Auto dealers need to provide training for their detailers not only to improve skills, but also to make them feel needed.

One of the most constant issues for dealers with their detail departments is high employee turnover, which tends to be very costly. The value of training cannot be overemphasized if dealers are to expect any improvement.

Maximize Training — Minimize Costs

If you operate an in-house detail department and have experienced high employee turnover, you need to get the most value from your investment in training.

Find a ‘Hands-On’ Course in Detailing

Training experts working with the latest technologies say there is nothing better than “hands-on” training. If it does nothing else, it provides some assurance that the person who is supposed to be getting the training, actually gets it.

And, because detailing topics generally spark questions or side issues, having an instructor around to answer them is always a benefit.

Use Ancillary Materials: CD’s, Videos, Web-Based Programs and Books to Augment Training.

However, much of what is learned in a classroom is quickly forgotten. Therefore, having collateral materials is an important part of detail education at any level.

Moreover, these specialized materials can expand your detailer’s knowledge, covering ground maybe missed in a basic training seminar course. Of course, you have to be certain they are used.

Tap the Detailing Community for Information.

If you have a problem, chances are another dealer out there knows how to solve it and is willing to share that information with you. You can also get this from your chemical supplier, and even online from the many detail Internet forums.

Questions of Labor and Environment Shape Training

The labor base is getting … baser. The demand for training needs to be addressed at both ends of the spectrum —that is, to give both the experienced detailer the opportunity to grow and to provide the novice with “need-to-know” material.

One key issue in training is to simplify information for newcomers to detailing, which will benefit the dealer in the end.

You need to attract good people who want to work in the detailing department. And, they need a good understanding of the principles of detailing; to know the basic terminology and the basic chemicals.

But there is a lot of material being taught that's not necessary for them to know, which will puzzle a novice.  If anything, the training that is available is inadequate. Courses need to involve a little chemistry, so detailers understand what they are using. Other issues that need to be stressed are safety and environmental responsibility. The need to have MSDS sheets on all chemicals, and know what they mean.

Then, there is the issue of wastewater. You need to know that this water cannot, by law, go into the storm drains or on to the ground. It is a violation of the Federal Clean Water Act and punishable by huge fines and clean up costs.

Adequate Pay Reduces Turnover

Hire the best people (not “experienced detailers”), train them properly and pay them what they are worth. If you pay people minimum wage, then you will have high turnover. In short, “high turnover” is euphemistic for "underpaid.”

Specialized Training

At the other end of the spectrum is specialized training. At present, there is no real specialty training available in the detailing industry. But you could hitch-hike on specialty training in other industries: collision repair, trim and restyling, carpet cleaning, janitorial. All these industries, through their associations and suppliers, offer phenomenal training resources for specialty training.

It is becoming clear that detailers need more opportunities to learn. For example, mold is a huge issue in all areas of cleaning and detailers “need to go there.” Mold spores have always been present, but all kinds of things have been blamed as allergens.  But experts are realizing that mold may have been responsible for illnesses in many cases.  

Odor is another, yet the typical answer to odor is a fragrance to mask it when there is so much more to know.  Even steam removing is a science involving chemicals, tools and methodology.

Look for Training Opportunities

There are many sources for training. The Internet has opened such a huge window of opportunity for information that no detailer has an excuse to not have the knowledge they need. It is out there.

For some resistant to research, there are videos and manuals available to purchase that give the detailer ready-to-use information. Our company, DETAIL PLUS Car Appearance Systems (www.detailplus.com) offers training videos, manuals and on-site training for the experienced or new detailer.

These materials can be used to develop your own in-house training program, or used to train and improve new or existing detailers.

Many detail industry suppliers offer technical articles on their websites. The idea is to empower customers. Your detailers have no excuse for not using these resources if you expose them to the information.

They might say that they do not have a computer or Internet, but that is a feeble excuse. Today, everyone has a computer and Internet connection, which is becoming as common as a TV or cell phone.

Personally, I believe in the ultimate importance of education and training to ensure long-term success for the detail industry. At DETAIL PLUS, we believe that those who seek to educate themselves are the ones with sufficient vision to thrive in today's competitive market.  That is why, as a company, we are out there to provide all the information we can. We do not necessarily seek a profit for our efforts in furthering industry education. Instead, we try to play the role of a coordinator by making viable education available to everyone. We see industry trade journals and Internet forums very important to the dealer.

However, the ultimate guidance and counseling are best provided by your detail chemical supplier who is in daily contact with your dealership. If they do not provide you with this education, you should demand it, or buy elsewhere.

It is said that compressing training into one or two periods tends to limit retention; up to two-thirds of the information can be forgotten, with 66 percent lost within 20 seconds of transmission. Therefore, manuals, videos and multimedia resources must be used as tools to refresh the memory.

Dealers must absolutely demand that their suppliers expand their offerings of these training materials, especially very specialized training information. If you do, suppliers should respond or lose your business.

Summary

In short, take advantage of existing opportunities to refresh or augment the basic detail training of your staff.  Expand their knowledge of useful information, and make them explore specialized areas of technology. You need to be on the lookout for new sources of information and to communicate about detailing with your peers to see what they are doing to improve the area.

If I can help, contact me at buda@detailplus.com