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Jared Hamilton
From: Jared Hamilton
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Grant Gooley

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Exclusive Blog Posts

5 Steps to Effective Offboarding

5 Steps to Effective Offboarding

In a widely-publicized case that’s still under litigation, Wolf Auto Center in Colorado alleges that two former dealership employees "used their…

Boost Your Car Sales in 4 Easy Steps

Boost Your Car Sales in 4 Easy Steps

As a car dealership owner, you’re always looking to boost your sales, even more so if they are on the low. If a neighboring car dealership seems…

Why Educating Car Shoppers Is So Important!

Why Educating Car Shoppers Is So Important!

The average consumer doesn’t understand the complex dynamics of the automotive industry. In fact, they probably don’t even care enough to learn about i…

OP-CODES?

OP-CODES?

      At one time or another, we are all (assumably) guilty of running the same service specials online month to month. Asking …

Top 6 Things Car Dealers Do To Make Car Buying Difficult

Top 6 Things Car Dealers Do To Make Car Buying Difficult

[youtube https://www.youtube.com/watch?v=3R7Y3kZIDVg] Your Turn To Drive discusses Top 6 Things Car Dealers Do To Make Car Buying Difficult.  Jim D…

A Takeaway From A 5 Star Resort In Jamaica

I recently had the best customer service I have ever experienced at an Iberostar resort in Montego Bay, Jamaica. 

While sipping on a red stripe (Jamaican Beer) I said to myself there is something to be learned here.

1. Employee Satisfaction

It kept running through my head "these people are so happy", the guy raking stones and cigarette butts off the beach was just as happy as the pool side, entertainment staff. How does a business create such a culture that consistently produces hard working, happy people across the board? It's not just a pay cheque, the guy who is raking isn't making much in Jamaica from what I was told..

2. Engagement

I know... "engagement" is just another over used term in the marketing space, however, i've never been so pleased with how people interacted with me at this resort. From the maid to the bartender, if you made eye contact you got a smile and a hello...every time! Where do you get that? Not at Target or McDonalds…That's a hard policy to put in place. How do you monitor every consumer - employee interaction? I don't think you can..

3. Accountability

So I did my research. I wanted to get to the bottom of how the Iberostar was so successful in these areas. My conclusion and findings were this:

Staff were rated, bonused, hired and fired based on surveys. As a customers, we were not forced to fill these surveys out. We were asked very nicely by the staff, only if they had built enough trust to ask us. I filled 2 out. 

4. The Takeaway

At our dealerships, OEM's put their own survey's in place. Do you have an internal survey?

I think that the way to make a survey like this successful is make it optional for the customer. Most of all, base the bonus structure on these surveys. Sales staff don't always get pumped about a spiff. Im sure they would think twice if it was a matter of another 5 to 10 points on the deal.

Heck make it their entire salary…(Ok that might be over exaggerating..but you get my drift)

If a customer won't take 5 min to fill out a survey maybe the employee didn't deserve it. What does that say? 

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