Dealing With Difficult Customers

When visiting with owners & managers, I like to ask them how they got started in their business.  The stories I hear are diverse & interesting but typically most of the reasons they give have some commonality to them.  For example, some started their business because they saw a need in their community, others began because they were passionate about the product or service they provide, and some simply stumbled into it!  However, in the all of these conversations, I have NEVER – not once - heard someone say they started their business because they had a desire to deal …Read More

4 Ways Surveys Can Benefit Your Business

A few weeks ago, my husband and I were out with our kids at a restaurant chain. The whole experience was wonderful, and, with two five-year olds and a one-year old, to have a positive experience from start to finish is the equivalent of winning the lottery. Specifically, our waitress was fantastic. She was a true professional, knew what we were going to ask for before we needed it and was wonderful with our kids. While she got a huge tip from us, I even thought for a second about asking for the manager to tell her how wonderful she …Read More

Customer Loyalty Programs

One way to generate new customers and while maintaining your current customers is through a Loyalty Program at your dealership. Think about how many stores have a “shopper card” or a “preferred customer” program. These stores are marking up prices on items to be able to give discounts on other items. We all understand that, but it makes the customers feel like they are getting a perk for doing business at the store.

We encourage you to create a similar program for your dealership. While a customer loyalty program may not be right for every dealer, it is a program that …Read More

Dear BCI…I have a question…

Each week, for the month of July, we are taking your frequently asked questions and answering them! At the end of the month we will also have a Live Interview to answer additional questions that we receive over the next 30 days. So, let’s get started by covering a question we received about abandoned equipment.

Jennifer reached out and asked the following questions. “We have some equipment that is abandoned. I downloaded the Notice of Abandonment letter you have in the Toolbox, but I wanted to make a sign or include on the service form what the timeline is …Read More

“It’s Easier if I Just Do it Myself!”

“It’s easier if I just do it myself!”

If you are anything like me, this is a common phrase that comes to mind, multiple times a day. People make things complicated, and I know I will like the end result if no one else is involved.

While in theory it would be wonderful if there were a thousand of me running around, it may not be as effective as I think.

I recently read a book that was talking about growing your business and it said that if you want to grow your business by 20%, than you have to …Read More

What is the Cure for the Common Employee Headache?

What is the Cure for the Common Employee Headache?

Two Aspirin OR an Employee Handbook!

Do you have an employee handbook?  When was the last time it was updated or given to employees?  I know it is a bit time-consuming, but trust us, it is well worth your time and effort.

An employee handbook will not make you more money, but it will eliminate a lot of headaches. Most small business owners dislike dealing with employee issues. A handbook helps.

Why a Handbook is Helpful

An Employee Handbook Speaks for You. An employee handbook answers questions about things such as time off, dress codes, …Read More

Destination: no-where?

Nearly half of all new businesses fail within the first few years.  Not too encouraging, is it?  What sets apart those who succeed from those who don’t?  Well, there are several factors but some of the most important ones include having a plan, creating solid internal processes, hiring and retaining great employees and keeping your eye on the goal to generate profit and grow your business.

Even if you are a seasoned business or business owner, it might be time to reflect on your business plan.  A business plan is an important roadmap for a dealership’s success.  Make sure you and …Read More

Winning At Management

Great managers have discovered that the secret to success in their departments is what they do during the first 30 minutes and the last 30 minutes of every day. As a manager, your number one goal is to produce strong profits and give your customers an exceptional experience with the dealership. Whether you are managing service, parts, sales or rental, you are going to achieve those goals by focusing on motivating and communicating to your team.
It starts and ends each day with a “coach in the locker room” talk with your team. As you think …Read More

Working with a Different Generation and Not Losing Your Mind

Working with people who are different than you is tough, right? Especially if they are family! One of the things that we hear time and time again about the challenges of family business, and small business in general is the frustration of working with different generations. Currently, there are three different generations present in they workforce with a fourth getting ready to join. Understanding how each generation works together is vital to the success of small business.

With 3-4 distinct groups of people who each have a completely different understanding about how the world works, there is a lot of …Read More

How We Deal With Family Business

My dad started Bob Clements International over 30 years ago. Small business is all I have known since I was a kid.  Like any small business, I have seen the ups and downs. We have had many vacations that were coupled with meetings; that was “normal” to me. If you would have asked me, up until about a year after I graduated from college, if I would have joined the family business my answer would have been a resounding “HECK NO!”  After my husband and I got married and had our twins, my dad asked me if I would be …Read More