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Ron Henson

Ron Henson Director, Dealership Strategy & Development

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Do you have Roaches?

In this age of transparency I wonder if dealerships were completely transparent with customers, would they want to do business with them.  If your answer is yes, then good for you!  Kudos & bravo! 

I believe that the things we think and say shape the people we are and the culture around us.  While I certainly hope that the following things would never be said in front of a customer, I challenge you to ask yourself if they get said in the back room, or the sales office, or the shop, or anywhere else that is not within ear shot of a guest.  

Have you ever heard these terms in your dealership?

  • Mooch
  • Rat
  • Credit Criminal
  • Kicker
  • Stroker
  • Lay Down
  • Paperboy
  • Heater
  • Grinder
  • Roach
  • F.D.R.S.

The list can go on and on and I'm sure you could add a few of your own.  However, is this a protected secret language at your store and a time honored tradition or is it polluting your view of how important customers are to your business?

CSI has been and always will be very important to dealers, but when you put a different slant on the acronym it can become even more important to every single employee at the store.

                    C.S.I = CUSTOMER SUPPLIES INCOME

A mentor of mine, Lou Tice, has some sage advice when it comes to how we talk to ourselves and amongst ourselves.

  1. Smart talk gets you smart results
  2. Words and thoughts accumulate to build beliefs
  3. You move toward and become that which you think and talk about
  4. We think and act not in accordance with the real truth, but the truth as we believe it

Dealership culture can happen by accident or it can be shaped by leaders.  Chances are if it happens by accident it isn't quite top notch.  If your team speaks to and about customers as if they were the most improtant thing in the universe to your business, your culture will be as such.  

And by the way, customers are the most important thing in the universe to your business!

 

 

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