Testimonials

 

Don : We continue to be excited about our “learning’s” from your one week visit with us . From an execution perspective , the timing could not have been worse as Steve ( Service Manager ) was just leaving on holidays for two weeks and our complement of technicians which is already two less than where we would like it to be is further reduced by holidays .

Having said the above , we are anxious to get this period behind us and get on with the full implementation of your program. I ( and I know that I speak for Steve and Randy ) feel that the week we spent with you was the best learning experience that I have had re service in my thirty plus years as a CTC Dealer . The opportunity to learn from an instructor who believes in the importance of “ EDUCATING”--- the Dealer , the Service Team and the CUSTOMER and who has “ Walked the Walk” is fabulous ! . The “ BALL “ is clearly in our court as you have equipped us with the “Tools” we need to take our Service Department to the next level ! We will with our learning’s achieve our new TARGETS !

Thank you !
Elwin

Elwin Derbyshire
Associate Dealer
Canadian Tire Store #417
Kingston, ON

613.384.0011 x274 (office)
613.384.2818 (fax)
ct417dlr@on.aibn.com

 

 

Letters

To: Whom it may concern:

Don Funk has been the service manager in my Canadian Tire store for 8 years, and 10 years previous to that, under the dealership of Ian Van Norman. During this entire time, Don has consistently driven top quartile results with both sales increases, and profitability. Every year, he has focused on new and substantial challenges to continue to drive better results, and each year he has succeeded. As the economy has weakened, Don has been particularly focused on driving incremental business through the selling of maintenance related services. His unique approach to this up sell proposition combines educating the customer on the merits of the product, along with intense coaching and measurement of the advisors and technicians. In his tenure, Don has developed and mentored a large number of service advisors, who have then gone on to greater management and leadership roles within other Canadian Tire stores.

While he is very tactical, and customer focused on a daily basis, he is truly a strategic thinker and has the vision and understanding to execute all levels of my business. Don deeply understands Canadian Tire and the many nuances between dealer, service manager, corporation, customer, and the service technician. He has the ability do a deep dive into all aspects of the business, realize the opportunities, and create a business plan for change. He is not interested in single aspects, quick wins, and short cuts, but works on extensive analysis and then long term resolution. He clearly understands, personally executes, and can coach customer service, communication skills, selling, leadership, attitude change, and professionalism. More importantly, not only does he coach these skills to your staff and management, he will also provide tools for measurement, follow up, and ultimately, sustainability. He probably has the best oratory and leadership skills of any individual I have ever met, and his passion, and hands on direction will inspire your team.

I have every confidence in saying that Don can make a huge difference in any shop. Whether you need help with the basic of function, structure, and accountabilities, or are currently a top echelon shop and are looking for that last element to get you to exceptional. He has provided my business with a level of dedication and commitment that is unprecedented in my history as an owner. While I was extremely disheartened to lose Don as a leader in my store, I am extremely pleased that he will be sharing his exceptional vision and talents, to improve service centres across our organization.

Sincerely,



Dave Deplaedt
Dealer Ctas #133

CANADIAN TIRE ASSOCIATION STORE
DEPLAEDT RETAIL SALES LTD.
1731 PRESTON AVE NORTH, SASKATOON, SK   S7N 4V2
TEL: (306) 373-3666   FAX: (306) 373-8720





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Dave Deplaedt from Dealer CTAS #133

 

To whom it may concern,

This letter is to outline the profound impact and results Don Funk has had on our Automotive Service centre. Don entered into our shop as a consultant with a known track record for results. Don was able to focus on key areas and motivate all members of the team into believing they could perform.

Don is known in the Canadian Tire circle as the guru of service centre management. His track record speaks for itself. This, combined with his ability to inject energy into a stale situation, places him high on the list of known leaders in the industry. From equipment representatives to sales tracking firms, they all know Don Funk.

In my personal experience, Don was able to analyze and define key target areas for growth. In three months, we were well on our way to the proposed targets outlined in his analysis. The targets and the results were real. This was not limited to sales, but also attitude and commitment. Once the employees had "bought in", the rest just fell into place.

The most appreciable gains were in the maintenance areas, firmly driven by the new sales approach. The motivational aspect of Don's approach changed our advisors from order takers to order makers. They believe they can sell.

The lasting benefit of Don's visit is proven by our sustained increase in units per work order. It's not just a temporary change, but a change in the culture of the shop. Previous consultants have been able to produce results when present, but it always relapsed to the status quo. Don's methods and motivation have produced long after his visit.

The idea of expectations, balanced with praise and recognition, is a powerful motivator for all members of the team. We all want our staff to achieve more, and they now believe that we are all moving forward together as a team.

Sincerely,

Adam Stuart
Service Manager CTAS 457 Kanata

David Malcomson
Dealer CTAS 457 Kanata





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Adam Stuart & David Malcomson from CTAS 457 Kanata

 

Mr. Don Funk
Funk Auto Consulting
Saskatoon, Sask.
December 16th, 2009

Dear Don

We would be remiss if we did not take a moment to say thanks! Under your tutelage, leadership, enthusiasm and knowledge of the business we have been able to transform our above average business here at Kanata Canadian Tire to one that is Great! With your steady reassuring hand at the wheel you took our 19 bay service center with thirty staff members to a whole new level of confidence in what matters most “Our Customers”! In return they will have record earnings and we will confidently crack the 2 million dollars labor volume in our shop!

