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Posts with expectation tag.
The Gift That Keeps On Giving (That You Don’t Want To Give Customers)

It was years ago, and repressed on and off over the years, that I received what would have easily been the biggest gift received in my young life. The box was huge, maybe up to my neck if I can remember correctly. It was wrapped. That was the fun part, or maybe the following minute or three.

After opening the box, another smaller box was revealed. Followed by a smaller next box. And another. And another. And another. My grandfather, who had given me the gift, was starting to really enjoy himself about two or three feet away from me in his favorite rocking chair. The box reduction play went on until it was almost unbelievable that they could get any smaller.

At some point, a handful of minutes later, I achieved present status and my only memory,(to this day) is the exercise that took place. No, the present does not exist in my memory. What is there is the half-hysterical feelings that existed.

So, as it's time for a question, what is it that you take your customers through and what do you give them? What is their level of expectation when you have them start their box-opening process? Do you get to the present (car, reward, incentive, warranty, etc.) quickly, or do you make it more about the entertainment (throwing keys on the roof, driving their trade for appraisal to lunch and back while they're waiting, etc.) prior to the painfully long process?

Regardless of how time-deprived "we all are" today, there are unbreakable rules in retail today, especially when driven by online/eCommerce. Yes your customers, like I did years ago, have expectations. While my grandfather's only intention was to get his laugh on for the day PRIOR to my getting the gift, do everything you can to ensure that you don't end up with only a laugh and your customer walking (or running) out of the store to the next one.

Too many businesses today still make the same fundamental mistakes in making customers happy because (1) that's the way you have always done things, (2) you're not willing to change, (3) you're not truly connected with your customers or (4) because customers "don't expect it". You can never ask enough questions, properly validate enough and set/work with expectations well enough.

Tomorrow is first day of the rest of your "I'm in retail loving, customer service-oriented" life so what are you doing? Do you have your stack of boxes and scotch tape ready or are you heading an in-the-game organization toward the happy, engaged customer base?

p.s. (anyone know a good shrink?)

 

Best Practices: Professional Insight, Powerful Results

 

When You Hit The Wall…Again. And Again.

From time to time, even with the best plans, strategy, resources and more, it becomes painfully clear that you're not going to make it. Unfortunately, some people experience this state of being for far too long. In automotive retail, there are even those that are paralyzed by it for, well, eons. In sports if you have two false starts you're gone. Why does 1,479 false starts constitute holding on to a process or salesperson at a dealership?

One of the many benefits of calling on dealers all over the country is the face time with some great people. Hearing many clearly defined business and action plans is inspiring and creates hope that things continue to look up. Having dealerships that used to track leads in archaic software, or even Excel, switching to advanced CRMs is inspiring. Chopping off the top salespeople or totally turning your sales department upside down and starting over? Now that can make even the greatest skeptic smile!

There is no question that times are changing for our retailers. About five years late. Some of the areas of greatest discussion recently (not counting social media) are how we keep the best and brightest, or attract them, and compensate them, how to incorporate tools that should help us but ultimately cost too much or don't do what they are supposed to, how to cut costs and how to stop giving up gross.

We don't claim to have the answers but have some thoughts to mitigate the typical course of (1) I can't change things so I won't even try, (2) I don't know where/how to start, (3) I tried before and failed, or (4) fill in the excuse you use: take risks in small doses in the right direction, ask for help because there is a lot of good, free advice (especially in the online automotive forums), start creating more buy-in with top management before you try to 'sell it' and simply convince yourself that the goals you envision are worth achieving!

Many times turning heads and making waves is actually less of a risk that doing the same things over and over and expecting a different result. We've all seen or known people who were burned out that we had pegged as being a superstar.

For most of us, the greatest help we can receive in avoiding 'hitting the wall' is common sense, some outside counsel and a firm dedication to what we know will work. Remember, we're here to (clap) pump…you up!

Best Practices: Professional Insight, Powerful Results

What Did Thanksgiving Do For You?

If you're in sales, chances are you needed the Thanksgiving day break.  Badly. If things are good or not-so-good, the day off allows you at least to decompress.  If you're in automotive, many would say that the break is more than deserved.  You should return with two things: the day off and something new.

Too often we take the greatest chance to improve and dismiss it with a focus on the short-term gain.  Will you return simply energized or with new, more aggressive goals and a dedication to really build your brand?  It's not only the things we're thankful for, it's also the things you plan on being thankful for.

If you sell, are you doing everything you can?  Using your CRM as a static database or a real tool?  Is the day after Thanksgiving the day that you start leveraging your website with live chat, video, widgets, blogs, calls-to-action to convert your traffic (campaigns, truly unique offers, integrated items, etc) and more.  Or maybe it's not time to do that.  Right?

Is it time to start customizing your newsletters and other email marketing instead of thinking that simply sending things out means you get results?  Maybe Friday is the day that you start holding vendors accountable.  Or when you start leveraging social media and online reputation management?  Yes, that means you'll have to start asking, connecting and setting expectations.

In order to expect different results, you must do different things and do them consistently.  If there's ever been a time to distinguish yourself, your brand, your dealership, your clients, your community and your industry, it's now.  The gloves are off.  The transparency is ever clear.  The opportunities are there.  The opportunities are yours.

Chances are most of your competition is going to be doing something when they come in Friday: the same thing.  What are you going to do?

Best Practices: Professional Insight, Powerful Results