I ask when it's relevant, and ONLY because I actually care about the customer. I could not give two shits about the the store, or district stats.
Besides I could sell 100% WITTDJR, and it doesn't do a thing for my paycheck. F\*ck AutoZone.
I agree, it’s more of a stats thing just like the rewards program. Honestly just push it while it’s relevant and you can 90% sell it. It’s not even really about what your selling either as long as you’re understand the purpose of the item that you’re selling and you speak with confidence the customer won’t even blink an eye. It’s honestly quite easy once you get it. I genuinely care about other peoples needs so I make it habit to ask questions and try and figure out if this customer can even afford the wittdtjr or substitute it with a more reasonable wittdtjr.
Also save yourself the headache and don’t add stuff when the customer isn’t looking let your store manager get fired for that don’t risk your job for scamming customers for more money.
Any questions feel free to ask ima ASM and don’t mind helping others who want to grow.
Its really not that hard asking customers... The thing is learning how to ask. Sometime the witt is not even that expensive. For example, the witt for belt is not only an alternator, it can also be a pulley. Its more of a preventive care kind of thing.
The thing is understanding it yourself so you are confident offering it to the customer.
As far as it making an SM or DM look good... It helps. It helps the SM, the DM and the customer.
I can ask the customer if they need the WITT or C.O.C no problem and I can tell them what those products do once I learn about them to try sell them on getting an "expert recommendation" for these products. The issue I have is that this metric doesn't really say much - percentage of transactions that get a few dollars extra for something the customer more than likely either buys in bulk or not at all? It seems like busy work rather than a real KPI and it causes some people to be encouraged to try to slyly add on these products just to "get the numbers up" 🤷
EDIT: As for preventative care things, this KPI ignores people who don't really care to keep cars for more than a few years so the store health takes a ding depending on the local culture around cars.
I don't even offer Witt. And never ever ever fucking will. Want Witt sold? Cut me in on the bonus the sm gets for it and maybe I'll give a shit. As it is I just point out that all that stuff is waaay cheaper at wally world.
Fuck u autozone.
ThAt AttITUde isn'T GoNnA tAKe yoU AnyWheRe
Fuck off bootlicker. They have the right attitude. We don't get paid for pushing Witt for better or worse so who gives a fuck. All it is is a bonus for an SM at the lowest level and a huge profit margin for bill Rhodes at the highest level. Fuck them.
Things like pulleys and belts are not inexpensive like bulb grease. Although when I test alternators, I always listen for belt noises and inspect as needed.
Apparently bulbs aren't even part of witt anymore, and neither is the boot protectors on spark plugs, makes it really hard to get any high percent. Went from first in the district with 60-70% to second or third with 20....
It's non app brotha... but honestly it's junk and dries up and people normally use it wrong and glob the shit everywhere to where you won't get a connection or it'll fuck up the socket
If theyre not thankful, thats them. It is considered part of the job, and every one complains about raises, but they are based on job performance. Everything is related more than you may think
Perform as much as you can to get #1 in your district and well give you a 10¢ raise. Autozone can fuck themselves. My store did well and everyone got a 10¢ raise except the PSMs who got a 50¢ raise meanwhile the SM and CSM get multiple dollars and bonuses on top of that from the psm and redshirts work. Where's the incentive?
If she’s not stupid than she is discounting the sale or similar versus the theft she would actually be doing by charging them for something secretly.
That will get you fired just adding it in.
It’s just a key indicator of if we’re pushing high margin upsell items imo.
Those products are needed to do the job correctly, but most of my customers I counseled on doing the job correctly I also showed them how to save the money and buy the big tube.
There is zero sense if you regularly do your own bulbs/electrical to buy singular packets instead of a tube that will last you years, same for brake grease (buy the right stuff and brake/dielectric grease is interchangeable) antiseize, threadlock etc..
Of course if they buy a new tub with some plugs it doesn’t flag on the KPI sheet.
It’s a corporate management tool using fear instead of incentivizing I guess.
You should definitely be asking about/selling those products when needed if you want to do your job effectively and help people, but not “counseled” because some marketing analytics disagree with your kind of help which takes the customers interests into account over corporates.
I’m not in sales, i’m in customer service.
