Frequent travelers have many choices when choosing airlines. Some choose an airline for their frequent flier benefits; some for their convenient routes or frequent itineraries and some have airlines chosen for them by their companies. For many years, Delta Airlines has been at or near the bottom of almost every survey conducted regarding airline customer service. In fact, they were named one of the worst 15 companies (out of all companies) for customer service by the American Consumer Satisfaction Index. Delta finally decided it wanted to change. How could they transform their reputation from that of an airline with horrible customer service to the opposite, however? They spent a long time living up to their bad reputation. How could they possibly change that image and regain the trust of travelers?

A recent article tells the story of a Delta employee going above and beyond for a traveler. A story so out of character from their reputation that you’re forced to consider the fact that maybe... just maybe… they’re sincere.

A traveler returning to the U.S. from Paris had accidentally dropped her passport into a mail bin. As she proceeded to freak out thinking she’d be stranded in Paris, while everyone explained that she’d have to wait for the postal officials to open the box, one person listened and assisted her in her time of need. That person just happened to be a Delta employee. The Delta employee personalized the problem and not only helped her get a boarding pass, then through security and safely onto the plane; he made sure that the next day her passport was retrieved and mailed back to her. This was done while also keeping her up to date numerous times throughout the day.

We don’t know whether this is a new strategy that Delta adopted which empowers employees to go above and beyond or not. However, if it’s not, the positive attention it got them should make them take notice.

Car dealerships typically start with a bad reputation in a shopper’s mind. If the customer is unfamiliar with your dealership, statistically they just assume the dealership can’t be trusted. In fact, a Gallup survey done at the end of 2012 placed consumer trust in car salespeople right below that of Congress. In fact, car salespeople have been at the bottom of the list every year except 2011, when they tied members of Congress with a 7% honesty rating. Car salespeople's perceived honesty has never climbed out of the single-digit range in the history of the list.

Reputation management is certainly something that’s top-of-mind for most dealerships today. Cultivating and nurturing existing relationships towards a public display of affection (positive review) is still challenging to manage but with consumers being more tech savvy all the time, it’s getting easier. Of course, the opposite is also true. Consumers will much more quickly take out their frustration online concerning a poor experience at a dealership than they used to.

So how can a business maintain customer satisfaction (if they have earned it already) or rebuild the customer’s trust (if they haven’t)?

It’s important to teach your employees that every action they take is one that is a reflection of your business and set forth expectations that you have for them as brand ambassadors. Empower your employees to make judgment calls and take action to avoid a negative customer experience and reward them when appropriate.

Car dealerships start at the bottom of the hill and must make huge efforts on a daily basis to climb towards a solid reputation. Every misstep is magnified tenfold as a customer is more inclined to believe something that reinforces the stereotype. So it’s even more important for car dealerships to go above and beyond for their customers and make every possible effort to insure a positive customer experience for every customer, every time.

Delta still has a long road ahead to transform from an airline that lives at the bottom of the customer satisfaction chart to the top. But by encouraging and allowing its employees to make decisions like this, they’re taking a step in the right direction.

Frequent travelers have many choices when choosing airlines. Some choose an airline for their frequent flier benefits; some for their convenient routes or frequent itineraries and some have airlines chosen for them by their companies. For many years, Delta Airlines has been at or near the bottom of almost every survey conducted regarding airline customer service. In fact, they were named one of the worst 15 companies (out of all companies) for customer service by the American Consumer Satisfaction Index. Delta finally decided it wanted to change. How could they transform their reputation from that of an airline with horrible customer service to the opposite, however? They spent a long time living up to their bad reputation. How could they possibly change that image and regain the trust of travelers?

A recent article tells the story of a Delta employee going above and beyond for a traveler. A story so out of character from their reputation that you’re forced to consider the fact that maybe... just maybe… they’re sincere.

