I was going to a facility to let a Service Advisor go (terminate him) and as I thought about the words I would say and how this was going to go, I realized that maybe there was a chance to save him.  Maybe I could teach him to be better on the phone….. maybe? Let me start at the beginning here, you see we have just started getting the taped phone conversations between our clients (the automotive facilities) and their clients.  And the one thing that I heard repeatedly through these conversations was that my clients weren’t doing a very good job on the phone when speaking with their clients.  Well, to be honest, the words “very good” were a huge understatement; this particular Service Advisor had done a terrible job!!  And so, based on the multiple conversations I had heard, the ones the Service Advisor had taken part in, I was going to terminate him.  Why you ask?  There was never any asking for the appointment, never any helpfuln ... read more