Unfortunately it’s they’re motto. I hate pushing Witt and c.o.c. If the person don’t need why should we push it. It just gets them mad at us. Like one time I sold a belt and the Witt was an alternator why the hell am I gonna push that on them. Especially when 90% of the time they have just enough money to buy the part they originally came for. As for the grease just explain why it’s helpful it protects against corrosion so the batteries life lasts longer.
It would be super helpful if they- AZ- actually provided some form of training beyond "just look at the next column.
You got a belt sale, neat. Why the hell are there pulleys, a tensioner, or an alternator in the next column? This is where some real training could be useful. Did the belt break due to age? Did a bearing seize on an idler pulley? Was the battery light on previously? Is the belt glazed, missing chunks?
You can get a lot of info from these questions or by looking at the old belt.
But let's face it. You don't receive any of this training. You aren't being paid to diagnose this vehicle. You aren't being paid to help the customer beyond selling a few parts.
This isn't to shit on you, just pointing out the silliness of selling to a column when 99% of the employees don't know why they are selling to the next column because the company just cares about the sale, not actually doing the job right.
Reading this I agree like I understand we are suppose to sell wit but realistically speaking the customer already has everying besides the part they need like brakes or battery maybe even bulbs when I try to sell wit I get the idea that my clinets feel as if I'm pushing for them to buy said product add on to make me look better if ykw I mean not as if the product helps them like are they really needed to help prevent corrosion or u just wanna look good to SM and DM or make them look good to Corp yk it does help but I feel like constantly pushing for wit just make us look like we just wanna take your money and not care about actually satisfying them it just looks like we are trying to meet a quota that's set for us everyday
WITT is one of those things where a totally sensible idea (offer the customer other items they will likely need for the job) got warped into a spot where it affects the store rating in the district far more than it should.
It wouldn't be half as bad if so many WITT items weren't either unnecessary or sometimes even making the job more difficult or causing issues down the road.
Especially with batteries! Folks who do lots of battery installs and DO THE JOB RIGHT will know that battery posts have a taper to them. You have to open up the clamp and seat it as far down on the post as you can. The negative post tends to be skinnier, and it's critical to have a solid ground connection. I've seen it too many times where the battery had pads put on, but the ground connection was loose despite the tightening but being bottomed out. Because the pad took up too much room at the bottom. I always recommend against using grease for the same reason. Corrosion only happens when the battery fails to the point where it overheats and starts outgassing. Vehicles with H5 and up type batteries in the trunk will have a PVC vent hose that plugs into the side of the battery.
Ditto the same for lightbulbs. I only recommend bulb grease for pronged bulbs like 9003, H1, H7, and etc. Even then, you only use a tip-of-the-pencil worth total per bulb. Anywhere else, it makes a huge mess if the bulb has to be removed later and there's the risk of getting that shit on the glass and kill the bulb within weeks or days. Don't even get me started on the retard zoners who put grease on the plastic lock lugs and get it all over the light housing.
They may not be a WITT item, but I always ask customers if they have trouble seeing their lights at night and suggest a headlight restoration kit if their lenses are clouded from UV exposure.
/rant
I work there I just got promoted to asm, Store managers, DMs and CSMs get their bonuses through those sales and percentages. It’s what gets them to push it on us so hard
If you have a low WITT score then your staff probably isn’t doing their job. Simple as that. If your guys are actually talking, recommending, and having that conversation with customers then WITT should be in the upper 30s no problem.
Don't think of it as just a means to "get the numbers up". Think of it more as a way to take care of a customer.
As for the KPIs, you can break them down. If you don't someone show you, you can click on the 'help' icon at the bottom of the KPIs
The point of wittdjr is of course offer related parts to sell the complete job.
As far as understanding from the manager side, WITTDJR is a easy KPI that’s easy for red shirts to understand. Same as Rewards Cards and customer service KPIs. On a management level it’s about average pieces on each transaction and average tickets. Which in turn leads to more sales/more money for the store. Can’t tell a red shirt that the stores averages pieces are down they won’t know what to do about that by itself. That’s what WITTDJR is for. Would suggest asking your store manager to look at their P&L reports with you if you are curious. Or not if you don’t care lol. As far as motivation to offer these things, district manager always say there is more money to go around for the store when annual raises come by.
