Service Department Meetings

                           By Larry McGinnis

“Are the weekly service department meetings really necessary?” “Why do they always seem to turn into gripe sessions?” “If time away from the field is expensive, why do I spend so much time in meetings?” If you’ve ever asked yourself these questions or if someone else has asked you them, then maybe it’s time to rethink your meeting strategy.

Many organizations have been swamped by information overload. Oh sure, information is good, particularly when you have the right information, in the right quantity, at the right time. But often at these meetings, attendees arrive ill-prepared and conversation meanders along for hours in meetings that could have lasted just 15 or 30 minutes, if they were needed at all.

So, what distinguishes an effective meeting from one that’s a complete waste of time? Here are five factors that help ensure a good meeting:

• Have a good reason to meet in the first place.

• Have an agenda that clearly states the purpose of the meeting and lists key steps to satisfy that purpose by the end of the meeting.

• State a time frame at the beginning of the meeting and stick to it, with few exceptions.

• Require that participants come prepared to discuss the topics on the agenda, meaning that participants have received the agenda and have been told what’s expected of them personally.

• Have someone run the meeting who can keep participants focused on the agenda items and can navigate prickly interpersonal issues so that the meeting is effective instead of dysfunctional.

So, what should be covered in a service department meeting? A good meeting should call attention to the exceptional achievements of people within the department. Peer recognition is a powerful motivator, so spend some time recognizing achievements such as high service contract sales, low callback ratios, and so forth.

Also, participants will be interested in new repair techniques. Have one of your technicians demonstrate a new repair method. Cover company policy of interest to the service department. Report how the department is doing—not just what went wrong, but also what went right. And, have some fun; give out some gifts or have a drawing for some dinner gift cards or new tools.

Good meetings are rare, but you know when you’re attending one. The schedule and purpose are clear, participants are prepared, conversation is dynamic, and the meeting ends promptly, with all participants understanding any further action that’s required. The meeting is pleasant, even fun, and you feel camaraderie among the participants. But most importantly, the meeting is clearly about moving forward the work of the day and is energized by the preparation and clear focus of its participants.u

Larry McGinnis brings over 30 years of experience to the office machine business. His company, TEC-AID, markets a service-department management program called ServiceTrak and a sales aid program called SalesBuilder Plus. He can be reached by phone at 866/983-2243, or check out his Website at www.tec-aid.com.