Making Ideas Accessible

4 Ways to Improve Poor Execution for Better Results

execution

3 am wide-awake and your mind won’t shut off. No sleep coming for the next few hours from worry about why a project is not going well. Why are you not executing on what your well-laid plans told you would happen. Who is to blame? You? Your Team? Both? Frustration everywhere…what to do? Damn, here comes the sun and off to work with the wrong energy and approach. Every manager or leader worth their salt, including … [Read more...]

Welcome to the On Demand Society

on demand society

I was listening to Brian Solis's new podcast, Context Matters, and he mentioned the term “On Demand Society” when discussing Uber and its effect on not just business, but the economy in general. His point was that this ever-growing desire from consumers— to have things at their fingertips— is changing business as we know it. What struck me is how this desire for on-demand services will affect every business in the future. … [Read more...]

3 Checkup Tips to Improve Customer Experience

customer experience

As you are reading this article, we are already a month into the New Year. You may find yourself still with a warm glow from celebrating a great 2014 or a little more motivated to recover from some disappointment. Now is the time to let the past go, focus on what you can control, and create an exceptional customer experience in 2015. Before you head any further into the year, I think every business should give its … [Read more...]

Targeting the Root Issue of Employee Performance

employee performance

Every month there are managers reviewing their employee’s performance. At this time, statistics are viewed, metrics are measured and either the manager is happy or disappointed. What follows next is usually the “pep” talk. This is where the manager will tell the employee, “great job, let’s do it again” or “We need you to pick up your numbers.” In both cases, the employee walks away and has no idea what to do. They go … [Read more...]

Q & A: How to Unify Your Marketing Message

marketing message

As I finished up my presentation at the UAAMG conference on Unified Marketing, a few of the dealers in the audience asked to sit down with them to discuss this one on one. Defining your “Why Buy From Me” marketing message as unique. We broke off to the side of the room and I asked them each to tell me what could they say in their marketing that made their dealership unique. A few things that came up were: … [Read more...]

Is a Trusted Advisor Missing From Your Leadership Table?

Trusted Advisor

I was asked to speak recently to a group of automotive dealership management professionals and I asked the folks who set up the event, what they wanted the focus of the presentation to be.  They said to speak about what I thought was important for 2015 for dealers. I touched on three topics. … [Read more...]

Is Customer Service Today Any Different than 1915?

customer service

Are customers more demanding then they have ever been? Possibly. Are they more knowledgeable? Possibly. Are businesses focusing on the right thing? Possibly not. I am not sure that at the end of the day if your customers are looking for anything different than they have been for years. They are looking for only a few things and you as a business owner need to deliver them or lose business. Focus on These For … [Read more...]

Customer Service Agents: The Tale of Two Packages

customer service

Pressure shows the true character and abilities of teams. As much as this may apply to sports teams, it applies to customer service teams as well. The holiday season for many companies is the “pressure” season for their success. Crowds are packing in stores to get that great deal or online shipping gifts around the country. I have a tale of two holiday packages and how management cuts put pressure on their teams and … [Read more...]

Personal Accountability: Are You a “Tomorrow” Person?

accountability

Are you wondering why you cannot seem to get things done? Are you constantly setting goals but waiting to begin? Are you putting off till tomorrow any big decisions? You're accountability may be living in the land of tomorrow when you need to be in the here and now. … [Read more...]

Fixed Operations Departments Need Some Digital Love

automotive service

Working with dealerships across the US and internationally, I have noticed a scenario is common across almost every single one of them with very few exceptions.  Service and parts, or Fixed Operations departments are the top revenue driver for most dealerships but it is given the least marketing resources to grow. I think most of the struggle is that dealers do not know how to expand their marketing efforts outside of … [Read more...]