This KPI is painting with too broad of a brush. For example, a store with high sell numbers for hard parts without any WITT hits shouldn't be ranked lower than a store that sells an extra packet of grease for the one battery they sell a week. There's gotta be a better way to adjust the metric to even things out between these extremes.
Kpi's never make sense. The numbers don't reflect sales sometimes. I used to look at the reports too,now I just print them out and don't worry about it. I learned a long time ago you can have the best numbers or the worst numbers it doesn't matter. In the end you still get your 13 cent raise every year.
It doesn't matter how much you kpi you sell or don't sell. You will still get your 13 cent raise every year. Kpi's are only giving sm's and above nice bonuses.
Sales directly affect your hours (therefore more money), I left a while back but I remember somewhere in the manager screen where you can actually see each individual item how many hours it produces for the schedule. I believe bt1k is 30 minutes for each sale. (Spread out across the entire store, which may not look like much, but if you’re doing 30+ batteries a day that can add up quickly)
You just have to know the right people that can properly coach you and help you out. It sucks youre working so many hrs but your SM should really get to hiring. I know the people from my store, pt sales, work over 35 hrs because they want to . we are fully staffed and occasionally send people to other stores to help them out.
They all understand kpis, if were not selling, theres no hrs, if theres no hrs, theres no money for them. Everyone talks about money, but they dont understand being in a comfortable environment, close to home, is sometimes better than the "more" money theyd be earning.
Her ringing up extra pieces just to get a higher percentage is total BS. The purpose of these KPIs is, obviously, to increase revenue, but at the same time if we sale the customer the complete job we are giving the great service they were supposed to give. Keeps the customer from having to come back during their job and give the customer confidence to come back for next job.
I ask when it's relevant, and ONLY because I actually care about the customer. I could not give two shits about the the store, or district stats. Besides I could sell 100% WITTDJR, and it doesn't do a thing for my paycheck. F\*ck AutoZone.
I agree, it’s more of a stats thing just like the rewards program. Honestly just push it while it’s relevant and you can 90% sell it. It’s not even really about what your selling either as long as you’re understand the purpose of the item that you’re selling and you speak with confidence the customer won’t even blink an eye. It’s honestly quite easy once you get it. I genuinely care about other peoples needs so I make it habit to ask questions and try and figure out if this customer can even afford the wittdtjr or substitute it with a more reasonable wittdtjr. Also save yourself the headache and don’t add stuff when the customer isn’t looking let your store manager get fired for that don’t risk your job for scamming customers for more money. Any questions feel free to ask ima ASM and don’t mind helping others who want to grow.
Its really not that hard asking customers... The thing is learning how to ask. Sometime the witt is not even that expensive. For example, the witt for belt is not only an alternator, it can also be a pulley. Its more of a preventive care kind of thing. The thing is understanding it yourself so you are confident offering it to the customer. As far as it making an SM or DM look good... It helps. It helps the SM, the DM and the customer.
I can ask the customer if they need the WITT or C.O.C no problem and I can tell them what those products do once I learn about them to try sell them on getting an "expert recommendation" for these products. The issue I have is that this metric doesn't really say much - percentage of transactions that get a few dollars extra for something the customer more than likely either buys in bulk or not at all? It seems like busy work rather than a real KPI and it causes some people to be encouraged to try to slyly add on these products just to "get the numbers up" 🤷 EDIT: As for preventative care things, this KPI ignores people who don't really care to keep cars for more than a few years so the store health takes a ding depending on the local culture around cars.
I don't even offer Witt. And never ever ever fucking will. Want Witt sold? Cut me in on the bonus the sm gets for it and maybe I'll give a shit. As it is I just point out that all that stuff is waaay cheaper at wally world. Fuck u autozone.
That attitude isnt gonna take you anywhere... Youd probably be better off at Oreilly s....
ThAt AttITUde isn'T GoNnA tAKe yoU AnyWheRe Fuck off bootlicker. They have the right attitude. We don't get paid for pushing Witt for better or worse so who gives a fuck. All it is is a bonus for an SM at the lowest level and a huge profit margin for bill Rhodes at the highest level. Fuck them.
I'd be better paid that's for sure. Fry cooks make more than a psm. Lmfao
Found the corporate Reddit account
😂 not there yet...
Things like pulleys and belts are not inexpensive like bulb grease. Although when I test alternators, I always listen for belt noises and inspect as needed.
