Stay grounded, keep your eyes on the road
Manager Minute: solid stewardship, customer service a constant amid change, at family-owned auto dealership
The tough economy and new technologies have changed the game for the auto industry, but one thing has remained constant: the need for good old-fashioned customer service, said Kurt Dennis, general sales manager at Ed Morse Bayview Cadillac.
“We don’t get every sale,” Dennis said. “But we make every effort. Follow-up is essential, whether a customer buys or not.”
Staying upbeat and positive is part of the corporate culture set from the top down — despite the pressures and challenges created by the downturn in the economy.
In September, the company celebrated a grand re-opening, showcasing its $10 million state-of-the-art remodeled facility. It was encouraging, and signifies future success, Dennis said. Employees watched the progress over the months, from temporary buildings and trailers.
“This is a family business, with their name on it,” Dennis said. To be successful at his job, Dennis recognizes that his boss, “lives and breathes the business 24 hours, seven days a week. My job is to be there for him, to give my opinion if he asks.”
Creating a positive work environment and training empowers employees, said Dennis, who began selling cars in 1991. “If you’re going to be a manager, you have to understand the sales process first. Employees get leadership coaching and sales and finance training. Employees are encouraged to network, participate in community and charity functions and events.”
Positioning staff for success also means understanding how customers shop and buy: social networking on Facebook gives employees another way to communicate with customers. Internet sales have increased.
Dennis starts his day walking through the dealership, chatting with everyone to get a pulse of the people. “You have to be hard on people, but also kind and understanding and adjust to what they are going through,” he said.
Taking notes
Hiring someone is just the beginning: Don’t abandon your employees. The biggest mistake a manager can make is thinking he or she doesn’t have to follow up with staff. Involve them in brainstorming and decision making.
Have the answers: Understand your market and demographic for effective forecasting. See the big picture and what’s in front of you at the same time.
Communicate: Listen, discuss and comprehend to be an effective leader. Articulate the message in more than one way, at meetings, in notes, one-on-one.
Originally posted by Cindy Kent - South Florida Sun-Sentinel
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Barry