A traveler returning to the U.S. from Paris had accidentally dropped her passport into a mail bin. As she proceeded to freak out thinking she’d be stranded in Paris, while everyone explained that she’d have to wait for the postal officials to open the box, one person listened and assisted her in her time of need. That person just happened to be a Delta employee. The Delta employee personalized the problem and not only helped her get a boarding pass, then through security and safely onto the plane; he made sure that the next day her passport was retrieved and mailed back to her. This was done while also keeping her up to date numerous times throughout the day.

We don’t know whether this is a new strategy that Delta adopted which empowers employees to go above and beyond or not. However, if it’s not, the positive attention it got them should make them take notice.

Car dealerships typically start with a bad reputation in a shopper’s mind. If the customer is unfamiliar with your dealership, statistically they just assume the dealership can’t be trusted. In fact, a Gallup survey done at the end of 2012 placed consumer trust in car salespeople right below that of Congress. In fact, car salespeople have been at the bottom of the list every year except 2011, when they tied members of Congress with a 7% honesty rating. Car salespeople's perceived honesty has never climbed out of the single-digit range in the history of the list.

Reputation management is certainly something that’s top-of-mind for most dealerships today. Cultivating and nurturing existing relationships towards a public display of affection (positive review) is still challenging to manage but with consumers being more tech savvy all the time, it’s getting easier. Of course, the opposite is also true. Consumers will much more quickly take out their frustration online concerning a poor experience at a dealership than they used to.

So how can a business maintain customer satisfaction (if they have earned it already) or rebuild the customer’s trust (if they haven’t)?

It’s important to teach your employees that every action they take is one that is a reflection of your business and set forth expectations that you have for them as brand ambassadors. Empower your employees to make judgment calls and take action to avoid a negative customer experience and reward them when appropriate.

Car dealerships start at the bottom of the hill and must make huge efforts on a daily basis to climb towards a solid reputation. Every misstep is magnified tenfold as a customer is more inclined to believe something that reinforces the stereotype. So it’s even more important for car dealerships to go above and beyond for their customers and make every possible effort to insure a positive customer experience for every customer, every time.

Delta still has a long road ahead to transform from an airline that lives at the bottom of the customer satisfaction chart to the top. But by encouraging and allowing its employees to make decisions like this, they’re taking a step in the right direction.

​When did you last share with someone important why you enjoy him or her? We’re fast to convey disappointment or dissatisfaction with others, but uplifting the attributes in them we like feels rather strange.

Yet when it comes to building loyalty, whether in customers, coworkers or family members, nothing will engage their attention – and draw them to us in response – like taking the time to consider and then share positive observations about them.

You may be thinking that an idea like this has no place in the rough and tumble world of auto sales, when in fact, you wouldn’t be further from the truth. Anytime that there is any interpersonal friction, misunderstanding or a feeling of ingratitude, an uplifting and edifying discussion about the values you perceive in someone else will carry the day for a long time to come.

The hardest challenge for most of us is identifying specifically what it is we like about someone else – and then being courageous enough to share these observations with them. You don’t want to spin an attribute that’s not exhibited in someone, but you can identify qualities in him or her worth mentioning. This means though taking time to observe your employees/coworkers and learn their interests.

When you build up others, both you and the recipient should experience a lift while building the working relationship.

If your goal is to build a loyal customer base, there’s no better place to start than by building up your employees’ loyalty and engagement by making sure they know how they are valued.  Properly timed sharing of encouraging remarks like “things I like about you” is the most cost-effective means for improving employee morale and loyalty.

Here’s how this might work in the dealership. Chatting with a service advisor in the break room, the service manager says, “You know, Larry, I’ve known you now for what, three years? You know what I like about you? I like that you’re always punctual. I like the way you greet our customers and always have something to say to them that makes them smile. I like it that when you talk about your kids your stories are always upbeat; it’s obvious you love them very much.  I’m glad you’re on our team, Larry. Thanks for your commitment and loyalty. It means a lot to me.”

How would such words shared sincerely with you make you feel about your employer, your job and yourself? The fact that someone else took the time to recognize these qualities in another speaks volumes.

Life can beat us down, and no one is immune from life’s trials. We can’t do much about those matters, but we can learn to speak grace into others’ lives. Why not choose today to be a deliverer of grace to those who labor with you.

