Customer Service vs. Customer Experience – What’s the difference?

Feedback is a gift

THIS TITLE is not an oxymoron. I’m writing this article for two critical reasons: First, feedback is required for us to improve performance. Second, most supervisors cringe at the thought of providing performance feedback to employees. And it gets worse. I’ve talked...

The Family Business – Fun or dysFUNctional?

Looking back on 2017, I found it was an interesting consulting year. Family issues sabotaging effective business practices came at me from many directions. Let me share with you many of the family issues I observed. Parents who struggle making business decisions...

Know when to fold ’em

“I just don’t know what to do.” This is a common comment from the calls we are receiving. These calls come from department managers, salespeople, branch managers, dealer principals – every position in the store. The underlying message – they are just lost on what to...

We make our culture and our culture makes us

Imagine learning about your dealership’s culture from a Koi, a red-gold carp. The ultimate size (and sometimes colors) of a Koi is determined by the environment in which it resides. What does that phenomena tell you about the effect of your dealership’s culture? Let’s...
Commission Plans to Drive Retail Sales

Commission Plans to Drive Retail Sales

For every 100 dealerships, there are 200 commission structures. We work with dealerships that have a different compensation structure for each salesperson. If it works, don’t fix it. But is your compensation plan generating the results you desire or just the results...

Why do we make customer service so difficult?

WRITER’S NOTE: I began drafting this article while staying at a hotel on Super Bowl Sunday. While that was a few months ago, I thought I’d share some events leading up to the game that are as relevant today as they were back in February. Wanting to watch the game, I...

I’m a department manager – What is expected of me?

HAVE YOU EVER promoted your most skilled parts person to manager only to find out the employee lacked management abilities? Of all the questions whispered in my ears, the most common is: “I am now a manager. What is expected of me?” Along with the parts counter...
Copyright © 2024