leadership

Leading an Appointment Culture – Part 6






Leading an Appointment Culture – Part 6 TRANSCRIPT: Okay, so, you’ve got your management team. They’re ready. They’re working hard in the CRM throughout the day. They are doing all the things they need to do at the beginning of the day. They are doing all the things they should be doing in the CRM throughout(…)






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Leading an Appointment Culture – Part 4






Leading an Appointment Culture – Part 4 TRANSCRIPT: Okay, so once I have statuses on all the appointments from yesterday that were still open, I get those closed. I don’t want to have those happen again. Now, I’m going to look at the remaining appointments for today, right? I’ve already looked at the ones for the(…)






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Leading an Appointment Culture – Part 2






Leading an Appointment Culture – Part 2 TRANSCRIPT: If I’m an owner of a business and I’m trying to lead an appointment culture, I’ve already introduced my team into creating an appointment culture, now it’s time to lead it. There are four things that I want out of my managers. There are four things that I(…)






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Leading an Appointment Culture – Part 1






Leading an Appointment Culture – Part 1 TRANSCRIPT: Today’s lesson: Leading an Appointment Culture. This is a follow-up to our earlier session called “Creating an Appointment Culture”. So, if you’re an owner or a general manager and you watched Creating an Appointment Culture, and you’ve tried to implement an appointment culture in your dealership or small(…)






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Real Reputation Management – Part 4






Real Reputation Management – Part 4 TRANSCRIPT: In Step 7 we’re going to monitor, at least monthly, for new comments. What does that mean? It means I want to know when people write new comments or post new reviews about me online. The easiest way for you to monitor is to set up something called ”Google(…)






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Real Reputation Management – Part 2






Real Reputation Management – Part 2 TRANSCRIPT: Step 2 – Once we know what people are saying about us – let’s assume they’ve said some negative things – we need to determine the veracity of those negative comments. Now, what does that mean? It means we need to find out a couple of thing – number(…)






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Leading Multiple Teams






Leading Multiple Teams TRANSCRIPT: This Short and Sweet session is about leadership. More specifically, it is about leading teams. Today’s session is really for general managers or anyone who manages multiple teams that have to interact with each other. For example, one team may be in operations and the other team in sales. They may(…)






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Managing Customer Expectations – Part 3






  Managing Customer Expectations – Part 3 TRANSCRIPT: Each of these three examples of bad customer service could have been non-events if these businesses had just managed my expectations in advance. For example, the restaurant should have printed an up to date wine list. How hard is that? Delta could have just had the flight attendant(…)






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Managing Customer Expectations – Part 2






Managing Customer Expectations – Part 2 TRANSCRIPT: Here is a quick example of not managing customer expectations. I was in a nice restaurant recently, and they had a great wine list. Although it was printed on plain white paper, it listed about fifty nice reds. I had my eye on two of them. When the(…)






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Managing Customer Expectations – Part 1






Managing Customer Expectations – Part 1 TRANSCRIPT: Managing customer expectations is the cornerstone of customer service. It is the easiest and best way to truly provide great customer service. There is a misnomer in business. It is that great customer service is somehow defined by how well we handle customer issues. The truth is that(…)






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