​When did you last share with someone important why you enjoy him or her? We’re fast to convey disappointment or dissatisfaction with others, but uplifting the attributes in them we like feels rather strange.

Yet when it comes to building loyalty, whether in customers, coworkers or family members, nothing will engage their attention – and draw them to us in response – like taking the time to consider and then share positive observations about them.

You may be thinking that an idea like this has no place in the rough and tumble world of auto sales, when in fact, you wouldn’t be further from the truth. Anytime that there is any interpersonal friction, misunderstanding or a feeling of ingratitude, an uplifting and edifying discussion about the values you perceive in someone else will carry the day for a long time to come.

The hardest challenge for most of us is identifying specifically what it is we like about someone else – and then being courageous enough to share these observations with them. You don’t want to spin an attribute that’s not exhibited in someone, but you can identify qualities in him or her worth mentioning. This means though taking time to observe your employees/coworkers and learn their interests.

When you build up others, both you and the recipient should experience a lift while building the working relationship.

If your goal is to build a loyal customer base, there’s no better place to start than by building up your employees’ loyalty and engagement by making sure they know how they are valued.  Properly timed sharing of encouraging remarks like “things I like about you” is the most cost-effective means for improving employee morale and loyalty.

Here’s how this might work in the dealership. Chatting with a service advisor in the break room, the service manager says, “You know, Larry, I’ve known you now for what, three years? You know what I like about you? I like that you’re always punctual. I like the way you greet our customers and always have something to say to them that makes them smile. I like it that when you talk about your kids your stories are always upbeat; it’s obvious you love them very much.  I’m glad you’re on our team, Larry. Thanks for your commitment and loyalty. It means a lot to me.”

How would such words shared sincerely with you make you feel about your employer, your job and yourself? The fact that someone else took the time to recognize these qualities in another speaks volumes.

Life can beat us down, and no one is immune from life’s trials. We can’t do much about those matters, but we can learn to speak grace into others’ lives. Why not choose today to be a deliverer of grace to those who labor with you.

Creating loyal customers starts with a loyal team. It is important that your employees feel valued and motivated on a daily basis. When your team is at its best, then you can be sure that your customers will be getting the best service.

Here are 5 communication tips to make sure that you and your managers are being effective communicators and motivators.

1. Plan for Success: Hold weekly and monthly meetings for plan for success and go over what goals have been achieved and what you are still reaching for. Stay focused and ask your team to write down their ideas and suggestions for a “Creative Meeting” to go over the growth of the company. Before your meetings be sure to have an outline sent to everyone that will be in attendance at least two hours beforehand and encourage your team to be prepared for brainstorming.

2. Know Your Employees’ Strengths: When hiring an employee, do a personality and strengths profile. This is important because you can learn what position they are best suited for and how they communicate. When implementing a new strategy or idea for your company or department, hold a strategy meeting and go over what you are planning to do with your company or department. Then ask your team to write down who they think would be best suited for the new task or position and ask them to explain why. Your team works with one another on a weekly, daily and hourly basis; they know each other’s strengths in much more detail than you will.

3. Have Clear Processes in Place: If you do not have a clear process for every task that needs to be done, there will be inconsistency and failure. So set your team up for success, and make sure to always anticipate anything that may come up. Have someone create a manual for each position and have processes in place so each employee will be able to be self-sufficient and confident about their position.

4. Be Proud of Your Employees: Set goals for your individual employees and your team. Have prizes and bonuses in place that let them know that you are proud of what they have accomplished. Encourage them to be self-starters, and thank them when they have stepped out of the box to help grow the division or company.

5. Turn Mistakes into Learning Experiences: When a mistake happens, take the time to determine what caused it, how it can be fixed and how it can be prevented in the future. Create a process write-up and hold a training meeting to use the mistake as an example to improve your department or division. Don’t focus on the employee; turn every mistake into a learning opportunity for your team.

It’s important that you take the time to motivate and communicate with as many employees as possible on a daily basis. By sticking to this consistently, you will encourage them to do the same. Over time you will have a team that is motivated and working together to grow your business and build loyal customers.

