In the world of customer experience, retention and loyalty, a lot of focus is placed on customer satisfaction. The general thought process is that the better the customer experience on a consistent basis, the more likely a customer is to continue to do business and remain loyal.

However, according to…

I started into the car business 6 weeks ago and I have had a lot of exciting and not so exciting things happen! I hope to explain the highlights of what I have learned and some of my accomplishments. 

1. There are a lot of amazing opportunities every single day to make something great happen. Everyday I wake up not knowing what I am going to make at the end of it all. I wake up knowing that I control my destiny, that I control my attitude, that I control the game. I have never been so…

Collaboration not confrontation

The day starts with an offer that’s hundreds below cost with a trade in that’s thousands away from its actual cash value.  The salesperson spent hours from the initial greeting to the vehicle selection process only to have their bubble busted by a ridiculous offer. Of course, the offer is substantiated by the dealer down the…

Sometimes it is not the skills of your people that cause your store’s numbers to flatline.  Sometimes your BDC is fledgling, not because their phone scripts are poor or that the technology is weak, but for the fact that they just don’t see the full impact  their role plays in the organization.

When I train a dealership on-site, the first thing I do is impress upon their BDC and Internet Managers that their daily duties are greater than the tasks built out for them in the…

If someone takes five customers in a day and doesn't close a deal, what happens?

When a salesperson, makes 15 calls in a day and doesn't make an appointment, what happens?

When a salesperson, is putting in extra effort, working his day off, and has an 8 car month, what happens?

Remember, enthusiasm comes from within someone’s true feelings for life. Effort, and…