodyear Assurance WeatherReady include the Toyota Camry, Corolla and Highlander; the Ford Edge, Escape and Explorer; the Honda Accord, Civic and

CR-V; the Hyundai Sonata and Santa Fe; the Nissan Altima and Rogue; and the Chevrolet Cruze and Equinox.

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Source: https://corporate.goodyear.com/en-US/media/news/are_you_weatherready.html
Source: https://www.goodyear.com/en-US/tires/assurance-weatherready

Service Advisor Spiff August 2017

When replacing your customers car’s tires, price shouldn’t be the first consideration… Other factors, such as safety, grip and ride quality, should top the reasons-to-buy list.

And when the time arrives to finally replace those worn tires, the majority of consumers are not very good at doing their research to find the best fit.

In reality, no single component in a car is more critical to its stability, handling and ride quality than its tires. The right tire can even improve fuel economy and save your life.

With that said, this month I urge you to go the extra mile when recommending tires to your customers… ask questions such as: What improvements would you like to see made on your car? Maybe the customer tells you that their car is noisy especially at higher speeds, so they’d like their car to be quieter. Or they tell you they have a vibration issue. Maybe these are the very reasons your customers are visiting your lane in the first place. So take note of things such as the tread depth, check for irregular wear… is the outside half the tire 7/32 of tread, but the inside is 3/32? What brand and model are the tires? Talk to your customers and find out how many miles they drive each year. Are they leasing their current vehicle or did they purchase it and how long do they plan to drive it? By asking questions you might find out your customer drives quite a bit, likes a quiet and comfortable tire more than anything else, in the past has always preferred Michelin tires, and of course they want great traction. From there use the Tire Sales Tool or GMTireBilling or call the office staff at RHD TIRE to determine the best recommendation, and then see if you can price match that tire. Your customers want and expect the BEST tire for the LOWEST price and YOU have the ability to make that happen every time… even for the price conscience consumer who is strictly after the lowest price!

Take a look at this example made specifically for the price conscience consumer.

What Would You Buy?

What Would You Buy? (blog image)

Before even getting into the features and benefits of the 3 tires listed above, take a look at the basics. Both the Firestone and the Uniroyal come with higher mileage warranties than the Kelly tire, and they both start with more tread depth, but had you just organized these tires by lowest to highest price in Tire Sales Tool or GMTireBilling the Kelly Edge would be the least expensive and would most likely be your go to option. When you make the extra effort and search for an opportunity to price match you can save your customer money and put them into a better quality tire.

So this month I once again ask that you track your sales and submit your tracking sheets to me at the end of the month… However this month I will reward the top 5 Service Advisors, and Kelly tires will be worth only 1 point, while ALL other program brands will be worth 2 points. Please see attachment for details and let me know if you have any questions. As always thank you for all that you do! Let me know if you have any questions.

AUGUST 2017 SPIFF

What Color are your Tires?

RHD TIRE

 

Red, yellow, or green?!?

At RHD TIRE we follow the 2/4/6 rule.

2/32 of tread being considered legally worn out and unsafe to drive on.

4/32 of tread being the minimum amount of tread depth needed for traction in the rain.

6/32 of tread being the minimum amount of tread depth needed for traction in the snow.

The 2/4/6 rule goes hand-in-hand with the simple color-coding system almost all dealerships and shops use on their multi-point inspection forms and tread depth gauges:

  • 31UZUiCdOqL._SY355_Red indicates items that need immediate attention. (1/32-2/32 of tread)
  • Yellow indicates items that should be addressed in the near future. (3/32-5/32 of tread)
  • Green indicates no items to address. (Above 6/32 of tread depth)

As a technician or service advisor this is vital information to communicate to your customer. Every customer should leave your shop or store knowing what color their tires are and what that means to them and to their safety.

If you would like a visual aid in your service lane or lounge that will help communicate tread depths and other vital tire information please let me (Jill Richter) know. I can supply you with the these awesome trifold brochures. Please note these brochures can be customized with your Store’s logo and information, and any other message you’d like to have included.

While you are here check out the video below on tread depths and stopping distances. This is the best example of how traction is reduced as tread wears down.

Lasty, if you have any questions or comments please post them below, or feel free to send me an email.