We want to know you best management tips for boosting employee morale. What have you done to help motivate your team?

Creating loyal customers starts with a loyal team. It is important that your employees feel valued and motivated on a daily basis. When your team is at its best, then you can be sure that your customers will be getting the best service.

Here are 5 communication tips to make sure that you and your managers are being effective communicators and motivators.

1. Plan for Success: Hold weekly and monthly meetings for plan for success and go over what goals have been achieved and what you are still reaching for. Stay focused and ask your team to write down their ideas and suggestions for a “Creative Meeting” to go over the growth of the company. Before your meetings be sure to have an outline sent to everyone that will be in attendance at least two hours beforehand and encourage your team to be prepared for brainstorming.

2. Know Your Employees’ Strengths: When hiring an employee, do a personality and strengths profile. This is important because you can learn what position they are best suited for and how they communicate. When implementing a new strategy or idea for your company or department, hold a strategy meeting and go over what you are planning to do with your company or department. Then ask your team to write down who they think would be best suited for the new task or position and ask them to explain why. Your team works with one another on a weekly, daily and hourly basis; they know each other’s strengths in much more detail than you will.

3. Have Clear Processes in Place: If you do not have a clear process for every task that needs to be done, there will be inconsistency and failure. So set your team up for success, and make sure to always anticipate anything that may come up. Have someone create a manual for each position and have processes in place so each employee will be able to be self-sufficient and confident about their position.

4. Be Proud of Your Employees: Set goals for your individual employees and your team. Have prizes and bonuses in place that let them know that you are proud of what they have accomplished. Encourage them to be self-starters, and thank them when they have stepped out of the box to help grow the division or company.

5. Turn Mistakes into Learning Experiences: When a mistake happens, take the time to determine what caused it, how it can be fixed and how it can be prevented in the future. Create a process write-up and hold a training meeting to use the mistake as an example to improve your department or division. Don’t focus on the employee; turn every mistake into a learning opportunity for your team.

It’s important that you take the time to motivate and communicate with as many employees as possible on a daily basis. By sticking to this consistently, you will encourage them to do the same. Over time you will have a team that is motivated and working together to grow your business and build loyal customers.

We want to know you best management tips for boosting employee morale. What have you done to help motivate your team?

Statistics show that a customer who has a good experience will tell 4 to 5 people. However, a customer who has a bad experience will tell more than 20. In addition, they will usually leave a negative review to go with that word of mouth to leave a permanent finger pointed at your dealership in a bad way.

Maintaining your online reputation is crucial to new customers and previous customers deciding whether to make you their choice. If you don’t manage complaints and deal with them effectively, you are losing what could be a loyal customer and preventing prospects from ever becoming loyal customers.

But maintaining that reputation doesn’t start online, it starts at your dealership with each and every customer.

Here are 6 Tips to Maintaining a Great Online Reputation:

1. Have someone assigned to monitoring your review sites.

It is important to know what is being said about you in the digital world. By knowing when a negative review is posted, you can have someone handle the complaint immediately, and hopefully have the customer revise their complaint into a compliment, (preferably BEFORE anyone sees the complaint).

2. Know How to Handle Complaints.

Everyone in your dealership should be able to “manage” their own complaints. If you are the only one equipped to handle complaints, this may monopolize your time, thus eliminating the time needed for planning, strategizing and development your department and your dealership.

3. Prevent Negative Reviews with Great Follow-Up.

A follow-up phone call should be made to each and every customer 24 hours after their purchase or service visit to make sure that they are completely satisfied. It is important that the person making these calls have the authority and knowledge to handle complaints and who to assign a customer to should they need to return. Having a minimum wage college student handle this for you may actually cause more miscommunication and dissatisfaction in the long run. Put someone in place that understands how a dealership runs and has a strict guideline for how to handle a complaint.

4. Give Great Customer Service.

I know this one should be a given, but I want to emphasize that great customer service includes knowledge, honesty, quality and sincerity. You can’t just put a smile on your face and expect people to worship you. You have to know your product so that you can answer their questions and gain their trust. Be sincere and let them know that you are there to help them, not rip them off. When you are not sincere, it shows and makes the customer leery.

