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What Have You Done For You Lately? (Ooh ooh ooh yeah…)

You're back but your bags (and head) may still be packed from your Las Vegas departure. The whirlwind of powerpoints, data, applications, widgets, speakers, vendors and pitches that opened October 12 with Digital Dealer and ran through DrivingSales Executive Summit at Encore, came to a close mid-day last Friday with the departure of over 1,000 from JD Power's Annual OEM and Ad Agency shindig called Internet Roundtable at Red Rock Resort (where more upfront talks than Internet dealings happen, but let's digress).

So your notebook, FlipCam, voice recorder and brain are packed with thoughts, visions, ideas and goals around everything you heard. But the "back to normal" is so gratifying that you may have not done a cotton-picking-thing since switching off the neon and turning on the flourecents. And besides, it was kind of touching to see that 88-day old unit turn 100 now that you're back (ooops!).

So if you're stuck with not knowing where to start, you didn't leave with goals. If you've got three or four places you want to start at, you may not know what your greatest weaknesses or opportunities are. And if you didn't gather enough information on how to get started and the first steps to take from that high-ranking speaker, call them for a freebie. And you may just want to "x" off that session or conference next year because the value didn't get delivered.

So, what have you done for you lately? (Sorry Janet, it's not about you). It's time to crank that Internet machine thing to the next level, right?! Do yourself a favor and start looking everywhere else but automotive and get your bearings. Why? Because there are Facebook pages selling more Snuggies than your website sells in service. There are blogs feeding more contacts to start-up S-E-O, K-E-Y, M-O-U-S-E companies than you get leads from $199-a-month leases. And we have ourselves (and many vendors) to blame.

Start Thursday with a goal to add one task from your volume of Notes 'de Las Vegas and start it. Not Friday, not next week. October 28. Haven't secured your Google Places/Maps location? Do that or learn about it. Haven't secured your Foursquare venue? Have 60 domains you registered a bunch of years ago and one is perfect for a blog? Start it and who cares what it says as long as it says something about what your store is passionate about regarding your customers and the products you sell. But what have you done for you lately?

"Good thing I cook or else we'd starve to death…" How appropriate is that today? Automotive retailers must thank their customers for coming in year after year and driving off in new and pre-owned cars with little more than a smile. It was about the badge, the new product, the incentives and the advertisements. Now it's about you. Matter of fact it always was but the industry lucked out for more than a decade. So what have you done for you lately?

Yes there's half-cooked information all over. Yes, there's "experts" who haven fallen into something that, for obvious reasons, they can't quite explain in an hour on stage. Yes, there's going to be more consolidation in the indsutry which means your ____________ company may become part of another company you're not doing (or don't want to do) business with. But what have you done for you lately?

There are many really good, and some extremely good, tools and providers out there to settle for what someone in your Twenty Group has or what your read in an ad or study. Last week it was amazing to watch the Innovation Cup at the DrivingSales Executive Summit. The "let's never settle for me-too" juices were really flowing there. Put easily, if something can't be verified by a neurtal third party, don't necessarily run away, rather gain more information before making a decision. Chances are you're right that it wasn't a good choice in the first place.

Today you have to be prepared to do something for yourself and stick with it. Even though it's so easy to quit and go back to what you knew. It's also more costly than ever. If you invested the time and money to be around that much addictive behavior for a week or two in Las Vegas, everything you brought back deserves to come to life in your store. That is if you can find your notes among the free schwag of flying monkeys, free model cars, light-up bounding balls, mints, pens, flash drives, logo hats, t-shirts, notepads, shopping bags and fliers for products that are pay-for-it-now-cuase-it's-almost-to-market-so-you-can-be-first (wink, wink).

So what have you done for you lately? Come on, we've got to …….uh, wait….come on…..wait for it…..wait for it……you know you want it…..SELL MORE CARS!

Best Practices: Professional Insight, Powerful Results

October 28, 2010 by Gary May 0
Vendoritis Or Dealeritis: Part Deux

After the recent seminars and events in the Los Angeles area it seems more clear than ever: dealers want to do more, are mostly eager to address new opportunities (or old ones sold as new), are baffled by new technology including social media, are looking at the factories for direction and don't seem to have the right questions to ask the not-so-prepared, over-eager vendors.

In a number of panels that spanned these events, the tough questions either weren't asked or answered. This is not a knock on either the speakers or the crowds, most very qualified to talk about new media and marketing. It's just a fact. One panel on social media had some great experts. On data. Not one person doing it for an OEM or a dealer (or, judged from afar, likely even doing it themselves daily). Another panel had some great participants from very disparate areas of automotive talking about some specific activities they're doing. Truly great examples, results and actions were shared. The missing component was how the average dealer, yes including those in attendance, can implement a plan.

What is happening, as our world moves forward at a speed more reminiscent of the amazing La Mans cars running around Circuit De La Sarthe as this is being written, might be another dose of "ignorance is bliss". And that doesn't help anyone. Dealers asking their factories and reps for help (as was overheard quite frequently lately) are getting shrugged shoulders, "we're working on that right now" or "hire the right company or employee to handle that" responses. In other words, dealers are on their own.

