Women’s Wednesday #53: Have you earned your bragging rights?
Posted: October 5, 2016 by Anne Fleming, Car Buying Advocate
Does your dealership brag about your reputation? Do you constantly explore new ways to improve your interactions with customers and employees?
Women rely on reviews 50% more than men and especially like reviews by other women. Reviews act as your 24 x 7 brag board by letting others hear the voice of your customer champions.
- Be sure reviews are front and center on your website and social media efforts.
- Don’t limit your reviews to only glowing comments or they will look pre-screened. Show how you readily solve problems.
- Post reviews in plain sight. A bulletin board provides a good way to reinforce your performance. Include reviews where customers will stop and pause, like in your service lounge.
- Encourage customers to write reviews about their visit. Let them know you are using their ideas to improve your ability to deliver outstanding service.
An exploration board is today’s “suggestion box.” An exploration board is very open and inclusive. Dealerships can start the conversation by using “what if” statements to get people thinking about specific topics, like:
- What if each sales advisor sold an additional 5 cars this month?
- What if prospects were immediately comfortable when they walked in the showroom?
- What if today was the top selling-day of the year?
Here are tips for getting an Exploration Board started at your store:
- The board must be presented in a non-threatening way to gain participation from all. Using first names or initials can help keep the suggestions positive. Everyone’s participation is encouraged, and must be met with respect.
- Allow ongoing discussion of the ideas. Bring the exploration topics to staff meetings to encourage continuation of the conversation.
- Pick specific topics from the board and keep the discussion going. Turn suggestions into a new plan, adding metrics and goals. Post the results.
- Reward employees for participation. Let people know that their ideas can be brought to fruition.
Encouraging participation and showing the results makes a difference in your employees’ performance, and ultimately will drive more dollars to your store, boost morale and encourage healthy competition. Customers will feel that you are interested in their feelings and perceptions.
Employees whose ideas matter become happy employees, stay longer and interact better with customers. And that is really something to brag about!