Service Department Training

Automotive Sales and Managment Lesson: How to Resolve Customer Service Concerns

Three Customer Service Facts: Customers satisfaction is easier than you think, because a customer is usually satisfied with less than you think. Customers who make the effort to complain, want you to make the effort to make things better. Customers who have had a problem resolved, are more loyal than customers who have never had …read more…

Are Your Service Advisors Order Takers or Advisors?

If I wanted someone to just take my order and deliver, I would go to a fast food drive thru.  When I go to have my car serviced, I want service.  I believe that service advisors are more  than just order takers or the message delivery system between a consumer and a technician.  Think about …read more…

Six Ways to Building Human to Human Transactions

It’s unfortunate, but when approached with a genuine request to be of assistance, most of us are prone to wondering “What do you want from me?” or “What are you selling?”  The all too common and frequent hidden agendas that often occur in B2B and B2C interactions are to blame for this malaise. A single loyal …read more…

Creating Red Carpet Customer Service

There are probably a thousand reasons or more that customer service and creating lifelong customers is a valuable automotive sales training topic, but here are just nine that affect all industries that should get your attention. 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors …read more…

Automotive Sales Training: Three Strikes and You Are In!!!!

Both automotive management and sales staff struggle with vendors, prospects and/or clients that fall out of communication after a dynamic conversation.  Usually after three attempts, the manager and/or salesperson will give up without success.  Hence, the Three Strikes, You Are Out Rule. Consider a twist on that play…three strikes and you are in!!!!  Normally, we …read more…

Let’s Play Ball: Winning Teams Recruit and Train

Wikipedia defines “Teamwork [as] the capability to comprehend and recognize the diverse strengths and abilities in a group setting and then applying them to one final solution. The Winning Team concept has spread from the world of sports where it is well known and accepted, to business, so much so that it is in danger …read more…

Sales Training: Bringing Value to Your Day

“You don’t get paid for the hour.  You get paid for the value you bring to the hour.” ~ Jim Rohn Recently, I had a day in which the time seemed to sit still.  I glanced at the clock for the tenth time and it was only 1:30pm.  How could this be?  I felt like …read more…

Auto Sales Training: Diplomatic Immunity from Unreasonable Expectations

Recently, I was asked to make an appearance as professional spokesperson.  Unfortunately, there was no clear leadership and miscommunications abounded.  Even the day of the event, it was not clear what was going to transpire.  I tried to be prepared for anything.   After the event, I received this text message, “A diplomat is a …read more…

Customer Service Through Unscripted Caring

Each year, I make the pilgrimage from coast to coast to spend time with my family.  It is a journey I greatly anticipate as I find myself not only home sick, but in need of family time after a few months away.  I eagerly anticipate my work day to end and the voyage to begin …read more…

Be Better at Your Best

I have been fortunate in life in that I have been given the opportunity to have worn many hats, including that of an entertainer.  One of the shows I was involved with featured a song from Disney’s Cinderella, in which I sang these words:   A dream is a wish your heart makes When you’re fast …read more…

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