Loyalty Is The Heartbeat Of Your Dealership

A few years ago I can recall a conversation that I had with a dealer whose dealership has been around since the 1920’s. He said you know what troubles me most Shawn? “Our customers just are not as loyal as they used to be back in the day, how can we make them loyal again? In this case the problem wasn’t with clients being un-loyal it was the dealership not having loyal employees because their turnover was so great which will always lead to un-loyal clients. This is a major issue within our industry and without corrective action will continue to be an issue and loyalty will be none existent all the way around.

Below are a few of the questions that I ask when I am interviewing a potential dealer whom would like for me to consult or train for them. Take a second to read these questions and answer them honestly. This is the first step to all around loyalty within your dealership.

• What is your turn-over like in your sales department?
• What are you doing to overcome sales staff turnover?
• How many sales staff members have been with you over five years?
• Do you have a solid training process in your store that involves roll play and one on one coaching?
• Are you doing exit interviews with exiting staff?
• What are the training solutions for your managers? Are they good coaches?
• Are you relying on virtual training as your only training solution?
• What sort of team building exercises do you do?
• Do you have employee appreciation events?
• Does the sales staff’s pay-plan match their performance? Do you reward your top contributors?

Not having loyal employees or customer base is a problem that is easily solved with the right solutions. I would immediately challenge you to put together a plan of action to increase employee loyalty which will gain you the momentum toward building a tremendous bank of loyal clients.

If you have any questions or would like to discuss me personally helping you with your dealership feel free to contact me directly at 419-706-5770 or email me at dealerslice@gmail.com.

Happy Selling!!