What are your recommendations for recruiting?
Make it part of your culture! Make recruiting a topic at your weekly departmental meetings. Recruiting a top performer for any department in a dealership can have a significant impact on the bottom line. Each member of the leadership team and each employee should understand why recruiting quality candidates is important not only to the dealership but to them. Recruiting should be a topic in every sales meeting and every management meeting. Leaders should be taught how to engage their 'sphere of influence' to help them identify candidates. It is important that you know how to describe the personality characteristics you are looking for so other people can become a source of candidates. Each department should be responsible for interviewing a minimum number of people per month that they find through networking and their own efforts.
How should we evaluate our claims administration?
Claims administration is an extension of your customer service and should be taken seriously. First and foremost, you have to be comfortable and confident in the people, their business philosophy, and their experience with handling your customers. Next, go visit your administrator at least once a year. This next one may sound strange, but take a look at your administrator agreement and verify that it cannot remarket products and services to your customers, or through any third party affiliates, without your expressed written consent. Some administrators have the philosophy that once your write one of their contracts, the customer becomes theirs. This should never be the case. Also, take a look at the exit clauses and make sure customer service will continue on the contracts in force, what the service levels are, and verify that changing providers with reasonable notice after the original agreed upon time frame is relatively simple.
What is your approach to training?
Our leadership was founded on a training background. We believe that people learn best when they understand the behaviors necessary to succeed, are able to identify their current skill level in comparison to where they should be, watch others perform the behavior and are able to critiquing others, as well as performing the behaviors and being provided with relevant and measurable feedback. Organizations that embrace training and a learning environment where everyone has a mindset that mastering skills requires daily practice are the most successful.