So the dealers' sources for information are limited to their 20 group, industry events and magazines, word of mouth and the old fashion pitch by the vendor. Most dealership decision makers aren't reading the blogs and forums because if they were, they'd be asking questions and participating (yes, we regularly scan for them). So, as with the first "Vendoritis Or Dealeritis" post a while back, the question needs to asked again: how do dealers move forward?

Our industry is always in flux. Lately there has been a more interesting bend, however. Dealers and vendors, for example, fixated solely on SEO for the past year plus are now looking at poor conversion stats to fix.There will be the same issues with social media in a year: those that chose to hire crap automation and get to 5,000 Facebook fans and 10,000 Twitter followers will discover that it's not done anything for brand or business building since over 1/2 of their social media throng is over 500 miles away if not in another country.

When you take your eyes off the ball, you can't catch it. You likely won't even see it. Many today say "bullshit, I can do it all". Well, good luck to you. The best of the Fortune 100 acknowledge that they can't. Maybe automotive retailers can do it all: sell the cars they need to monthly and still talk up a great story online. Just like the vendors that do a mediocre job for you somewhere else in your store and tell you that they can add something to their plate. Yeah, and there's a bridge in the desert that I need to show you…

Best Practices: Professional Insight, Powerful Results

June 12, 2010 by Gary May 1
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

April 4, 2010 by Gary May 0
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
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

November 26, 2009 by Gary May 0
On Your Mark, Get Set, Think, Plan, Then Go! And Then Review.

You hear it all the time: "this isn't rocket science", "a monkey can do this" and "you're kidding me, that's easier than chewing gum".  Yet process seems to be as rare as a walk-up customer these days when it comes to the Internet side of the business. Not necessarily the sales process, although there are still many that struggle with that, but the part that deals with planning, accountability, results and reviewing.

Based on the non-scientific data at the recent round of automotive industry events, many are surprised that the majority of leads from dealer (and OEM) websites still are not responded to well, timely, with engagement or even at all.  Most people from the consulting and coaching side of the business are not surprised.  While there is definitely more attention and dollars flowing toward the online part of retail, more opportunities are slipping away as software and solutions are expected to run the business.

CRMs, as great as some are today, websites, as well as they take visitors 'through the process',even social media, as poorly as most dealerships handle it, are not stand-alone solutions that take your store from zero to hero.  Your customers won't rank your vendors, they'll rank you.

Planning, visualization, tracking and accountability (yes, to someone else that can call 'bullshit') are all tools of the sales trade.  Not printing your queue every day or starting off with a priority list when you first sit down?  You will not experience success at the level you should.  Fact is your database, no matter how clean, can't sell cars.  It may be a goldmine, but it's covered up until you have a work plan that actually takes prospects and changes them into completely satisfied clients.

While it may seem that the top producrs always have things 'go their way', it's due to working smart, prioritization (that doesn't mean you chose which customers to respond to effectively), visualizing positive results ahead of time (not just saying 'yup, this one's mine and they're taking chromes! and window etching') and being consistent in what you do.

The 'best' location, dynamic website with strong SEO, a bulletproof CRM, well-written templates, intriguing videos and a mission statement that is generations-old with a mediocre staff to back it up will be out-gunned by a competitor with less-than-perfect technology but an eager, process-oriented, customer-connecting, motivated and excited group of individuals working as a team.

Not to take anything away from some great companies in our business, including many that IM@CS recommends, but we must remember that we're in the people business and the badge on the sheet metal is not more important than the person buying it, nor is the voucher more more important than the techniques to achieve it.  Think about that the next time you skip asking the next guest how you can improve their experience , what would excceed their expectations or simply how they see things happening to earn their recommendation.  Yes, asking and truly listening are on the path to perfection!

Ready, shoot, aim does work…as long as you understand how to improve every time and have had the chance to review where you are at and why.  Go get 'em tiger!

Best Practices: Professional Insight, Powerful Results

November 12, 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
The Almighty Salesperson…And The Almighty Dollar

Somewhere, over time, the thing in the middle of you and a buck (customer, client, deal, contract) was swept away even though that is was business is all about. It seems like the easy ride, free equity, huge perks and general "asleep at the wheel" mentality gave way to a gaping hole the size of a small planet. And guess who allowed it to happen? We did.

You can give excuse after excuse, allow yourself all of the credit in the world, but at the end of the day are you going to make it happen…now? When all the cards are down and showing? Do you need a poker face when you're exposed? What matters most now? Simple: Your plan.

"Plan A" is unbelievable success through the right amount and balance of effort, reading, edification, support and just plain work. Life will give you your "Plan B' and "Plan C" so don't worry about that. So many salespeople talk about the 'issues' that exist in today's environment. Fact is boys and girls, we MAKE our own environment. Is yours one of positive and and undying commitment to your goals?

