Looking back to when I first started in the Automotive industry – fresh out of college – I thought I knew it all. Having confidence is one thing, but coming into any job with the attitude of knowing everything is not the best way to start. A little more than two months into the industry, I switched from being a sales consultant to become a BDC Agent. Not because I was knocking it out of the park, either. But rather, it was because I was not afraid to answer leads or answer the incoming calls. Dealers had a need, and I saw an opportunity. Sure, I was doing okay (after all – BDC's were something new in 2011/2012), but my phone skills were indeed not where they are today.
I will never forget the first mystery shop I got from Phone Ninjas. Instead of being eager to enhance my phone skills, I was combative. Now mind you, I still was a "green pea," with no industry – let alone any career experience, and yet here I was – nasty and condescending to the Phone Ninjas coach. Fortunately for me, the Phone Ninjas coach saw something in me. And for that, I am grateful.
When I say I was combative and nasty, I would spend more time writing emails trying to "debunk" their coaching email/training session than simply taking the training. After roughly four or five bad scores, I got a call from a new mentor who painted me a clear picture. Offering that while you have potential and talent does not mean it gives you the right to be obnoxious and combative. Take the darn training.
I had to ask myself if was really going to throw away the chance of building a career, discrediting myself because I was "too good" to take the training.
At that moment, I realized (and thank god) that training had merit, and more importantly, it had a purpose. Not long after, I fully embraced the Phone Ninja's technique going from a 1.4 to score near perfect scores (sometimes hitting that perfect 5, yes, that is the competitive nature in me). Using the technique and taking the training seriously – in part – helped build my career. After the dealership saw my results, it allowed me to build a BDC department for the dealership. At which point, we worked hard – with the Phone Ninja Coach – to train our new BD Agents, where the set rate went from the mid to high twenties to the high forties collectively.
Once I built the BDC Department, I soon expanded my role and delved into marketing and Business Development, becoming their Business Development Manager. Over the years, this lent itself to working with the OEMs directly, digital marketing, CRM Experience, free-lance writing, presenting key-notes conferences, and developing onboarding guides for dealerships.
Fast forward, some eight years later, and I still use the Phone Ninja's technique in my new career and everyday conversations. So while I could say "if I could go back in time" and change the past – it is the past. However, if there is one thing to take away from this, it is taking the training seriously. Understanding that while you might have talent, you can always improve your approach and refine your skills.
Besides, who doesn't want to be a Ninja?