This week's call in question comes from a service manager who wants to figure out how to increase productivity and professionalism among his technicians and advisors. There's no miracle pill. It starts with you as the manager: you set the example. You have to ask yourself what you're willing to accept, and where you want to draw the line in the sand as far as behavior goes. And you want to have a payment plan in place that rewards exemplary performance. When it comes to productivity, you need to have a really dialed in, regimented system in place. Figure out how frequently your advisors should be writing RO's and the optimal workflow in the drive.