As you begin to move into the season, it’s a perfect opportunity to spend a little time tuning up your sales process. Here are 3 key items to keep in mind as we move into peak sales season. Greeting The first few minutes of your initial contact with a customer are crucial. Like building a house on a cracked foundation, it’s a lot more difficult to have a positive sales experience if you don’t start [...]
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 [...]
In your dealership, do you track your Recovery and Efficiency Rates? If you are like some of our dealers, you are on the fence about putting in the work to pull these numbers together, but if you are willing to take the time, these numbers will give you great insight into how to get your shop performing at a higher, more profitable level. The Efficiency Rate is the time that the tech is clocked into [...]
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 [...]
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 [...]
Last week we talked about setting yourself apart from the Big Box stores. One way to do so is by showcasing your dealership. The easiest and most effective way to showcase your dealership is through your businesses signage. The most important aspect of an outdoor sign is to grab someone’s attention- almost like a magnet pulling a customer toward the store. The more recognized the name, the more people that will be attracted to your dealership. [...]
An Excerpt from "The 7 Principles of a High Performing Dealership" The more you can repeat an action the better you become at performing that action. As an owner or manager, you do not want there to be variability in your processes. Take McDonalds, for example. When they hire an employee to make fries they are not asking for their interpretation on the process. They do not ask if Sally, the fry maker, would like [...]
The Most Important Question The No. 1 mistake made by salespeople when they begin the negotiation process is failing to ask this important question: “So what you are saying is if I can do what you ask, then you are in a position today to move forward, is that correct?” If they say “No,” you don’t begin the process because they have not committed to buy from you, and all that is going to happen [...]
Triaging is vital to keeping our shops moving and our techs efficient. The triaging process happens after the equipment has been checked into the dealership, the work order has been filled out and hopefully signed by the customer, and a red ribbon has been attached to show the equipment has just been checked in. At 10:30 a.m. and 3:30 p.m., the service coordinator will go to the service manager or service writer, take the clipboards [...]
When I work with the service techs at a store, my goal is to help them, and management, understand the value they bring to a dealership and how they can do their work in the most efficient way possible. A service tech’s inventory is “time” and your goal as a dealer is to sell all of the tech’s time each day. Is it possible to sell eight hours of labor each day per tech? Absolutely. [...]
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