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Stephanie Young

Stephanie Young VP of Sales and Marketing

Exclusive Blog Posts

How To Find A Reliable Auto Body Repair Shop

How To Find A Reliable Auto Body Repair Shop

Finding a reliable and professional auto body repair shop is not as easy as it sounds. Unfortunately not every mechanic or auto repair shop will have your …

The Gap In Email Success - Part 3

The Gap In Email Success - Part 3

Yes Lifecycle Marketing recently released a study about gaps in email marketing. Check out the other parts of the series here: Part 1, Part 2. &n…

Are Remote Workers Happier Than Office Employees?

Are Remote Workers Happier Than Office Employees?

Here are some interesting insights about remote employees vs. office employees. I know many positions within a dealership don't have the option of remo…

Why You Need a Better Goal for 2017 than Simply “Sell More Cars”

Why You Need a Better Goal for 2017 than Simply “Sell More Cars”

The real driver of vehicle sales isn’t your new online buying widget, it’s access to credit. So, if your dealerships only goal for 2017 is to “sell m…

Car Dealer Protocol for Vehicle Sales to Customers with Built-In Breathalyzers

Car Dealer Protocol for Vehicle Sales to Customers with Built-In Breathalyzers

Working in the automotive industry is a rewarding experience, particularly working for a dealership at the front line of customer service and sales.&nb…

Customer Service Through Unscripted Caring

Each year, I make the pilgrimage from coast to coast to spend time with my family.  It is a journey I greatly anticipate as I find myself not only home sick, but in need of family time after a few months away.  I eagerly anticipate my work day to end and the voyage to begin with a dash to the airport.  This delight usually melts away like a snowman standing in the sun by the time I make it to the TSA security check point.

 

This year, I found an odd peace had settled over seasonal travel.  The airport was abuzz with first class treatment for all. It began at the airline counter with a holiday pass for a slightly overweight bag.  The TSA officers had smiles on their faces and preformed their tedious job like caring humans and not sheep herders.  The flight crew was not only helpful but cheery and humorous in performing their duties.  Even my carry-on bag received first class service when the pilot found a substitute for the overhead bins packed with goodies and gifts.  Suddenly, I felt like I was in a modern day version of it is a “Wonderful Life.”  This spirit of caring became so contagious, that I found myself joining in with other travelers as we sang to pass time and shared snacks during the long layovers.

 

Caring is not something that can be scripted or even put into words in a sales training manual.  Unscripted caring is cultured in the work environment.  When Automotive Management practices unscripted caring, there should also add this behavior to their sales performance training.    Just look at companies like Amazon and Zappos who have created an atmosphere with the “right” attitude for converting the mundane and making it exciting.  Cultivation this experience is what moves your products/services from ordinary to an extraordinary experiences that keeps your consumer coming back for more!   Interestingly, caring really does not take much additional effort or dollars to in order to create a huge impact.

 

Imagine what little things you can do to boost the value of the products and services your sell.  How would those little deeds of kindness motivate your buyers to shorten the sales cycle?  What would your work place be like if your staff and customers alike were untroubled and energized about doing business with each other?  In a market that has become so competitive and where every dollar seems to count, unscripted caring is the fine line between struggling for success and actually achieving success.

 

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