Leadership Skills

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 […]

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 13

Creating an Appointment Culture – Part 13 TRANSCRIPT: From an internet standpoint, it is important to understand that your store really is just one of nine that is competing for a prospect’s business. Prospects will submit multiple leads on multiple sites. Or, in some cases the aggregators, the people who aggregate leads then sell them […]

Creating an Appointment Culture – Part 12

Creating an Appointment Culture – Part 12 TRANSCRIPT: In the last session from this lesson, we learned what it would sound like to leave a really compelling voicemail. We left a voicemail that created a sense of urgency for a prospect or a “be back” who was interested in a new car. Now, we are […]

Creating an Appointment Culture – Part 5

Creating an Appointment Culture – Part 5 TRANSCRIPT: This is some really ground breaking stuff here… Appointment driven cultures have appointment driven goals. Meaning the goal of our digital marketing is to drive conversions. It cannot be branding, impressions, or engagement. Those can be side benefits of digital marketing, but our true goal that our […]

Creating an Appointment Culture – Part 3

Creating an Appointment Culture- Part 3 TRANSCRIPT: Right now you are probably living off the Up-bus. What does that mean? It means your traffic goes through peaks and valleys. Most of your traffic is probably on the weekends, creating lots of bottlenecks. See, when you live off the Up-bus, your traffic controls you. What we […]

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