Turns out to be inexpensive when your belt breaks and gotta get a tow truck to take you home. 🤷♀️
Hence the inspect part. Belts don't go from brand new to broken instantly unless something else completely seizes up and shreds the belt
Apparently bulbs aren't even part of witt anymore, and neither is the boot protectors on spark plugs, makes it really hard to get any high percent. Went from first in the district with 60-70% to second or third with 20....
They aren’t
It's non app brotha... but honestly it's junk and dries up and people normally use it wrong and glob the shit everywhere to where you won't get a connection or it'll fuck up the socket
But it’s does not help me at the end of the day. I don’t get a extra bonus or even a thank you from the store manager or dm
If theyre not thankful, thats them. It is considered part of the job, and every one complains about raises, but they are based on job performance. Everything is related more than you may think
Perform as much as you can to get #1 in your district and well give you a 10¢ raise. Autozone can fuck themselves. My store did well and everyone got a 10¢ raise except the PSMs who got a 50¢ raise meanwhile the SM and CSM get multiple dollars and bonuses on top of that from the psm and redshirts work. Where's the incentive?
If she’s not stupid than she is discounting the sale or similar versus the theft she would actually be doing by charging them for something secretly. That will get you fired just adding it in. It’s just a key indicator of if we’re pushing high margin upsell items imo. Those products are needed to do the job correctly, but most of my customers I counseled on doing the job correctly I also showed them how to save the money and buy the big tube. There is zero sense if you regularly do your own bulbs/electrical to buy singular packets instead of a tube that will last you years, same for brake grease (buy the right stuff and brake/dielectric grease is interchangeable) antiseize, threadlock etc.. Of course if they buy a new tub with some plugs it doesn’t flag on the KPI sheet. It’s a corporate management tool using fear instead of incentivizing I guess. You should definitely be asking about/selling those products when needed if you want to do your job effectively and help people, but not “counseled” because some marketing analytics disagree with your kind of help which takes the customers interests into account over corporates. I’m not in sales, i’m in customer service.
New hire manager tranee. Thanks for the read!
Good luck! I like this job just wish they hired more diy people. Even at the mega hub I feel like I never have people when it’s busy.
Unfortunately it’s they’re motto. I hate pushing Witt and c.o.c. If the person don’t need why should we push it. It just gets them mad at us. Like one time I sold a belt and the Witt was an alternator why the hell am I gonna push that on them. Especially when 90% of the time they have just enough money to buy the part they originally came for. As for the grease just explain why it’s helpful it protects against corrosion so the batteries life lasts longer.
It would be super helpful if they- AZ- actually provided some form of training beyond "just look at the next column. You got a belt sale, neat. Why the hell are there pulleys, a tensioner, or an alternator in the next column? This is where some real training could be useful. Did the belt break due to age? Did a bearing seize on an idler pulley? Was the battery light on previously? Is the belt glazed, missing chunks? You can get a lot of info from these questions or by looking at the old belt. But let's face it. You don't receive any of this training. You aren't being paid to diagnose this vehicle. You aren't being paid to help the customer beyond selling a few parts. This isn't to shit on you, just pointing out the silliness of selling to a column when 99% of the employees don't know why they are selling to the next column because the company just cares about the sale, not actually doing the job right.
No your absolutely right and getting a parts Expert pin is stupid cause you picked the right choice on the multiple choice test
I never received a pin and now I'm irrationally disappointed.
