Archives

Automotive Leadership

Selling_Cars_The_Magic_Formula_For_Success

Did you know that the self-improvement industry in the U.S. is a $10 billion market? That means there are a lot of people out there who are not achieving their goals. Of course, there are also dozens, if not hundreds of self-help gurus taking advantage of this situation and dishing out advice on how to be successful.

If only success were as simple as drinking a bottle of magic formula.

The reality is, whether you’re selling cars or performing oil changes, only you are in control of how successful you will be. Ultimately, it’s up to you to create your own formula for success. Expect it to take time and allow plenty of room for trial and error. Read More

Customer Experience

As a seasoned road warrior, I don’t always look forward to the next airport, cab ride or hotel destination. There are definitely some aspects of traveling that are forgettable. However, over the years I have developed a list of favorites, as in favorite restaurants and hotels to visit.

When I walk into these places, I am immediately greeted like an old friend. They know my name, they know what I like and everything is ready for me. The service is authentic, meaning it feels real. I believe the employees in these establishments are genuinely happy to see me (if they aren’t, they sure do a good job pretending).

When I have a great experience somewhere, I will also sign up for its email list. Not only do I sign up for it, but I will actually open the emails to see if there are any special offers being promoted the next time I visit that hotel or restaurant. If there aren’t, that’s okay. I choose to go there anyway because of the experience.

Think about your service experience. When a customer pulls into your service lane, are they immediately greeted like an old friend, or are they ignored for several minutes because your service advisors are too busy helping other customers? Read More

Bill Wittenmyer reveals 5 Tips Managing Dealership Teams

When you’re responsible for managing employees, it’s important not to slip into a habit of managing with emails. Your employees are your team. Imagine if a football coach emailed a game plan to his players instead of reviewing it with them in person. It’s hard to get excited or motivated when you’re simply reading words.

In psychology, it’s generally agreed that 55 percent of communications is body language, and 38 percent is the tone of voice.  Only seven percent of communication lies in the actual words we say.  Emails and text, although incredibly useful for many reasons, are pretty ineffective at conveying emotion, clarifying strategies and for making sure your team members are all on the same page. A single two-sentence email can be interpreted in several ways.

Most managers know this, of course. They hold weekly meetings to discuss numbers, goals and strategies. In addition to the requisite meetings, I recommend a few best practices to help build a strong team bond: Read More

Better Performing Sales Teams

In my lifetime I have visited hundreds of dealerships. I have seen sales teams that are crushing it and sales teams that are performing dismally. Over time, I have noticed common denominators in both groups. I won’t bother sharing what those are for the latter group because a dismal performance is not something you want to emulate.

However, for the first group — the ones crushing it — the common denominator boils down to empowerment. The most successful dealerships empower their salespeople with these three tactics: Read More

Communication_glue_teams_together

One very important thing some leaders fail to realize is that communication is the glue that holds teams together. Too often managers get so caught up in administrative tasks, reports and other duties they tend to ignore their team. As a result, team members feel left out and ignored, perhaps even unimportant.

And, while that same manager can send a million emails, text messages, Slack messages, and every other form of communication available using today’s digital technology, their team can still feel left out and disconnected, regardless of how many messages are sent. Read More

 

In our May 2017 Dealer Tip of the Month, Street Volkswagen General Manager John Luciano reveals how much of his visibility with his team is attributed to his adoption of daily walk around leadership. The workday walk around concept, now synonymous with “an up-close and personal” corporate management style,  has roots in the early days of technology giant Hewlett-Packard. John began practicing the art of workplace wandering in the 1970’s. “For me, it started with a guy named Lou Tice that came out of the Pacific Institute and did just a great deal. Lou and some other guys brought up a deal called ‘Management by walking around.'”

What is Walk Around Leadership?

The heart of the management style is pretty simple. It’s randomly wandering through each of your dealership’s departments to check in with employees in their primary work environment throughout the day. Read More