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Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

The Right Process or The Right People? - The Million Dollar Question

Which came first the chicken or the egg would probably be a better title for this post.  The real question would be can the right people work inside of the right processes?  A glaring example of this is the 2003-2004 Los Angeles Lakers roster that was a sure bet to win it all with names like Gary Payton, Karl Malone to join the already amazing Kobe Bryant and Shaquille O'Neal. The team went 56-26 in the regular season and made it all the way to the finals which they lost 4 games to 1. I think it would be hard to argue that those talents weren't the right people, but I promise you they weren't working the right game plan or process to be successful.

It's easier to make the right process than it is to find the right people.  A well defined process can turn a mediocre salesperson into a rock star as long as the process is properly managed, by the right people.  The key to any successful process, is it must be managed properly and adhered to consistently.  Without those two major pieces, the best laid process will never achieve the goals it was created to reach.

The right processes can create the right people and the right people can turn their work ethic into the right process.  So it is definitely chicken or egg, however a killer process that is never adhered to is a futile proposition.  I have been in nearly 400 stores over the years and have aided dealers in creating some can't miss, killer processes but the ones that actually take off and have tremendous success with those processes are the ones that properly manage it and manage it consistently.

Employees will sometimes try to "wait out" management when it comes to the roll out of new processes.  They count on management not being consistent with it and hope the new process dies on the vine so they can get back to doing things like they always have.  When this happens time and time again people will start to always second guess anything new, it starts a vicious cycle. 

The right people have their internal processes set up so they are always successful .  Also they do not have problems adapting to new things if it helps them become more successful.  That is where the rubber meets the highway.  The right people, even the non superstars, are the ones that adapt to embrace things that help them do their job better.

Manage it properly + Be consistent = EXCELLENCE.

 

Jay Barr is the National Director of Training for iMagicLab.  Jay brings an exciting, energetic and unconventional, but highly effective, training style to dealerships nationwide. His unique style presents thought-provoking and stimulating topics in a very focused and entertaining manner. He guarantees that when he comes to your store, you will learn the software and processes that will make your dealership successful -and you'll enjoy every minute of it.

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