As a leader in the service department, you and your team have experienced situations that become the stories of your shop, passed from person to person.

Some of these stories may have ended with angry customers, frustrated technicians, or a revving of your own internal tachometer. Others may have led to the development of outstanding processes that made the shop and dealership stronger. And still others may have transformed your own leadership journey.

You should never let a good story go to waste. Stories are powerful tools that help all of us remember what matters, allow us to share lessons with others and drive us to either improve or regrettably, repeat our mistakes. 

During this uplifting, entertaining and educational workshop from expert service trainer Valerie Ziebron, you will receive some memorable shop stories and the best practices they teach, including those that can:

• Motivate technicians to work harder

• Inspire team members to treat frustrating co-workers with greater empathy

• Communicate to your team why documenting is critical to success

• Demonstrate to all the importance of a proper write up and delivery

• And take customers from livid to loyal.

In addition, you will learn how to use the stories you hear and live through to help improve your mindset, your team’s mindset and your shop’s performance in the year ahead. 

• Understand the importance of storytelling to gain rapport with customers and co-workers

• Uncover how to learn from what happens in the shop in a way that makes you better, not bitter

• Discover some of the most important service and parts best practices

• Process some of your own stories to extract the important lessons

• And practice responding to and improving on the endings of stories you experience.

Valerie Ziebron, industry expert and renowned speaker, founded VRZ Consulting in 1989. With a wealth of experience and a focus on "Golden Nugget Best Practices," she has guided countless marine businesses, both large and small, to boost CSI, profitability, and job satisfaction. Valerie's extensive track record includes delivering thousands of presentations aimed at helping dealerships and OEM partners transition from reactive to proactive approaches for lasting profitability.