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Posts with 2009 tag.
Resolutions? Who Needs Resolutions? We’ve Got WORK To Do!

It's no coincidence that by using the term 'resolutions' as
temporary markers, we're able to miss our goals and targets. In an industry
that's usually more comfortable with what worked 10 years ago, why waste time
with "I wish"? Fact is, by resolving to do something it means that
you're going to do it.

If you're lacking resolve, find someone that can help you with it. This is not
a plea for you to run out and get a shrink, not at all. Rather being resolute
about how you manage your business, as a GM or a sales person or a porter, is entirely up
to how well you plan your work. And when you think about the work involved with
your entire online presence, business and infrastructure, it's not about being
the 'do it all person'. That method will lead to disaster.

2010 will be a dividing and defining year, but not by the forces
of government intervention, the factory guillotine, lack of the 'perfect' new model or even that location you've been eyeing for years. It will be a year of the haves and have nots: either your 3 P's (plan, people and partners) will provide you with the better option or not. Here is the best starting point that we can recommend rather than spitting out another list of vendors, processes or simple recommendations that can be easily duplicated next door:

1. Where are you? Why are you there? Think about this in terms of where your greatest opportunities are for growth. Some things are completely transparent, like Google rank results, conversion rates and revenue per PO (just as examples) and some are not, like sourcing, third-party expenses and advertising in untracked media.

2. Who's with you and who's not? If you've not weeded out your staff in a while, you're lying to yourself. There is some huge talent out there that can not only move the needle forward, they can likely add some sorely needed spark and sizzle to the rest of the people that claim to love coming to work. 'Stick In The Mud' and 'On The Bubble' are not a fun games to play for two years in a row…

3. What changed that you ignored or missed? Usually a massive change in results comes from more than the other franchise having a stellar month while you tanked. If something big shifted, start with asking your customers, your prospects and those that opted to go somewhere else. The insight will do more for you that pulling the wool over your eyes. This is not a 'social media play', this is a 'get yourself dirty play'.

4. Do you have buy in? Another thing to consider is who's behind you. If it's not a majority or all of your staff voting on how things get done, it's time to be open. Not humor, Not simply listen. It's do or die time and if people don't think you care about them , they won't care about you. (hey, customers think the same way. wow!) The 1976 way of handling sales and staff meetings should be 86'd.

We could go with 'finely tuned engine' or something cheesy like 'firing on all cylinders' but you have to do the things that will really impact your business. Aside from that you MUST fire vendors that don't do their job and stop excusing poor performance.

Today a dealer talked about taking the bold step of letting a vendor go that was so far from doing their job. At a rediculously low price. For something the store didn't really think about. Tomorrow, they're going to take it in-house, spend more money, get the job done right and will likely see the results from their efforts…two to three months from now. What are you doing that, if you'd take five minnutes to think about it, doesn't make sense.

If you can't find anything that's broken, here's another recommendation: Walk into a non-automotive business and whatever you notice that absolutely bothers the $#&^ out of you, ask your employees to stop doing it and take suggestions from them to improve. Why? Because there's a 95% chance that your business is doing the same thing.

2010 is full of promise. There will be those dealerships that hit the ball out of the park. There will be those that barely get on base consistently. There will be those that can't even get the batting helmet on. There will be those that aren't even in the game.

Your chance is to own the whole frickin game…

Best Practices: Professional Insight, Powerful Results

December 31, 2009 by Gary May 0
The First Half Is Done…Are You On Track Or Betting On The Second?

It is always a reality check (especially in sales) to review the mid-year numbers against goals. Even the most sophisticated of salespeople take the opportunity to evaluate, adjust, reassess, communicate and plan. Many others blame, accuse, defend, deflect and compromise, but rarely do what it takes: listen and learn. It's also the time of the year when middle-management does the infamous 'dance' (you know what I mean if you are in middle-management or deal with them).

Consistency is the key, learning is the foundation, staying up to date and applying methods are the tools, guidance is the framework (read: not management), teamwork is the conduit, commitment is the path and success is the goal. For those that truly stayed on the road to their goals, using everything just mentioned, the first half was likely less of a mystery than for everyone else. Maybe you even are ahead of the game!

Success never comes overnight, rarely is seen in the company of also-rans, doesn't hide from the real work and tends to stay around a great circle of influence (read: not the water cooler). If the first half of 2009 wasn't good for you, it's time to see the opportunities that exist for change, improvement, growth and dedication. All of us fail, which is a huge part of success. But if you continue to fail perpetually, it is time for more than self-talk and a spa day!

