At Your Service!

2-8-09 Apex, NC... There is a current mindset today that is keeping service departments busy. People are fixing rather than buying. Customer pay is up. Even independents have full parking lots. But here is the ticket. Customers are visiting the dealerships; they are just coming through a different door. If we give them a great experience, even an oil change and rotation gets a customer clean, we can eventually get them back in the showroom. Have the salespeople help during the morning service rush. People buy from familiar faces.

Smile, listen and go that extra mile so they continue to come in, even for the most mundane of services. Every single customer could use new wipers, a battery assessment, and a belt/hose examination. Service by definition is taking care of needs. Do not forget that taking care of needs is the first step to taking care of wants. There are great products and great deals no matter what door the customer comes into.

Happy selling!

Gotta Long Way to Go and a Short Time to Get There

2-06-09 Apex, NC... Back in 1977, Bo(Bandit)Darville and Cledus(Snowman)Snow had a job to do. Bring 400 cases of Coors from Texas to Georgia in 28 hours. At the time you could not buy Coors east of the Mississippi, so they were on a mission where speed was critical. They had a goal and an objective. They were persistent and focused on the task. Simply put, they knew what they had to do and nothing else mattered. Defeat was not in the vocabulary. Of course this is a Burt Reynolds and Jerry Reed farce, and of course I have seen it a gulzillion times, a great flick. But to me it is a business/ motivation movie. The boys were doing business. And they were having fun. Isn't that what it is all about? In the end, they were rewarded with a brand new assignment, this one as impossible as the last. Bring chowder back from Boston in 18 hours; with a quick switch of cars, they headed north in a bright red Caddy. They had a job to do and they do it well...

Yep there are lessons galore in Smokey and the Bandit. Persistence does pay off big time. The customer is indeed always right. Teamwork is essential. You crash without it. There are a lot of lessons. A big mistake in business is to group goals and objectives as one. Goals and objectives are not the same. The goal to get the Coors to Georgia, is different from the objective of doing it in 28 hours. Sadly, businesses confuse these all the time. There are also decision making and problem solving issues galore for both Bandit and the Snowman throughout the entire movie. Sadly, businesses confuse these two as well... Often to the detriment of all involved, they are two different things.

It is okay to focus on the big picture, the Bandit did. But he realized that it's the teeny things that get you there and you just can't do it alone no matter how good you are. You are only as good as your results.

Well I have to go... As for me... I am eastbound and down...

Happy selling!

Custer's Not So Last Stand

2-5-08 Apex, NC... I had the privilege of listening to Scott Custer, CEO of RBC Bank, yesterday at NC. St. His presentation was part of the Lecture Series in the School of Management. I knew that if I could learn one thing, it would be well worth it.

Here is what he said... There are three reasons for corporate failure. The first is losing touch with your constituents. The second is losing sight of the market and the market conditions. The third is having a complex bureacracy.

I believe the car business often meets these criteria; but as he was speaking, I immediately thought of CONGRESS. Big Time. Think about it; it is not a giant leap.

Here are Mr. Custer's keys to success... Get along with everyone. Find your nitch. have common sense. Put fundamentals in place. Make grounded decisions. Have integrity and ethics. Focus on knowledge-based opportunity. Change non-productive behaviors. Be forward thinking. Stay ahead of the innovation curve.

Happy selling!

656,976 is the Lonliest Number

2-04-09 Apex, NC... Two words, consumer spending... In January, the automakers industry-wide sold 656,976 cars and light trucks (WSJ). That is less than eight million when you multiply by 12. I still think the 12 million total this year will happen... But that is five million less than what we really want as an industry. it is not the business plans or the restructuring. If you breathe and are a GM employee you are being offered a buyout as I write, so that is not it. Getting consumers to start buying big ticket again is challenging and difficult. Making the most of every customer who walks into the store is the easiest part. GETTING THEM TO WALK IN IS THE MISSION. We need buyers. Even with the Senate's help to give tax breaks on loans is not enough.

Spring fleet sales will help, so will a President's sale, but when Toyota is down 34%that tells you no one is out there buying. The imports are my key indicator.

Here is also a big problem. I lease. I have for 15 years. I cannot get a good lease out there. That's a factor. People who are credit challenged (sub prime) simply are not getting bought like in the past. That is a another factor.

The sharp salespeople are busy, but many average players are not that sharp. Here is a fact. People will buy again when money is not so tight. If you are a customer, I have never seen better opportunities. If you are a salesperson be as ethical as you are sharp. Training helps... If you need me I am there to help you get better.

Happy selling!

The Voice Among Voices

2-3-09, Apex, NC... Even the President is on the bandwagon about the fact that things are "dark and getting darker" in reference to the current economy. Someone has to yell out that this thing is cyclical. There is still an unlimited amount of people out my work window, and an unlimited amount of money. If you don't think so then where is the stimulus money coming from? Hey, I was born at night, just not last night.

Get up. Wipe the ashes off your forehead. Take the dang hair shirt off and find a customer. Customers are not proactive right now. Okay...so find one then. I am dang sick of this feeling sorry for me bull. Everyone is worried about work. Everybody is worried about money. Ohh... I am not talking about the customer, I am talking about salespeople. I am talking about YOU.

Rush Limbaugh, love him or hate him said this...It is up to you to fix this mess one person at a time. We simply cannot wait for the government, or anyone else to fix this. This is America. It is called the United States for a reason. Do not give up. I will not accept it.

Be a voice with me. Do not be negative, that is wasted energy. Knock off the doom and gloom.

We are talking ourselves into misery. We have made this worse, each of us. How about talking yourself into SUCCESS... Opportunities are around your next corner.

Happy selling!

Consumer Confidence

2-2-09 Apex, NC... The key to getting the economy rolling again in the right direction is to get the Consumer Confidence Index back up. Currently it is 37; a year ago it was in the 80's... we have to fix that. I am no economist, but as a sales expert I can honestly say that no one cuts, scrimps, saves, or eliminates their way out of recession. You must GROW your way out. You must spend your way out. Just the strategy of buying what you need will help jump start the economy. People are holding back, waiting to get laid off. This is a terrible mindset. Remember this... SALES drive the global economy. Sales define capitalism.

Happy selling!

Is It a Coincidence?

2-1-1959... Apex, NC... Why not?... 1959 is the same calendar...This following is so interesting that I just have to share it...

The 2009 calendar is exactly the same as all these years... 1903, 1914, 1925, 1931, 1942, 1953, 1959, 1970, 1981, and 1987.

Unbelievably, these were all challenging years for the U.S. Economy and in particular the Auto Industry, what can this coincidence tell us about 2009?

Recessions(Depressions), WAR, and Change happened in these years... 1903 was the birth of Ford, 1914 was the start of World War I, and so on... 1959 was a recession recovery year, 1981 often is compared to the events in 2008, and 1987 had a major October stock market crash!

ALL of them are memorable for challenge... here are more... 1931, DEEP DEPRESSION, 1942 The WWII effort stops the car industry; 1953 the Korean War, 1970 the height of Vietnam... Very weird...

I say let's break the chain this year. So send this blog to 25 people and you will have good luck forever... Ohhh... Sorry, wrong kind of chain... my bad!!

I believe in 2009. I personally kicked 2008 in the butt as it walked out my door; what will the year bring? Based on history, some interesting stuff...

P.S. Happy birthday to my favorite sister GERALYNN... Miss you!!!

Happy selling!!