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 […]
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 […]
How To Gain & Maintain a 5-Star Online Reputation (PART 12) TRANSCRIPT: Alright. We’ve gone through the 8 steps. Don’t leave me now because we’re going to do some best or worst practices here, but I’m just going to review the 8 steps. The bottom line is that these reviews, this stuff online, social reviews, […]
How To Gain & Maintain a 5-Star Online Reputation (PART 11) TRANSCRIPT: Alright. We got our social media policy, we’ve written how we’re going after snipers and trolls and what we’re going to say, but what about online reviews? A single bad online review, unlike a social media rant, can hurt your revenue for years. […]
How To Gain & Maintain a 5-Star Online Reputation (PART 10) TRANSCRIPT: So we assessed, we found something negative about us, we need to address it, but we’re going to do it with specific guidelines. You need to write 2 sets of guidelines for your business, one for traditional online reviews. Traditional online reviews are […]
How To Gain & Maintain a 5-Star Online Reputation (PART 9) TRANSCRIPT: Alright. Now we fixed it, right? We determined the buzz, we found what was true, we repaired, we replaced things, we got a strategy, we identified the raving fans, we’re enlisting our raving fans, they’re leaving us these great 5 star reviews, now […]
How To Gain & Maintain a 5-Star Online Reputation (PART 8) TRANSCRIPT: Alright, but why should I work to generate positive reviews? Isn’t just fixing the problem, remember step 3, I fixed all my problems, “Steve, isn’t that enough?” It’s not enough. A couple of reasons. One, we talked about it. Only 1.5% of people […]
How To Gain & Maintain a 5-Star Online Reputation (PART 7) TRANSCRIPT: We’re going to enlist these raving fans in step 6. Now I showed you a review a second ago, we’re going to dive into that review here in just a second. Step 6 is we’ve identified those raving fans in step 5. In […]
How To Gain & Maintain a 5-Star Online Reputation (PART 6) TRANSCRIPT: Alright. Now we’ve got a strategy, we got step 5, we’ve got to identify our raving fans. We got to figure out who’s most likely to give us a 5 star review. This is critical. It’s absolutely critical. You cannot just ask everybody […]
How To Gain & Maintain a 5-Star Online Reputation (PART 5) TRANSCRIPT: All right, so we’ve investigated, we’ve done our repairs, replace, we fixed our business, our business is great. Now we have to devise a strategy to move forward. We can’t just jump forward and jump to 5-star reviews. Now that everything’s been fixed, […]
How To Gain & Maintain a 5-Star Online Reputation (PART 4) TRANSCRIPT: So that takes us to step 3, right? We gauged the buzz, we determined the voracity, now we’re on step 3. We need to repair or replace the issues, we need to find out what the issues are, and this is leadership, folks. […]
How To Gain & Maintain a 5-Star Online Reputation (PART 3) TRANSCRIPT: All right. Let’s jump ahead now. We’re in step 2. We’re going to determine the voracity. Some of you are probably like, “Well Steve, that’s a big word. What’s that mean?” Voracity just means true. We’re going to find out are the reviews […]
How To Gain & Maintain a 5-Star Online Reputation (PART 2) TRANSCRIPT: So let’s dive into it because you know what? Because we don’t know what we don’t know, the first step we need to do is we need to gauge the buzz, we need to find out what’s happening, we need to figure out […]
How To Gain & Maintain a 5-Star Online Reputation (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video training session. Today’s lesson: How to Gain and Maintain a 5-Star Online Reputation. We’re going to teach you how to go from good to great in twelve short lessons. This was from […]
Today’s Lesson: Focus on those things that actually move the needle. ZMOT… Big Data… and now Micro-Moments?!?!? Unless you’re the CMO of a Fortune 500 company, it’s better to focus your marketing and sales efforts on those things you can (1) Easily Measure; (2) Quickly Understand; and (3) Successfully Influence. For most of us, […]
Car Dealer Phone Ups: The 5 Types You Handle Today (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another “Steve Stauning’s Short & Sweet Video Training Lesson”. Today’s lesson: The five types of sales calls that car dealers find themselves in today, and why your BDC is probably your best option. Now, it’s important […]
Be-Back Training: Getting a Be-Back to Be-Back TRANSCRIPT: Hi, this is Steve Stauning with another ‘Steve Stauning, Short & Sweet Video Training Lesson”. Today’s lesson: Getting a Be-Back to be back. This is the three minute be-back process that actually works. Now, it’s important to understand with be-back processes in our dealerships today that […]
Overcoming Objections on the Phone: I’m Not Ready To Buy TRANSCRIPT: One of the most frustrating objections you can get if you’re a BDC agent or a salesperson on the phone with a prospect is one where you’ve given them all the information; you’ve been very helpful and you go to schedule the test […]
Today’s Lesson: Leading with real process requires real commitment. Real process improvement is like working out. We all want the outcome, but few are willingto put in the effort for very long. TODAY’S LESSON: If changing your company’s culture from seat-of-the-pants management to leading with repeatable processes was easy, then everyone would do it. […]
Today’s Lesson: Find the time or find something new to do with your life. If your people don’t have enough time to provide your current customers with a great experience, don’t worry; pretty soon you’ll have fewer customers. TODAY’S LESSON: Any loser can find excuses; winners find ways to make it happen.
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