One of our dealers asked me this question: As an owner and GM; what's the one thing we can do to increase leads, retain customers, grow profits, attract & keep great people and ensure my company's longevity?

My answer to him was Put your employees first and your customers second.

In 2010 I attend a seminar featuring Tom Peters "In Search Of Excellence" he discussed this very topic. Business leaders, gurus and the like are all focusing on delivering the "WOW" service, Raving Fans, The Experience. Peter's wanted to know how do the great companies do it - What's their secret?

This is what he discovered:

"If you want staff to give great service, give great service to your employees to staff."

Customers describing their service experience as “superior”: 8%

Companies describing the service experience they provide as  “superior”: 80%

“Be the best. It’s the only market that’s not crowded.”

From: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin

You have to treat your employees like customers.”

Herb Kelleher, upon being asked his “secret to success”

Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done) ; across the way in Dallas, American Airlines’ pilots were picketing AA’s Annual Meeting)

139,380 former - Patients from 225 hospitals:
NONE of  THE top 15 factors determining  Patient  Satisfaction  referred to patient’s health outcome.
Instead: directly related to Staff Interaction; directly correlated with Employee Satisfaction 
“ Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

7 Steps to Sustaining Success

You take care of your people.

The people take care of the service.

      The service takes care of the customer.

   The customer takes care of the profit.

         The profit takes care of the re-investment.

                  The re-investment takes care of the re-invention.

      The re-invention takes care of the future.

If you want to WOW your customers then YOU must first WOW those who WOW the customers!

In the Army, 3-star generals worry about training. In most businesses, it's a “ho hum” mid-level staff function. If the regimental commander lost most of his 2nd lieutenants and 1st lieutenants and captains and majors, it would be a tragedy.  If he lost his sergeants it would be a catastrophe. The Army and the Navy are fully aware that success on the battlefield is dependent to an extraordinary degree on its Sergeants and Chief Petty Officers. Does industry have the same awareness?

“People leave managers not companies.”—Dave Wheeler

“Employees who don't feel significant rarely make significant contributions.” —Mark Sanborn

“People want to be part  of something larger than themselves. They want  to be part of something they’re really proud of, that they’ll fight for, sacrifice for , trust.”   —Howard Schultz, Starbucks

"Memories That Matter Most"

The people you developed who went on to stellar accomplishments inside or outside the company.

The people of all stripes who 2/5/10/20 years later say “You made a difference in my life,”    “Your belief in me changed everything.”

Create the sort of workplaces you’d like your kids to inhabit.

(Explicitly conscious of this “Would I want my kids to work here?” litmus test.)

Charlie Sullivan

THE AUTO AGENCY