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. [...]
What is the difference between a satisfied customer and a loyal customer? A few months ago, I was having an issue with my car. I took it to a shop that was just a few minutes away from our office. They fixed the issue, communicated with me promptly, and sent me on my way. It was a good experience. I was satisfied. A few weeks later, I had another issue pop up and took my [...]
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 [...]
The market is competitive and every customer is important. So, how are we supposed to standout and capture all the business we can? Well, we know that several things can help with this but the most important is setting yourself apart and you do that by "wowing" the customer through excellent customer service. Did you know that 78% of consumers have bailed on a transaction because of a poor service experience? That means that almost 80% [...]
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 [...]
“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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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