Mind Tilt Podcast: Episode 15 – Joe Webb – Show You Care

by ANDY WARNER on OCTOBER 27, 2011

Welcome to episode 15 of the Mind Tilt podcast.Joe Webb, founder of DealerKnows Consulting, joined me this week.

Joe and I connected briefly before the 2011 DrivingSales Executive Summit. Our conversation focused on improving the relationships between employees and customers and employees and employees. The automotive space is notorious for mentioning the importance of “improving relationships” or “building rapport” between employees and customers. This is a standard step taught in every sales process. Unfortunately, very few automotive dealerships focus on improving the rapport between co-workers. Relationships between employees are typically poor, thus, the relationships between automotive staff and consumers is adversarial as a result. Ironically, a high percentage of successful dealerships have wonderful relationships among their personnel.

The funniest man in the car business and I discussed ways these relationships can be dramatically improvedand improve revenues.

Mind Changing Thoughts Discussed

Improve process transparency–with customers and with staff. I stated this point in the introduction, but I needed to highlight it again for emphasis.
Focus on great customer experience. DUH! But focusing on great customer service now, will save you from headaches in the future. Also, the digital foundation of great customer experiences now, will help grow your brand in the digital space and beyond.
Make your dealership a great place to stay, not a great place to start. Create a hiring, training and promotion process. You will take on less people, but these people will be more efficient, personable and successful than just hiring a herd of people and hoping for the best to remain.
Foster your community. Improve the culture among your co-workers and employees. You must “listen, engage, share and show you care” to improve the depth and breadth of your internal and external communities.
The Ernest Warner Podcast