1,000 dealers share their thoughts about chat, text and messaging in general...and how these communications pay off. SEE HOW
I have never been a huge believer in negative reinforcement. The tough thing as a manager is to figure out what actions to take when you have repeatedly told your guys what to do and they fail to listen. So what is the best way to handle a situation like that?
We have been trying for years to fix an ongoing problem we have had at the dealership. We ask our sales consultants to turn in a "guest trek card" every time they talk to a guest. It is a very easy thing to do, but they still struggle to stay on top of it and get all their cards turned in. There is always a million excuses as to why they weren't turned in (none of which I buy). I have tried to help them see the big picture and to understand the importance of tracking all of our customers, but they don't seem to care. I have taken half deals, but they don't seem to care. My final attempt was to put together a negative spiff program associated with turning cards in every day. As you may guess, it went over like a ton of bricks when I threatened their money.
Unfortunately for them, I'm at the point where I don't care anymore and I don't see any other solution to the problem. I thought about a positive spiff program but I feel like I shouldn't have to pay them to do their job. But maybe there is another solution and I'm failing to come up with it.... Any thoughts?