The second half of your year is in your control, up to you and completely dependent on what you believe will happen…plus a whole lot of action on your part! One of the benefits I continue to enjoy is the input from some of the best minds that anyone would want around them. People that all believe the second half is their half and are willing to do what it takes to make that happen.

Having missed my 'numbers' in the past, having been on 'losing' teams, having decided not to give it that little 'extra' effort and knowing from personal experience both how far and how close I've been to having that great half, it would be in your best interest to do whatever it takes to be part of the group of people that finish 2009 with a smile on their face.

So are you on track? Are you on the right track? If you just had to look down, find someone that will help you to win. If you're headed to your goals and dreams with nothing stopping you, that applause you hear is for you…rip up the second half!

Best practices: Professional Insight, Powerful Results

July 5, 2009 by Gary May 0
Res Firma Mitescere Nescit…And How To Keep It Up

If you've seen the movie, you know the line. It's not earth shattering, but it was more than a decent movie. American Flyers came out in post-LA Olympic 1985 and starred Kevin Costner (very pre-Waterworld), David Grant (as his younger brother), Jennifer Grey (Dirty Dancing), Rae Dawn Chong (yes, Tommy Chong's daughter), Alexandra Paul (Baywatch), John Amos, Robert Townsend (plenty of star power there) and an otherwise strong cast.

When the brothers walk into the sports institute, the character played by John Amos (who heads the facility) reads the slogan hanging up above the various people working out "Res Firma Mitascre Nescit". David asks him what it means and he loudly proclaims "Once you've got it up…keep it up!" and then proceeds to yell at the contingent of sweating people "Right?!!" to which they all reply "Right!!".

While the movie has nothing to do with car sales, it has everything do to with perspective, attitude and belief. In regularly spending time with dealers, it amazes me how many salespeople don't keep a sharp mind and eye, let alone know the fundamentals of process and success. Sometimes I'll randomly select a salesperson and ask about their goal setting. Invariably we'll sit down and the first real question they're typically asked is "how much do you want to make?". Once they (sheepishly) reply, the very next question is "how many sales does that take you and how many leads to you usually need to work to get there?". You can guess the answer 99% of the time.

Successful people always find a way to keep it up. Sure, down times happen and you might even catch a leader in a true slump. I've been in weekly sales meetings where the store is down and the top unit (and usually gross) performer is upset with their sales performance even though they are still in the lead. Like clockwork, a person with significantly less to talk about will pipe up, usually with "I'll take those sales any day".

See, the thing is that goal setters hold themselves more responsible than any sales or general manager ever will. They have an idea of what they need to do in February come January 28. They don't need to be pushed into reality on February 21 when they're on the bubble at 3-5 units. Most of them will also have daily goals and tasks that they make sure are complete before they leave as well as writing down the next day's activities.

If you're in a sales tailspin or simply finish 2 or 3 units down from where you want regularly, there are a few things that you can do that will likely get you, well…up!

  1. Work your leads as if they'll close within 72 hours (create action and excitement)
  2. Regularly and effectively touch base with your clients (yes, on top of the 'stuff' the store sends)
  3. Set, adjust and maintain daily, weekly and monthly goals (copy management for accountability)
  4. Track everything you do. It's a pain…do it (don't resort to memory, even if you're 25)
  5. Educate and refresh yourself on products and services (do your own walkarounds if you need)
  6. Eliminate habits and poor performance activities, period (listen to motivational CDs or read)

A few of my contacts have even gone as far as paying for software and/or services out of their own pocket since the dealership won't pay for them, but they know that having them is one of their keys to success. Not letting anything stop you from reaching your goals is what successful people do every day!

Remember that when you're not learning, you're dying. Don't let your thunder be stolen by circumstance, a boss, a coworker, a client or the media. Make sure you can easily identify what you expect to happen every month and take the steps to ensure you're on the cause side of the equation. Oh, and once you've got it up…KEEP IT UP!

Best practices: Professional Insight, Powerful Results

January 6, 2009 by Gary May 0
The Step You Cut Out In 2009…Might Be You

Fact is, more often than not, when you cut corners in sales the one that is affected most is you.  It is also a fact of business life that we're replaceable, as I've experienced myself. Why is it then that most people don't typically go the extra mile, especially when it is so needed?

