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Fixed Performance Inc Newsletter
Becoming Your Best February 2009

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Never Say No

Accept the Challenge


 

Never Say No

I recall the good old days where the challenge was basically how to handle so many vehicles in for service. While I find very few shops in that situation today my belief is those times will return in the near future. The average age of vehicles on the road continues to increase and customers are planning to retain the cars they own. I find it amazing in these times advisors are so quick to say no. We don't accept that warranty service or maintenance card here you have to pay cash and deal with it yourself. We can't get you in until next week we have a technician on vacation or in training. The fact is that dealerships in the past have had policies that literally kicked customers out the door on a daily basis. Take a look at your policies and put yourself in a customer's position. Listen to your advisors in the drive lane and find out how many customers you ask to leave. Better yet talk with the customers in the waiting area and ask them what your company could do to improve. You will find the challenges of yesterday are not so different today. The company that provides the best customer experience on a consistent basis will survive and prosper. For today's dealership to prosper fixed coverage must increase towards 100%. Will you accept the challenge and remove the word no from your staff's vocabulary?

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Greetings!

No doubt most of us are facing challenges in the dealership business. Discouragement is common and can be justified by looking at the news anywhere in any media. Let's look at a few ways this month to take advantage of this time for personal and company growth


  • Accept the Challenge
  • In discussion with a salesman last week he stated management criticized him as a good salesman that is turning bad. He argued he was the same salesperson that exceeded his quota for years and did not deserve to be chastised for a tough market. The truth is likely somewhere in between both statements that were made. Perhaps a better statement would have been to this individual you are the same salesman in a changing market. Having known this salesman for some time it is evident to me he is performing his duty the same way since he became successful years ago. The changes in the market demand a fresh look with people open to change. We must accept the challenge today's market is bringing us and look within. Have you done anything personally to improve an area of weakness inside yourself? Take some time and give yourself an evaluation looking for areas of weakness. It might be an easy task where a few things instantly come into your mind. If you find that it is a challenging task feel free to ask a good friend or your significant other for ways you could improve. I promise it will be less challenging for them to find opportunities for your self- improvement. I hope today you accept the challenge and identify your areas for growth. Now take action and commit to read a book about the subject. Study the actions of those around you looking for techniques and ways to become better. Become a student with the understanding your efforts will make your weakness a strength. The true Professional is always developing regardless of market conditions.

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