AutoSuccess Magazine

Spotlight - Rebecca Kon

Written by AutoSuccess on .

Our guest blogger today is Rebecca Kon. Rebecca is a Communications Specialist at ActivEngage, Inc.

Encourage the Good and Reflect on the Bad: Two Leadership Skills You Need to Know Today

Becky Bio Pic"When things are going well and profits are up, they [truly evolved leaders] look through the glass to see whom they can praise and reward. However, when things aren't going well, the first thing they do is look at the mirror side and say, 'How did I fail to communicate that expectation clearly?' or 'How can I change the way I communicate the results I expect?'"

-- Winning with Accountability: The Secret Language of High Performing Organizations
by Henry J. Evans

When you are a leader, your entire team often depends on you for recognition and support. Two ways you can be a good leader at your dealership is by praising and rewarding employees when they do well, and reflecting on your own communication pitfalls when something goes wrong.

Spotlight - Jordan Bentley

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Our guest blogger today is Jordan Bentley. Jordan is the sales manager of Callbright.

Five Ways to Provide Customer Service That Boosts Sales

Jordan Bentley HeadshotSo you've run several marketing campaigns to drive customers to your dealership. You've made sure that your prices are competitive. You've even stayed up to date on what's trending and adjusted your promotions accordingly.

But even if your campaigns are cranking out more leads than you know what to do with, your sales could still suffer if you forget about one thing: creating a positive customer experience. Great customer service is like the peanut butter in a peanut butter sandwich — you just don't have much without it.

Did you know that a happy customer will tell four to six people about their experience or that a dissatisfied customer will tell nine to 15 people about theirs? In fact, 59 percent of consumers make brand loyalty decisions on first impressions. If a consumer has a single negative experience, it'll take 12 positive experiences to make it up to them.

Spotlight - Bill Wittenmyer

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Our guest blogger today is Bill Wittenmyer. Bill is a partner at ELEAD1ONE.

Accountability is Code for Managing

BillWittenmyer.cropped.webI recently sat on a CRM panel forum, and one of the questions was, "How can CRM companies make dealership employees more accountable?" Some version of this question often arises during this type of setting, or in any CRM discussion that occurs on blogs or online forums.

First, let me state that I am a lifelong believer in this industry, and particularly the retail aspect of it. I love the business, the dealerships and specifically the people in it. I have spent my entire professional career in the automotive space, and I'm probably not qualified to do much else. This industry has provided me with great friends and opportunities. Every role within the dealership can be difficult, something that I have a vast knowledge of as I have paid for my share of groceries working many of these positions. In a time when it seems all you need is a cell phone and the Internet to be an expert on any subject within a matter of days (according to my good friend Jim Ziegler), I have dedicated the better part of 23 years to the industry.

Spotlight - Mark Tewart

Written by AutoSuccess on .

Our guest blogger today is Mark Tewart. Mark is the president of Tewart Enterprises, and the author of the best seller, How To Be A Sales Superstar.

What I Learned From Peacocks

mtewart2I was driving to the gym today and on the road I live on is a horse farm that has a flock of peacocks. Often, when I am driving by, the peacocks are either on the road or getting ready to cross. Peacocks are not like squirrels. Peacocks don't hurry. Peacocks simply strut across the road. As they strut, you stop, watch and smile.

In the profession of sales, there has been a tremendous movement in many industries to speed up the buying process, especially in the automotive industry. I also have always agreed that the overall process should be much quicker.

However, in the automotive industry and in most other industries, it's not the salesperson or the sales process that's too slow; it's all the peripheral parts, such as F&I, in the auto industry that slows things down. As a matter of fact, being the contrarian I am, I would suggest that most salespeople need to be more like peacocks. Don't try to be a squirrel; slow down, strut your process, you and your product or service.