This is not to say that there are not plenty of go-getters out there. Today it is critically important to think about making the most of every opportunity, especially with fewer prospects and less marketing dollars. Here is a list of common mistakes when it comes to achieving sales success in a down market:

1. Customer assumptions (examples: won't qualify, didn't want the aftermarket wheels, etc)
2. Market assumptions (examples: should call prospects less, nobody will buy when stocks are down, etc)
3. Other assumptions (examples: every lead will be for the unit we don't have, every customer is a jack, etc)

Taking out critical steps and not following sounds processes is what leads to failure. It's not the lead, not the market, not the model and not the customer. Successful sales people always do more than it takes and live by process. Take the time to build for your success by taking every step necessary. Some ideas you may want to consider for a successful 2009:

1. Create a set of tasks that you achieve every day and make them habit
    Set 1: start of day list (nothing else gets done before this does)
    Set 2: process on every sale with a required sign off or completion checklist
    Set 3: accountability checks throughout the day (follow ups, contacts, management)
    Set 4: end of day list (prepare for the next sales day before you leave and have tasks written down)
2. State, write down and maintain goals
    A. Make them visible and be accountable to them daily, weekly and monthly
    B. Track so you're not surprised
    C. Have others challenge you and check on you (do this with those who are more successful)
3. Learn, learn, learn
    A. Pick up something new as often as possible, even daily (task, idea, expert advice, etc)
    B. Apply sound principals
    C. Check for success, if it's not working…drop it

If you can do at least the above items and don't cut out any steps, you'll not only likely be successful but chances are you'll have saved your own job. In working with dealers last year, at least one sales person at every client didn't know how to work their compensation backwards. In other words, they had no idea how to make the $5,000, $7,500, $10,000 a month they said they wanted to based on more than a simple desire and some idea of units. To top it off, they usually had very little to none of the steps above to guide them.

If you're ready to reinvest in yourself as well as reinvent yourself, the time is now, the reason is you, the purpose is to do what needs to be done and the end game is success.  If you don't want to be in sales, clearly don't want to work Internet
leads and have no desire to do anything but 'wait', you're definitely looking at one clear outcome.

Little steps lead to bigger ones. You learned that as a child and then lost it in the hustle-and-bustle of our world. Remember that walking is controlled falling, that's all. You can fall without failing. Do what it takes to do what you do better. Make 2009 a great year of successes…starting now. Go out there and be great!

Best practices: Professional Insight, Powerful Results

January 2, 2009 by Gary May 0
Live By Process or Die By Process: A Message To Management

Dealers/General Managers and General Sales Managers, this is where the accountability starts: You and Process. I've not yet entered a store where the Internet business excelled despite management (ok, for more than one month). Heading into 2009, you must understand all of the fundamentals, be able to speak to the critical points with ease, know your vendors along with holding them accountable and stay up on what's happening in your store as well as outside.

The opportunity to hide behind anything that keeps you from being engaged with your online identity, understanding what your (Internet) sales staff is doing, knowing how your leads are being handled and taking part in how you message all of your customers has to end. In order to lead, be able to influence your staff and hold meaningful conversations with your sales team you must:

    1. Embrace the web and your presence (likely for the same reasons you use the Internet)
    2. Immerse yourself in learning, reading and understanding technology and the tools
    3. Have complete transparency (logs, reports, analytics, vendor updates/meetings)
    4. Validate the use and effectiveness of the web in everything you do

Stores are managed top down, period. People have faith when their leadership does the things that matter, support and recognize them.  A few questions to ask yourselves:

   Do I:
    1. have a clearly understood web plan, marketing platform and the appropriate staff?
    2. read magazines, e-newsletters and industry information that informs and validates the efforts?
    3. take time to sit down with staff that handles my Internet business?
    4. clearly define goals that make sense and hold people accountable?
    5. support online efforts by staying in touch with both my staff and customers?
    6. know at all times what my online brand, messages and staff are doing to promote completely?

It is not enough to put up a website, buy leads, plug in a CRM and wait for customer to run in. Think like a customer, act like a customer, ask like a customer, shop yourself like a customer and task your staff like a customer. Then you must make sure that you have a viable process and support it. Not half way. Not three quarters of the way. All the way.

Failure is not an option when you understand, plan and execute. Process is a great thing that breeds results. Process also shows areas of failure, possible improvement and validates all of your efforts. Remember, you can have the latest and greatest of everything but it won't matter if you can't back it up.

Make it your goal to set all of these things in motion now so your 2009 is something to talk about. More customers will enter your store online now than will ever physically walk into your dealership. Make sure you are 100% confident that those people will see and experience exactly what you want them to. Then do it over and over again…oh, and change your website a bit regularly just in case they actually spend some time on it…

Best practices: Professional Insight, Powerful Results

December 17, 2008 by Gary May 0