Appointment-Driven Communications

Phone Skills Training

Gain a 5-Star Online Reputation

Real Reputation Management

Creating an Appointment Culture

Creating an Appointment Culture

Leading an Appointment Culture

Leading an Appointment Culture

Avoiding Snake Oil

Avoiding Snake Oil

Leading Multiple Teams

Leading Multiple Teams

Overcoming Objections: Phone

Overcoming Objections On The Phone

Managing Customer Expectations

Managing Customer Expectations

Recent Posts

Steve’s Memes: Everyone Only Has One Head






Today’s Lesson: They Have Just One Head & One Heart…   Whether you’re the manager “correcting” your employees or a salesperson going in for the kill, everyone only has one head and one heart. If your long-term goals depend on them, you’d better hope you didn’t take off their head or rip out their heart already.(…)






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The Customer Experience (PART 11)






The Customer Experience: How To Wow Your Customers (PART 11) TRANSCRIPT: “Steve, I’m doing it. Steve, I’m doing it, I’m empowering the frontline.” Great. If you are like a lot of the call centers that I work with, you are rewarding the wrong metrics. See, you need to remove incentives that value speed over quality. It’s(…)






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The Customer Experience (PART 10)






The Customer Experience: How To Wow Your Customers (PART 10) TRANSCRIPT: Alright, part four, how to respond to issues when you fail or when your customer is unreasonable? See, it’s important to understand in an issue, if you have an issue it means you failed. Customer service issues happen only for two reasons. One, your customer(…)






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The Customer Experience (PART 9)






The Customer Experience: How To Wow Your Customers (PART 9) TRANSCRIPT: Alright, goal number five on these five simple lessons, our goal should be customers for life. Remember the slide from earlier, according to Bain & Company it costs six to seven times more to acquire a new customer than to retain an existing one. In(…)






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The Customer Experience (PART 8)






The Customer Experience: How To Wow Your Customers (PART 8) TRANSCRIPT: Alright, number four, we are going to manage expectations. Did you know that misaligned expectations are the number one cause of customer service issues? They really are. Misaligned expectations are where the customer expected this and you delivered this. You failed. What if the customer(…)






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The Customer Experience (PART 7)






The Customer Experience: How To Wow Your Customers (PART 7) TRANSCRIPT: Alright, simple lesson number three. Focus on convenience. Convenience is actually good customer service. You know how I know that? Because inconvenience equals bad customer service. If you are not sure what this means, think about this, think about Amazon or Zappos and their return(…)






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The Customer Experience (PART 6)






The Customer Experience: How To Wow Your Customers (PART 6) TRANSCRIPT: Number two on this list of easy simple things to do to create a great customer experience is always expect them, always expect customers. See, a customer visit is not an inconvenience and it should never be a surprise. Notice them immediately and acknowledge them(…)






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The Customer Experience (PART 5)






The Customer Experience: How To Wow Your Customers (PART 5) TRANSCRIPT: Let’s jump into part three, how to prevent customer service issues before they ever even happen? Preventing customer issues before they ever even happen, this is what great customer service is, and we are going to teach it to you with five simple lessons. We(…)






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The Customer Experience (PART 4)






The Customer Experience: How To Wow Your Customers (PART 4) TRANSCRIPT: Now customer service is a top-down proposition. You may have heard the expression before, crap rolls downhill. It does, it rolls downhill all the way to the customer. How you treat your frontline employees will dictate how they treat your customers. Let me give you(…)






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The Customer Experience (PART 3)






The Customer Experience: How To Wow Your Customers (PART 3) TRANSCRIPT: It’s quality plus attitude. Is there anything else that good customer service takes up? Yeah. See, good customer service is also about removing these things called hurdles and hassles. These are little things to us, but assume these littlest of things add up to huge(…)






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The Customer Experience (PART 2)