5. Don’t Be Afraid to Ask for a Positive Review.

A lot of customers don’t even know that you have a review site or even think to post a review unless they are upset. Asking a satisfied customer to post a quick comment about why they love your dealership will give your online reputation a huge boost. Whoever you have making your follow-up calls could request this, or if you have a follow-up email created to go out to customers you could include a link in the email to make it easier for the customer. But it is important that if you include this in an email that you give the customer the option to voice a complaint. This can be a link that will allow them to submit a complaint to the General Manager. Otherwise, only having a link to POST a review could lead to more damage.

6. Know How to Handle a Negative Review.

When a negative review is posted, you need to do damage control and FAST. Before you contact the customer, do your research.

• Who was the advisor and technician or salesperson?
• What did they purchase or what service did they have done?
• Will they need to return to the dealership?
• How long have they been a customer?

When you contact the customer you should know and anticipate what they will say, want and need. Your ONLY goal should be to please that customer, not defend your dealership.

In conclusion, by preparing for complaints and negative reviews and knowing what to do to prevent negative reviews and unsatisfied customers, you will be able to proactively manage and build your online reputation to secure a life long supply of loyal customers.

We would like to know what strategies you have in place to build your online reputation and what you would recommend to our followers. What have you done to build your online reputation?

Statistics show that a customer who has a good experience will tell 4 to 5 people. However, a customer who has a bad experience will tell more than 20. In addition, they will usually leave a negative review to go with that word of mouth to leave a permanent finger pointed at your dealership in a bad way.

Maintaining your online reputation is crucial to new customers and previous customers deciding whether to make you their choice. If you don’t manage complaints and deal with them effectively, you are losing what could be a loyal customer and preventing prospects from ever becoming loyal customers.

But maintaining that reputation doesn’t start online, it starts at your dealership with each and every customer.

Here are 6 Tips to Maintaining a Great Online Reputation:

1. Have someone assigned to monitoring your review sites.

It is important to know what is being said about you in the digital world. By knowing when a negative review is posted, you can have someone handle the complaint immediately, and hopefully have the customer revise their complaint into a compliment, (preferably BEFORE anyone sees the complaint).

2. Know How to Handle Complaints.

Everyone in your dealership should be able to “manage” their own complaints. If you are the only one equipped to handle complaints, this may monopolize your time, thus eliminating the time needed for planning, strategizing and development your department and your dealership.

3. Prevent Negative Reviews with Great Follow-Up.

A follow-up phone call should be made to each and every customer 24 hours after their purchase or service visit to make sure that they are completely satisfied. It is important that the person making these calls have the authority and knowledge to handle complaints and who to assign a customer to should they need to return. Having a minimum wage college student handle this for you may actually cause more miscommunication and dissatisfaction in the long run. Put someone in place that understands how a dealership runs and has a strict guideline for how to handle a complaint.

4. Give Great Customer Service.

I know this one should be a given, but I want to emphasize that great customer service includes knowledge, honesty, quality and sincerity. You can’t just put a smile on your face and expect people to worship you. You have to know your product so that you can answer their questions and gain their trust. Be sincere and let them know that you are there to help them, not rip them off. When you are not sincere, it shows and makes the customer leery.

5. Don’t Be Afraid to Ask for a Positive Review.

A lot of customers don’t even know that you have a review site or even think to post a review unless they are upset. Asking a satisfied customer to post a quick comment about why they love your dealership will give your online reputation a huge boost. Whoever you have making your follow-up calls could request this, or if you have a follow-up email created to go out to customers you could include a link in the email to make it easier for the customer. But it is important that if you include this in an email that you give the customer the option to voice a complaint. This can be a link that will allow them to submit a complaint to the General Manager. Otherwise, only having a link to POST a review could lead to more damage.

6. Know How to Handle a Negative Review.

When a negative review is posted, you need to do damage control and FAST. Before you contact the customer, do your research.

