Making Ideas Accessible

Customer Service and a “Need For Speed”

Customer ServiceRemember the Tom Cruise quote from Top Gun. “I have a need for speed”. Well businesses need to embrace that same concept when designing their customer service strategy.

We all have seen “Customer Service” as a big buzzword used in marketing strategies by companies. We see claims about their focus of customer service being a priority, or how they treat every customer with great care but when you read customer service surveys one of the biggest things lacking for customers is the speed of response.

I worked for many years in the restaurant industry. This was an excellent training ground for what was or was not great customer service. One of the best lessons I received from one of my mentors was that “Time gets distorted in the customer’s mind”.

What did he mean by distorted? Let’s think about this situation.

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Why is Change so Hard For My Employees?

Employee Change

There are many reasons why change is hard for your employees. According to many personality profiles the % of risk takers or even those who will embrace change is around 25%- 30% at most. That leaves 7 out of 10 employees who would rather not change. … [Continue reading]

Management Skills: Leader or Authority Figure

management skills

We so often hear the term leader being thrown around so casually as if anyone can be considered a leader. Many employees assume that those in charge of a project or a department or even the whole company are a leader just because they have … [Continue reading]

Automotive Digital Marketing Education: What is Needed.

Automotive Digital Marketing

Fact: 80-90% of shoppers going online before contacting a dealership. Fact: A dealership’s online presence is now their most important marketing initiative. Fact: Digital Marketing spending is now increasing as a portion of total marketing … [Continue reading]

Spend More Money or Refine My Employee Processes?

employees processes

“There are two ways to sell more. Increase your marketing budgets by twofold or refining the employee processes in place, thus becoming more efficient with money you currently spend. Which would you feel comfortable doing?” I posed this question … [Continue reading]

Are Your Vendor Partnerships Impacting Your Success?

How To Improve Your Vendor Partnership

There seems to be a growing disconnect between customers and their vendors. It seems these vendor partnerships have a flaw. Whose responsibility is it to educate the customer on the results of services delivered? The reason I am raising this question … [Continue reading]

Successful Employees Start With You

successful employees

I was teaching a workshop the other day at an Automotive Digital Marketing Event on building a successful team. As the audience filed out, a GM of a dealership pulled me aside and asked if he could ask me some questions. We found a few seats in the … [Continue reading]

Interview Mistakes: Do You Really Want that Job?

Interview mistakes

Recently I have been holding interviews for candidates to add to my team and have been shocked at the amount of basic Interview Mistakes I am seeing. These simple mistakes can impact a candidate's ability to impress. A few months ago I wrote an … [Continue reading]

How to Improve Your Accountability Factor

accountability

I received an email from the owner of a business whose team was in a two day training session with us. He was receiving great feedback from his team but he wanted to review with us the “accountability” section in our training. “ So many courses … [Continue reading]

Do You Approach Your Work With Gratitude?

gratitude

This article is a little different than others I write because it is not about marketing, or training but about how we move through the world each day and our responsibility to others and ourselves. I was listening to a documentary on Carlos … [Continue reading]