The Customer Experience: How To Wow Your Customers (PART 2) TRANSCRIPT: Let’s jump into part two, let’s talk about what is good customer service. What is good customer service? First, let’s talk about what it’s not. Good customer service is not staffing a large customer service department or answering customer complaints quickly. In fact, good customer(…)






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The Customer Experience (PART 1)






The Customer Experience: How To Wow Your Customers (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video lesson. Today’s lesson: Gaining the Undeniable Advantage. This is the one about the customer experience. How to WOW every single customer every single time. This was originally recorded live as part of our Undeniable(…)






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Solve Dealership Turnover (PART 13)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 13) TRANSCRIPT: I want you to be nice. Anybody remember Dalton from Road House, 1989. All you have to do is follow three simple rules. One, never underestimate your salespeople. Expect the unexpected. Two, take it away from the tower. Never start anything inside the tower(…)






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Solve Dealership Turnover (PART 12)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 12) TRANSCRIPT: We got to learn to live the A word. We’ve got to learn to live accountability. Are we ready for accountability? Let’s agree on a few things, okay? Let’s agree that the rules that we wrote in step one, good businesses like good rules,(…)






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Solve Dealership Turnover (PART 11)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 11) TRANSCRIPT: Now let’s talk about human processes, like this one, the road to the sale. This is a road to the sale that a dealer I worked with a few years actually had and I think they’re still having in place today. With human processes,(…)






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Solve Dealership Turnover (PART 10)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 10) TRANSCRIPT: So let’s write some processes, okay? Here’s how we write processes. First we identify the goal. In the case of our road to the sale process, our goal is easy. Sell a car, right? Then we work backwards from there using simple steps. We(…)






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Solve Dealership Turnover (PART 9)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 9) TRANSCRIPT: Let’s jump into part four, processes. I want to make sure you understand about processes. Processes sell cars. They really do. More than that, processes keep people happy. They keep happy people happy and they make sad people happy. Now why do happy people(…)






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Solve Dealership Turnover (PART 8)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 8) TRANSCRIPT: Those were five guidelines, but let me give you a bonus guideline when you’re writing your pay plans. This one I feel compelled to tell you. Nobody makes too much. I see this a lot. I especially see it with vendors, but I’ve seen(…)






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Solve Dealership Turnover (PART 7)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 7) TRANSCRIPT: All right, second guideline is to pack carefully, just like going on a big trip. You want to pack carefully. Those of you not in the car business have no idea what I’m talking about, but those of you in the car business, flat(…)






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Solve Dealership Turnover (PART 6)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 6) TRANSCRIPT: All right, let’s jump in to part three, the pay plan. This is tricky for a lot of you. A lot of you continue to rewrite your pay plans today. Oh, by the way, I’m not advocating a new pay plan. We’re going to(…)






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Solve Dealership Turnover (PART 5)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 5) TRANSCRIPT: All right, let’s do another rule. “Thou shalt use the CRM.” Some of you have salespeople who are paying through the DMS, right? That’s how we pay them. They sold 12 in the DMS, but if I was to go into CRM and look(…)






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Solve Dealership Turnover (PART 4)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 4) TRANSCRIPT: How about this one? Every dealership I work with, when I walk in the first time, their floor won’t make sales calls. Let me clear. Your floor is not making sales calls, so let’s put in, “Thou shalt make your calls.” There’s great data(…)






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Solve Dealership Turnover (PART 3)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 3) TRANSCRIPT: All right, so why business rules? Why do good businesses have good business rules and why do rules even matter? Let me tell you this. Good people want, good employees want and even need guidance and rules and structure and boundaries. They really do.(…)






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Solve Dealership Turnover (PART 2)






How To Solve Dealership Turnover & Staffing Issues Forever (PART 2) TRANSCRIPT: Where are we? Where are we with turnover and staffing, and how did we get here? Well, it’s 2016. It’s crazy that we’re still talking about this stuff, right? You’ve seen the headlines. There was a great article by Jamie LaReau in Automotive News(…)






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