• Who was the advisor and technician or salesperson?
• What did they purchase or what service did they have done?
• Will they need to return to the dealership?
• How long have they been a customer?

When you contact the customer you should know and anticipate what they will say, want and need. Your ONLY goal should be to please that customer, not defend your dealership.

In conclusion, by preparing for complaints and negative reviews and knowing what to do to prevent negative reviews and unsatisfied customers, you will be able to proactively manage and build your online reputation to secure a life long supply of loyal customers.

We would like to know what strategies you have in place to build your online reputation and what you would recommend to our followers. What have you done to build your online reputation?

The best tools in the world are only as good as their user. Similarly, loyalty programs are only as good as your employees make them. The best loyalty program in the world still requires staff buy-in to make it work. If a current program isn’t working, dealers should take a closer look at their culture and create strategies to develop a positive work environment and motivated employees. Here’s how to get started:

1) Find out what’s important to your employees.

The best way to do this is to conduct an anonymous survey. Not everyone is interested in great pay and benefits. Once basic needs are met, many people value things like recognition, advancement opportunities and training. Ask for suggestions.

2) Pay well.

Find out what your competition is paying and try to pay a little bit better. Give your employees opportunities for spiffs and perks, and put them in writing. Since benefits are important, offer the best you can afford. Here’s the thing: the best employees know they are good, and will always be looking for a place to work that includes good pay and benefits. Also, make sure your employees take their vacation days. Most people need time off to recharge so they don’t burn out.

3) Show your appreciation.

Thank and reward employees for a job well done. Gifts don’t have to be extravagant; it could be a pair of movie tickets or a free lunch once a week to the employee who has put in the most effort. Commend them with certificates or letters of thanks. Have an employee of the month and of the year. Remember their birthdays and give them a card.

4) Help them with goals.

Promote employees from within whenever possible, and help them identify a career path within your company. Most people don’t want to feel “stuck” in one position forever. Empower your employees to make decisions, set their own goals and then hold them accountable.

5) Make them feel like they’re part of a team.

A team can be the entire company, or departments within the company. Some friendly competition among teams can help motivate and boost energy levels. Make it clear how each person’s role contributes to the company’s goals, and therefore their goals.

What do you think makes a positive workplace? What makes you feel motivated and to go to work every day? Do you notice a direct correlation between happy employees and happy customers?

The best tools in the world are only as good as their user. Similarly, loyalty programs are only as good as your employees make them. The best loyalty program in the world still requires staff buy-in to make it work. If a current program isn’t working, dealers should take a closer look at their culture and create strategies to develop a positive work environment and motivated employees. Here’s how to get started:

1) Find out what’s important to your employees.

The best way to do this is to conduct an anonymous survey. Not everyone is interested in great pay and benefits. Once basic needs are met, many people value things like recognition, advancement opportunities and training. Ask for suggestions.

2) Pay well.

Find out what your competition is paying and try to pay a little bit better. Give your employees opportunities for spiffs and perks, and put them in writing. Since benefits are important, offer the best you can afford. Here’s the thing: the best employees know they are good, and will always be looking for a place to work that includes good pay and benefits. Also, make sure your employees take their vacation days. Most people need time off to recharge so they don’t burn out.

3) Show your appreciation.

Thank and reward employees for a job well done. Gifts don’t have to be extravagant; it could be a pair of movie tickets or a free lunch once a week to the employee who has put in the most effort. Commend them with certificates or letters of thanks. Have an employee of the month and of the year. Remember their birthdays and give them a card.

4) Help them with goals.

Promote employees from within whenever possible, and help them identify a career path within your company. Most people don’t want to feel “stuck” in one position forever. Empower your employees to make decisions, set their own goals and then hold them accountable.

5) Make them feel like they’re part of a team.

A team can be the entire company, or departments within the company. Some friendly competition among teams can help motivate and boost energy levels. Make it clear how each person’s role contributes to the company’s goals, and therefore their goals.

What do you think makes a positive workplace? What makes you feel motivated and to go to work every day? Do you notice a direct correlation between happy employees and happy customers?