Core Values Form the ‘Success Foundation’
J.W. “Bill” Marriott, Jr. is chairman and chief executive officer of Marriott International, Inc., one of the world’s largest lodging companies. The successor of the highly successful hotel change is a brilliant leader who clearly understands what it is that makes them so successful. His leadership spans more than 50 years, and he has taken Marriott from a family restaurant business to a global lodging company with more than 3,700 properties in over 73 countries and territories. Known throughout the industry for his hands-on management...
read moreThe Most Abused Business Opportunity
Recently, I spoke on what I consider one, if not the Most Abused Business Opportunity in the automobile business; “The Incoming Telephone Inquiry”. I provided some of the reasons why the industry continues to turn in failing grades for this awesome sales opportunity and some corrective measures which need to be in place to ensure success. Among the correctives were: A solid baseline for 21st Century Telephone Skills training, Teaching an understanding of the importance and complexion of this important inquiry’s motives and what they...
read moreProcess, Process, Process
So often I am asked by dealers and management, “How do we go about fixing our store’s processes and get business back on track?” At one time they felt they had things working but lost traction along the way somewhere. I am usually invited to pay a visit for a one-, two- or three-day event depending on the size and rooftops to perform what I call a CRM Process Analysis and Recommendation Tour. Interesting things are discovered on my visits with various dealerships. In some cases the store really had no well-understood processes in the...
read moreSome Dealers Just Get It
I just had the honor and distinct privilege of being the guest speaker at the Southern Honda Dealers’ Association 2010 Annual Business Conference last week. What a class bunch of dealers. Never have I met a nicer group of individuals and their spouses anywhere. I participated in various conversations with many dealers from the group over the three day event and surmised a few key observations. First, these folks really are forward thinking and are willing to change to increase their business. They understand that the future holds great...
read moreGreat Manager or Great Leader?
We have been talking about the differential between these two for some time as it relates to growing your people and the store. Interestingly enough, both managers and leaders have very distinct roles and importance in the dealership. Identifying those differences is a key component because proper utilization of each is paramount for getting things done in an efficient and affective manner. The most important difference between a great manager and a great leader is one of focus. Great managers look inward. They look inside the dealership, into...
read moreCRM: It All Starts at the Top
For any customer relationship management (CRM) processes to succeed, one factor has to be present and that’s the store’s “top down CRM leadership strategy.” Without this, the odds of a successful implementation dim quite a bit. A change in the way we do business is where it begins and ends. Our business is so accustomed to performing tasks one way and one way only that we are often locked in a sales process paradigm, which prevents us from seeing the magnificent multitude of new ways to do business. “If you begin to look at things...
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