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Bill Wittenmyer

Awarding Medals Before They've Gone to Battle

I have noticed a change in the last few years of the mindset established during the onboarding process with new employees. A sense of entitlement and accomplishment creeps in before the employee pencils their first deal or sets up their desk — if they are lucky enough to have a desk in the first place. I remember sharing a desk with a bunch of other new hires until I had earned the right to have my own workspace. And, please do not tell me it’s this generation or Millennials because I refuse to allow these fine people to be categorized that way, or in any way.

Let’s assume that anyone hired is qualified; the assumptions, however, should stop there. Managers face enough challenges with new recruits and retaining employees; we shouldn’t make it more complicated by anointing people before they even know your culture, your unique skill sets, and processes, the “go to” people in the organization or have produced a single thing. Read More

Customer Perception vs. Reality

Update: Bill Wittenmyer, Partner at ELEAD1ONE, joined Auto Dealer Live September 1, 2016, for a discussion based on the actual reality of the customer experience versus the perception. The discussion centers around Wittenmyer’s article, “Perception versus Reality: An In-depth Look at Consumer Perception.” The article appeared in the Summer edition of Hotline, the official newsletter of Canada’s Trillium Automobile Dealers Association.

 

The first five seconds of any exchange can make or break the experience for the customer. Whether it’s over the phone, chat, or in person —  how your sales, service, and BDC team acknowledge your customers creates the foundation for the very trust that will lead to a purchase.   Read More