People talk about legacy, in both positive and negative ways, especially when considering a backward perspective. How focused are you in your forward growth? In your tomorrow? In your passion? What are you building that will be looked at as a legacy? Is it the mint $1 bill (or 5, 10, 20 or 100) in that nice frame on your office or business wall with the 'best wishes' note on it? Is that what you look at every day? Are you dedicated to what happened 5, 10, 20 or 100 years ago and not tomorrow?

Your satisfied customers (and those that aren't yet) are what should drive you to do what it takes (in addition to the mission statement that took you 4 days, 26 pots of coffee and a close friend to come up with). Absolutely go for the dollars. Grab as many as you can. Just don't look like a desperate fool in one of those dollar bill blower booths scrambling for a whopping $68 in 'winnings'.

Look at your customers as a new way to get better, to learn, to listen, to apply something interesting you heard, to get one step closer to 'new and improved' and even to realize that this person in front of you has 100 (or 1,000) behind them. Whatever you do, never look at that person as keeping you from your sale, commission, goal, bonus, kickback or spiff.

Look, if you've already placed your bet on the 'industry coming back in 6 months so wait', more power to you. Stay on that path! However, if you're completely dedicated to the things that matter most to you along with the almighty dollar, quit making excuses and daydreaming. Make what you're aiming for the first priority every day and then go from there, in order of things that only support that goal.

Remember to risk everything, or stand in line with the 'others':

  • You will get what you want from your business only when you help other people get what they want.  
  • You will get what you want from yourself only when you completely empower yourself to unbelievable success…

Remember that winning develops confidence. If you want to build a winning habit, if requires that you make a decision. And make it now so you have it when you reach the office in the morning.

Best practices: Professional Insight, Powerful Results

May 31, 2009 by Gary May 0
Don’t Look Down…I Said Don’t Look Down!

It's absolutely amazing…we humans. Creatures of habit, intrigue and fear-based reactivity. Right now is no exception, obviously! However, it is also possibly one of the most defining times as well. True leaders will come out of these challenges and leave those that just waited behind.

Survival of the fittest? Nope. Natural selection? Not in the least. Those that listen, learn and lead will become the only true survivors in the new environment, whatever that is. A constant vegetative state leaves you…in a vegetative state. A mind set for challenges, diversity and no's, armed with direction and goals is in a complete different state. One of success!

When you were a kid, you had a challenge: brick wall, log over a wash or stream, even a tightrope (you must have interesting family stories to tell!) and someone yelled "don't look down!". Did you? Of course. It's not if you look, but what you do afterward that matters most. If you persevered, you were rewarded with confidence, self-worth, maybe even status… If you succumbed to the "look" and ran back, hobbled off or fell, you likely received a completely different result.

Fast forward 20-40 years. There are challenges up the wazoo right now. Whatever you do: Don't Look Down! OK, what to do now? The sand already is full of heads, the job boards are stuffed with resumes, your industry friends and associates are doing a little CYA (fine, a lot) while they forgot about you and the water cooler has been repossessed. What now?

How ever imposing the view into the chasm, do what you know how to do best. That is if what you do best is do. Don't take my advice, you already know what you need to do. Quit blaming the person that yelled and warned you, they're the messenger. What is the message that you will hear?

This can't be said enough: get your plan down on paper, figure out what you are committed to doing, figure out how to get there (yes, with outside help period!), measure, qualify, watch, gage and review but absolutely positively do it! The difference most times between failing and failing forward to success is simply a matter of inches: the six between your ears!

Best Practices: Professional Insight, Powerful Results

May 6, 2009 by Gary May 0
Success: A Four-Letter Word? Not Today

It used to be, by common knowledge, that success was defined by work (and how much you did). Now days it seems success is defined by smaller multi-million dollar losses, one more gizmo sold than the competition, not spending anything compared to what you did last year and more or the like.

I'm not the first to remind everyone not to lower the bar too far or get to the point where goal setting is replaced by complacency. But I may be one of the first to say: just remember why you got into business in the first place! Now, you may have been fortunate to fall into a highly profitable business/niche just because you had the money to get in. Good job (not great, though).

If you have built your name, presence and equity with a solid foundation, it's time to kick yourself into high gear. Maintain your business plan, don't create a new one for hard times. Adjust, don't start over. Keep your edge and aim to do better than 'just maintain'.

Right now it's more important than ever to:
1. Talk with EVERY prospect and client (don't talk at them)
2. Validate EVERY opportunity you have (people do things for their reasons, not yours)
3. Set goals and write EVERY one down (you can't hit what you can 't see)
4. Follow up with EVERYONE (the ones you don't stay in touch with become someone else's best client)
5. Support EVERY aspect of your business (not just what you're most comfortable with)

Hard work is more important than ever, just remember why you're doing it and what kind of results you're looking for. If you're determined to succeed, have all of your employees, vendors and clients supporting you, continually deliver products/services and great value on time and per your commitments, chances are you'll win.

What ever you decide to do, do it well and do it every time. Here's to success!!

Best Practices: Professional Insight, Power Results

March 20, 2009 by Gary May 0