Steve

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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 […]

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 […]

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 […]

Real Reputation Management – Part 3

Real Reputation Management – Part 3 TRANSCRIPT: In Step 5, we need to identify our truly satisfied customers and these are the only people we’re going to ask to review us. So, we’ve got to find a way, in our business, to find who is truly satisfied and going to give us a 5 Star review […]

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 […]

Real Reputation Management – Part 1

Real Reputation Management – Part 1 TRANSCRIPT: Today’s session is on Real Reputation Management. In other words, how can you, as a business owner, general manager, or sales manager, manage your online reputation in a way that you can do it yourself without spending thousands of dollars a month? Now, your online reputation has become, for […]

Avoiding Snake Oil – Part 3

Avoiding Snake Oil – Part 3 TRANSCRIPT: So, I hope the question on your mind is “How can I buy like a Fortune 500 company and not be taken by the snake oil salesmen out there today?” Number 1 is – you can vet more efficiently. For example, don’t accept meetings on their terms. Accept meetings […]

Avoiding Snake Oil – Part 2

Avoiding Snake Oil – Part 2 TRANSCRIPT: Because there is so much snake oil out there today, you have every reason to be skeptical, so, assume the worst. So, how do we stop snake oil? Well, there’s three ways – you shop around, you ask around and you wait around. I’m telling you to ask the […]

Avoiding Snake Oil – Part 1

Avoiding Snake Oil – Part 1 TRANSCRIPT: Small and medium sized businesses are getting taken every day because things like new technology, social media, Search Engine Optimization and Marketing, and Online Directories have created a new breed of ‘snake oil’ salesmen. All of these have value and all can be important, but all of these can […]

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 […]

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 […]

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 […]

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 […]

Manager TOs

Manager TOs TRANSCRIPT: This Short and Sweet video lesson from Steve Stauning is titled Manager TOs. TO is a term used in the automotive space that refers to a situation where a manager would get involved with a prospect who has not yet bought. The sales person will “turn-over” the prospect to the manager. This […]

Creating an Appointment Culture – Part 19

Creating an Appointment Culture – Part 19 TRANSCRIPT: What are the top takeaways about an appointment driven culture for owners, general managers, new car managers, used car managers, internet managers, and F&I managers? The number one takeaway is really that if you have an internet team, for example, they can’t do it alone. Every manager […]

Creating an Appointment Culture – Part 18

Creating an Appointment Culture – Part 18 TRANSCRIPT: We have talked about the ‘be-back’ process and the owner-marketing process. We will do more training on those later. We have talked about internet sales. There really are eight ‘must have’ processes for any dealership that is in an appointment driven culture. One is your internet sales […]

Creating an Appointment Culture – Part 17

Creating an Appointment Culture – Part 17 TRANSCRIPT: Step four in the Perfect Appointment is “Show Time!” It is the in-store VIP Treatment. You want to greet and treat whoever the prospect is like a VIP, preferably by a manager. If not, you are going to do a management TO right away. Let’s assume you […]

Creating an Appointment Culture – Part 16

Creating an Appointment Culture – Part 16 TRANSCRIPT: The third step in having a perfect appointment is something called Pre-Appointment Preparation. Remember, managers need to be deeply involved in all four of these appointment processes otherwise you will not have a Perfect Appointment, and you will not close them at eighty percent. Part of the […]

Creating an Appointment Culture – Part 15

Creating an Appointment Culture – Part 15 TRANSCRIPT: The second step to the Perfect Appointment is something we call appropriate appointment confirmation. Appropriate appointment confirmation is a tough process to write about because, really, every appointment can have a different confirmation process depending on how far out the appointment is set. The goal is the […]

Creating an Appointment Culture – Part 14

Creating an Appointment Culture – Part 14 TRANSCRIPT: Now it is time to talk about the Perfect Appointment. The Perfect Appointment is the one that will close at eighty percent for your internet appointments, but interestingly you can close all of your appointments at eighty percent. If you follow the Perfect Appointment for any sales […]

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