Leadership 1st. Management 2nd.
by Amber Kossak
Are you offering 100% of vehicle inspection 100% of the time? Remember if you are not offering the service someone else will. If you are looking to increase ticket average or customer retention it might be as easy as offering the services you already have. You will need to put into practice Asking every time will help build repetition and trust among employees and customers.
In order to receive 100% of vehicle inspection 100% of the time, the right people matter. Employees play a major part in a successful business and you’re everyday level of service. There is a difference between being efficient vs effective, it is said “In order to be efficient you must do things right, but to be effective you must do the right things.” Peter Drucker famously stated that “management is doing things right; leadership is doing the right things” and “vision that allows them to set their sights on the things that truly merit attention” This can be taken many ways in how we conduct ourselves in our everyday life; however in regards to our industry we must look closely at how we can be a leader first and a manager second.
Understanding, compassion, loyalty, honor, respect, these words are extremely valuable but today they are rarely practiced. The # 1 buying factor is trust. So how do you accomplish building trust if you do not exercise respect, honor, or compassion? The great Stephen R. Covey said to “Seek first to understand then be understood”. It is difficult today to think of the other person as most people only see the world from where they sit.
Not all employees will be a leader and think ahead and think about how will this affect the other person? It is human nature to think of one’s self first and not the other person; however, in servicing customers and dealing with a growing business we cannot afford to have too many selfish situations. If we do many things will not work well. The marketing ideas you see would only be for the inventor themselves, the gadgets sold would only be for who invented them, and your employees would probably not sell anything because they would think with their wallet. No money would be made. We are in the money-making business but we are also in the people business. People do Business with People!
Going above and beyond… I love to see businesses that go above and beyond. Greet the customer before they even enter the bay, give them a GBB (Good, Better, Best) option, vacuum, offer them water or coffee, educate them on what you did and what they may need the next time, even walk them out to the car. Some businesses have benefited greatly from what they call a “no door policy” where their customers are not to touch a door. This does not mean if you offer this concept you will supersede your competition by 10 cars a day, but it is something that will separate you from your competition. Remember every action causes a reaction. When you are positive with your employees your employees will be positive with your customers.
“The challenge of leadership is to be strong, but not rude; be kind, but not weak; be bold, but not bully; be thoughtful, but not lazy; be humble, but not timid; be proud, but not arrogant; have humor, but without folly.” – Jim Rohn
It is possible to find a leader in everyone, however, an outstanding leader will not look for their own interest; they will build their team’s self-esteem. If people believe in themselves it is amazing what they will be able to accomplish!