From mid April when you first arrived a new energy filled the air! That up beat “we can do it attitude” became contagious! Adam Stuart our Service Manger with only five months in the saddle could not have been given a better mentor, teacher and in the end a friend! I am sure his coaching was not just the two visits but constant follow up via emails and telephone calls! You were always there to lend an ear and freely give of your vast knowledge of the business! I chuckle when I hear the men use your many cliché such as show and tell!

Year to date Don we are up over 17% from 2008 and you did not arrive until mid April! In eight short months we have come so far! We had a record week last week when the snow finally hit! We did over $71,000 and beat the past record by 26%. But the team stayed true to the Don Funk philosophy! We shopped the cars professionally and sold at over $108.46 in labor per work order! The team worked until midnight on two occasions and stayed later on others just to keep the customers happy! Even the technicians stayed! From my farming background “The sun was shining and the team took in the hay!” Last year in October we sold at $74.25 per customer this year $104.52 a 40.9% increase, in November we sold at 104.66 up from $73.00 or a 43.4% increase and for the first two weeks in December we are at $100.95 versus $80.33 in 2009 or a 25.7% increase!

The last point I would like to make Don is in the area of sustainability! When you first arrived I expressed my serious concerns about keeping the program going after you left! We had hired two firms in the past and when the consultant was in the building we were successful and for about four weeks after! In your quite reassuring way you restored my confidence that this time it would be different! You were correct!

We all look forward to your next visit as we plot how we will take 457 to even greater heights for our staff, the business but most importantly our Customers!

Sincerely


Dave , Pam & all the Team at 457!



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Reference Letter

 

Despite having a productive and profitable Service Center, bringing Don in to work with the team was definately the right decision. Don created a focus within the counter staff and technicians that will drive Customer Service, Growth in Labour and profits. Don helped to create an exciting vibe in the Department that will produce results through teamwork. Since his arrival we are experiencing continued positive customer comments and we are significantly outpacing our neighbouring stores results.

Peter Marshall
Canadian Tire
Caledonia, ON
N3W 1Z2
905-765-8473

 

June 11, 2010

To whom it may concern.

Over the past week we have hosted Don Funk as a consultant in our Auto Service Center. Don’s passion and dedication to this business is 2nd to none. He has the ability to delve into all aspects of the service business and make a difference.

He has a great talent at training, leading and motivating all team members in selling. His pricing philosophy ensures that we are not undervaluing our business while remaining true to the customer offering a great value.

Don’s vision and upbeat attitude is contagious and challenges all team members to provide only the highest level of customer service.

We can truly say that we are a better team today than we were 1 week ago as a result of working with Don.

Sincerely,





W.A. “Laddie” Hutchison
Associate Dealer CTC 270



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Reference Letter

 

October 4, 2010

Re: Don Funk Auto Consulting

Over the years, Canadian Tire in Brandon Manitoba has grown into a very successful retail operation. We have achieved consistent growth through excellent customer service and our customers have rewarded us by making our store one of the top retail stores in both sales and customer satisfaction in the entire chain. Despite this success on the retail side, our store had a significant opportunity on the service centre area of the business.

But how do you start to make things better? You have to admit to yourself " you don't know what you don't know " someone has to educate you......enter Don Funk.

Don managed the Saskatoon East store for many years, and delivered consistently excellent results. When we learned that Don was offering a consulting service, we were very eager to have him look at our operation. You cannot be sure where you are going if you aren't sure where you have been. Don began by assessing our Service Centre as it was, by reviewing previous work orders. The remarkable thing about our store is that we had enough vehicles coming into our service centre, but we weren't doing enough to educate our customers on the work that their vehicles required. We were order takers. Without question, Don discovered the opportunity for us to achieve more and he taught us how to do so.

But vehicles do not fix themselves. It is the technician and service advisors that work with the customers to inform them of their service requirements in an educational and collaborative way. Don Funk worked with both groups and provided specific one on one training and examples of how to interact with customers. In addition, Don reviewed our service centre labour codes and suggested changes to enhance the task of selling required services to our customers. Don did so in a respectful manner that made the buy-in of the service staff very easy.

From Don's comprehensive audit report, to specific training, to over 300 pages of service related materials on education, our staff were provided with the necessary tools to properly look after our customers. Don gave us the road map to success; it is up to our staff to follow Don's map to financial success.

Sounds great, but what about results? They have been nothing short of remarkable. In the first month after Don visited our store, our average sale per work order has increased by 20%. This number is up because we are doing a better job of providing service and education that our customers require. True labour sales in the same period are up 14%--very solid growth in a business that seldom sees swings above single digits.

Don Funk is passionate about the service business. This passion is infectious, and is an integral part of the service centre training. We recommend Don's services without reservation to any service centre team that is looking to provide the 'next step' in customer service. If it isn't told, it isn't sold. Though it sounds simple, there is a lot of work, systems, and processes behind the scenes, but it works! The best word to describe his time with us here is "fabulous".

Sincerely,


Stuart Cruse
General Manager
Canadian Tire
286 Brandon, Mb

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Reference Letter

Other Information

The other information section will be coming soon.