Why Do We Do This?
Zig Ziglar had been a strong positive influence in my life. One of the many statements that influenced me was "You can have everything in life you want, if you will just help enough other people get what they want" This is one of the cornerstones that I have built my personal life on. If you make it your mission to lift other people up, it will create a quality of life that we all desire to achieve. Let's look at some things people want in our dealership environment and what it would mean to us to help them get it.
Our customers rely on us to take their cars in and take care of any concerns they've listed. When they picked the vehicle up, it's obvious they don't want any mistakes in that transaction. They want their car clean and repaired correctly the first time. Could you imagine if they had a concern about the right outer door handle and the repair order listed a correction was done on the wrong handle, the response would not be positive. We have to help other people get what they want and provide them a no flaws visit.
One of the most common complaints I hear from customers, is that it took too long with their oil change or other repair while they waited. We want dealerships to value their time as much as you value yours. It should never take an hour and a half to perform an oil change on a customer's car. We have to help other people get what they want and provide them a timely visit.
Most importantly, your customers want to know that you care. You can make a mistake, or take extra time and be forgiven, if the customer understands how much you care and believes it. We have to help other people and let them know without question how much we care.
Getting What You Want
I hope, like me you'll take the advice from Zig Ziglar and understand that you can have everything in life you want, if you will just help enough other people get what they want.
Rob Gehring, President
Fixed Performance Inc.
Rob is President and Founder of Fixed Performance Inc. which he began over 15 years ago. His passion for customer care and helping others has assisted hundreds of dealerships with their fixed operations performance. His common sense coaching and training lifts people up as individuals and team members. With over 30 years of dealership management experience, he understands and respects the daily challenges of fixed operations. Placing a strong value in people and best practice processes always provide growth. His articles have been published regularly in national publications and weekly newsletters are read by thousands.