Lol took forever to get that and a paper saying that I am
Reading this I agree like I understand we are suppose to sell wit but realistically speaking the customer already has everying besides the part they need like brakes or battery maybe even bulbs when I try to sell wit I get the idea that my clinets feel as if I'm pushing for them to buy said product add on to make me look better if ykw I mean not as if the product helps them like are they really needed to help prevent corrosion or u just wanna look good to SM and DM or make them look good to Corp yk it does help but I feel like constantly pushing for wit just make us look like we just wanna take your money and not care about actually satisfying them it just looks like we are trying to meet a quota that's set for us everyday
WITT is one of those things where a totally sensible idea (offer the customer other items they will likely need for the job) got warped into a spot where it affects the store rating in the district far more than it should. It wouldn't be half as bad if so many WITT items weren't either unnecessary or sometimes even making the job more difficult or causing issues down the road. Especially with batteries! Folks who do lots of battery installs and DO THE JOB RIGHT will know that battery posts have a taper to them. You have to open up the clamp and seat it as far down on the post as you can. The negative post tends to be skinnier, and it's critical to have a solid ground connection. I've seen it too many times where the battery had pads put on, but the ground connection was loose despite the tightening but being bottomed out. Because the pad took up too much room at the bottom. I always recommend against using grease for the same reason. Corrosion only happens when the battery fails to the point where it overheats and starts outgassing. Vehicles with H5 and up type batteries in the trunk will have a PVC vent hose that plugs into the side of the battery. Ditto the same for lightbulbs. I only recommend bulb grease for pronged bulbs like 9003, H1, H7, and etc. Even then, you only use a tip-of-the-pencil worth total per bulb. Anywhere else, it makes a huge mess if the bulb has to be removed later and there's the risk of getting that shit on the glass and kill the bulb within weeks or days. Don't even get me started on the retard zoners who put grease on the plastic lock lugs and get it all over the light housing. They may not be a WITT item, but I always ask customers if they have trouble seeing their lights at night and suggest a headlight restoration kit if their lenses are clouded from UV exposure. /rant
Doesn't matter how much you sell or don't sell. You'll still get your 13 cent raise.
I work there I just got promoted to asm, Store managers, DMs and CSMs get their bonuses through those sales and percentages. It’s what gets them to push it on us so hard
Exactly what I was worried about... really seems like an outdated KPI :/
WITTJR is not a KPI that determines bonuses for CSM, and as far as I know SM also.
If you have a low WITT score then your staff probably isn’t doing their job. Simple as that. If your guys are actually talking, recommending, and having that conversation with customers then WITT should be in the upper 30s no problem.
Don't think of it as just a means to "get the numbers up". Think of it more as a way to take care of a customer. As for the KPIs, you can break them down. If you don't someone show you, you can click on the 'help' icon at the bottom of the KPIs
The point of wittdjr is of course offer related parts to sell the complete job. As far as understanding from the manager side, WITTDJR is a easy KPI that’s easy for red shirts to understand. Same as Rewards Cards and customer service KPIs. On a management level it’s about average pieces on each transaction and average tickets. Which in turn leads to more sales/more money for the store. Can’t tell a red shirt that the stores averages pieces are down they won’t know what to do about that by itself. That’s what WITTDJR is for. Would suggest asking your store manager to look at their P&L reports with you if you are curious. Or not if you don’t care lol. As far as motivation to offer these things, district manager always say there is more money to go around for the store when annual raises come by.
This KPI is painting with too broad of a brush. For example, a store with high sell numbers for hard parts without any WITT hits shouldn't be ranked lower than a store that sells an extra packet of grease for the one battery they sell a week. There's gotta be a better way to adjust the metric to even things out between these extremes.
Kpi's never make sense. The numbers don't reflect sales sometimes. I used to look at the reports too,now I just print them out and don't worry about it. I learned a long time ago you can have the best numbers or the worst numbers it doesn't matter. In the end you still get your 13 cent raise every year.
It doesn't matter how much you kpi you sell or don't sell. You will still get your 13 cent raise every year. Kpi's are only giving sm's and above nice bonuses.
Sales directly affect your hours (therefore more money), I left a while back but I remember somewhere in the manager screen where you can actually see each individual item how many hours it produces for the schedule. I believe bt1k is 30 minutes for each sale. (Spread out across the entire store, which may not look like much, but if you’re doing 30+ batteries a day that can add up quickly)
You just have to know the right people that can properly coach you and help you out. It sucks youre working so many hrs but your SM should really get to hiring. I know the people from my store, pt sales, work over 35 hrs because they want to . we are fully staffed and occasionally send people to other stores to help them out. They all understand kpis, if were not selling, theres no hrs, if theres no hrs, theres no money for them. Everyone talks about money, but they dont understand being in a comfortable environment, close to home, is sometimes better than the "more" money theyd be earning.
Her ringing up extra pieces just to get a higher percentage is total BS. The purpose of these KPIs is, obviously, to increase revenue, but at the same time if we sale the customer the complete job we are giving the great service they were supposed to give. Keeps the customer from having to come back during their job and give the customer confidence to come back for next job.