Comment

Comment by Bobby Compton on October 17, 2012 at 1:20pm

Ian, this is a most excellent message. 

I love the motivation behind it!~

Keep it coming my friend.....

Comment by Pat Kirley on October 15, 2012 at 6:44pm

Hi Ian,
I agree it does happen, who to blame? The dealership or the salesperson? In all honesty both, as Mike states the dealership put Hugh pressure on salespeople and don't motivate, they tell them that they want profit, units, reports, CRM, housekeeping tasks. It's want want with little or no motivation. Tell the same story and explain if you do this for us, yes it will tahe two hours a day but here's what you can take home at month end. I have never been told you can earn X but I have been told we want want want. Luckily I am motivated and can see the money from the trees. I think this is why you told those stories and it's why the salespeople are pre judging customers as he could delay him from his tasks that won't pay the bills.

Comment by Mike Weymer on October 15, 2012 at 1:23pm

I had to chime in because the "beating a dead tree" statement made me laugh. Heres another thing Ive seen across the industry, management that is focused on numbers rather than employee satisfaction. Happy employees=happy customers. Sounds like those dealerships have an internal problem if their employees dont care to bother with the customers. Cant solely concentrate on numbers...employees like to be treated like humans, not as sales numbers or csi numbers, and not demoralized or negatively re-inforced with payplans that severely hurt an employee for a bad survey. And to managers, CSI "bonuses"...get real, its just something that you can hang over employees heads...theres no reward in it...It is just to shut up the higher ups who solely focus on numbers, and when they dont get their way, its more padding to their wallet, and less money the manufacturer has to pay the dealership.

 

This industry needs to move its focus to employee satisfaction and retention rather than CSI, because in the end, employee satisfaction and retention= customer satisfaction. This industry is one of the worst for turn over and employee dissatisfaction. If there was a bureau like the credit bureaus, but for Employee Satisfaction, that surveyed employees at random, and ranked each company, and penalized them for bad performance, such as increasing taxes for that company, every manufacturer and dealership owner would be scrambling to make sure they do not tick off any employees.

 

The Hendrick auto group does very well because Rick Hendrick acknowledges that Employee satisfaction trickles down to customer satisfaction.

Comment by Ian Nethercott on October 15, 2012 at 10:06am

Hello Dadre, 

Thanks for the feedback....

If you have any other thoughts call, email or text me anytime

604 240 7642 or inethercott@bdcexperts.com

Ian

Comment by Dadre Brummitt on October 15, 2012 at 10:02am

I agree!  We should also be greeting those customers on the website with Live Chat.  Just starting the conversation like you said can result in a sale!  Whether that be sales, service or parts.