Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Grant Gooley

Grant Gooley Founder

Exclusive Blog Posts

My Dealership Story - Kristy Elliott

My Dealership Story - Kristy Elliott

Meet Kristy Elliott, the Dealer Operator at Sunshine Chevrolet and check out her dealership story. Learn how Kristy came from the non-profit world to …

Start With Why - David Mead at DrivingSales Presidents Club

Start With Why - David Mead at DrivingSales Presidents Club

DrivingSales was so excited to have David Mead as a keynote speaker during Presidents Club. David works at the Start With Why foundation with Simon Sinek, …

You Have a Position to Fill – Who Do You Hire?

You Have a Position to Fill – Who Do You Hire?

As much as you try to avoid employee churn, you’ll always need to hire someone. It might be to replace a staff who’s moved on in their care…

6 Tips for Better LinkedIn PPC Advertising

6 Tips for Better LinkedIn PPC Advertising

With a little over a year’s experience with LinkedIn Advertising and some insights from a connection at LinkedIn, I’ve put together a list of 6…

The 3 Laws of Extreme Ownership

The 3 Laws of Extreme Ownership

“These are all things that may help you justify your results. But is your dealer any happier because of this?” I just finished reading a…

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? 

 Unlock all of the community & features  Join Now