Your shop is full of training opportunities for both new and experienced parts staff. Creating a plan that encourages a new parts product specialist to feel comfortable asking questions in the shop is a key step.
I still remember my first week as a front counter parts person.
I grew up on a family farm, and when the job posting for a parts person came up in our local newspaper, I thought this would be a very easy job with my background. As the questions started coming at me from customers, the realization set in very fast that, wow, I had a lot to learn.
The challenges of becoming a parts product specialist are quite daunting when we step back and look at how much knowledge is needed to find all the solutions they are asked for. There are so many different models and types of equipment, and as the season changes, so does the equipment being used. Technology is changing at a rapid pace, and the expectation of our customers, when they come to the counter, is that your parts counter person is a product specialist. Keeping up with these changes can be very intimidating for a new employee or even a seasoned veteran of the parts counter. Having a strategic plan to build the necessary product knowledge will make your parts staff truly specialists and let them deliver an exceptional customer experience.
Technology is changing at a rapid pace, and the expectation of our customers, when they come to the counter, is that your parts counter person is a product specialist.
Building confidence in the first few days of employment for a new parts counter specialist can set the stage for their learning path – the key is to utilize your product experts to give them the knowledge they will need. Going out into the equipment lot with a staff member who knows the key components of the equipment for some basic ag equipment knowledge sharing can go a long way. This doesn’t need to be a deep dive into the equipment but to teach them the main components and terminology that customers will be talking about. I have watched new employees become fascinated when you show them the basic principles of how a planter or air seeder works, or all the different sections on a combine that the crop goes through to produce the final product. This equipment is fascinating, and sparking their interest early on will encourage them to ask more questions.
Your shop is full of training opportunities for both new and experienced parts staff. Creating a plan that encourages parts people to feel comfortable asking questions in the shop is a key step. A picture on a computer screen can only convey so much, but when someone can physically see where a part is located on a machine, how it is installed or what that part does, the information becomes more tangible and memorable. The next time they look at a parts breakdown on a computer screen or in a book, they see more than just a picture. Observing equipment setups or inspections being done in the shop provides a comprehensive overview of the machinery, boosting their confidence and helping them become product specialists.
A simple one-hour walk around a piece of equipment before that season starts can be a great refresher for staff. Take advantage of your technicians who are out in the fields, keeping your customer’s equipment running every season to help build a good walk-around. These technicians are hearing and seeing firsthand the issues your customers will call about when a new season starts, making them excellent teachers for your front-line staff. The first time you plan a pre-season walk around, it takes some time, but once the template is in place, it can be a very easy and incredibly impactful partnership between parts and service.
Your customers expect parts product specialists when they walk through the door or when someone takes their call. Building a parts product specialist takes planning and a commitment to continuous, hands-on training. Engage your managers to develop and implement a training plan that will encourage your parts staff to always learn from the experts in your dealership. Your customers and your staff will thank you.
SCOTT BRIGDEN is a trainer with NAEDA’s Dealer Institute. Prior to joining DI as an aftermarket specialist and trainer, Scott held various training and leadership positions across several dealerships in Canada, and he currently manages a truck repair shop. He looks forward to helping dealers succeed by improving their parts and service operations.
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