Valerie Ziebron

VRZ Consulting
www.vrzconsulting.com


Valerie Ziebron started VRZ Consulting in 1989 and has since worked with hundreds of clients – big and small to increase not only CSI and Profitability but also job enjoyment.  She firmly believes that “Work that’s fun, gets done!” She has delivered thousands of presentations around the world for dealers and their OEM partners.  Her clients have included Yamaha, Chrysler, GM, Eastman Kodak and many others.  Valerie makes a special study of what a dealership can do to “flip the switch from Reactive to Proactive” with the firm belief that to be profitable, you must be proactive.

Turning Customers from Upset to Loyal

Wednesday, November 8
10:15 - 11:15 a.m.

Valerie Ziebron
VRZ Consulting

Workshop preview

How does your team handle upset customers? Chances are some do better than others, but as the saying goes: ‘You are only as strong as your weakest link!’ It is critical that we train every member of our team in the proper way to resolve customer conflict – and why it is so vitally important. Statistically, customers are more loyal to businesses where their issues are resolved well. This doesn’t mean giving the customer everything for free – in fact that can do more danger. Using good communication skills are key but it can be a challenge when tempers are flaring. This workshop will provide management with easy training tools that are effective for resolving conflict with customers. All of the material covered in this workshop is also useful in resolving internal dealership conflict as well. 

During this workshop, attendees will learn:
  • Tried and true ways to resolve conflict with customers and co-workers
  • Ways to not take conflict personally 
  • Technology tips for text, e-mail and phone resolution 

Lessons from the Master Service Advisor

Thursday, November 9
9:00 - 10:00 a.m.

Valerie Ziebron
VRZ Consulting

Workshop preview

The service advisor position has a lot riding on it: customer loyalty, shop efficiency and so much more. The best advisors know how to support the challenges of the job with efficient processes, strong communication skills and relationship building with both their customers and their internal team. This workshop will look at what lessons can be learned by top master advisors and applied to shops of all sizes. Specifically, the master advisor's mindset, tools and habits are all things that can be modeled to improve CSI, profitability and job enjoyment in your dealership.

During this workshop, attendees will learn:
  • Ten things that should be on every work order
  • Write-up evaluation/coaching tool
  • Ten tools of the master service advisor

Upper Management Role in Service Success

Thursday, November 9
10:15 - 11:15 a.m.

Valerie Ziebron
VRZ Consulting

Workshop preview

Are you setting your service department up for success? Upper management doesn’t need to know the first thing about spinning a wrench to have an efficient shop that grows customer loyalty and dealership profitability. A well-run shop is an incredible competitive advantage for a dealership. This workshop will share practical, easy to apply tips that don’t require much upper management time to get your shop more profitable and proactive.

During this workshop, attendees will learn:
  • Key differences between sales and service that are vital for upper management to understand 
  • Eeasy-to-apply principals that have worked for other dealerships
  • What metrics upper management should be keeping an eye on – and how to quickly and easily do it!