Have an ongoing two-way, open and honest dialog
For communication to be successful, there needs to be an ongoing two-way, open and honest dialog. This specific dealer develops employee trust through quarterly employee focus groups and approaches employee development via coaching. Employees are asked what they are hearing and to share their perspective on customer’s needs. Leadership continually shares company news, customer experience scores and performance measurements each month, letting everyone see the impact of their customer and employee interactions.
Make employees a hero to the customer
Employees are coached that it is “their customer” with a customer for life philosophy. Employees are given parameters to use when making decisions during customer interactions, and then are “coached-up” if there was a better option. They leverage best practices between locations, and ask employees for solutions as they are closest to the customer.
Set convictions that describe culture, core values and operating practices
Establish a list of convictions that align with the dealership’s culture, core values and operating practices. This specific dealer Includes a conviction to “create a team environment where employees are empowered to succeed”. They conduct an employee engagement surveys and leadership assessments to gain honest, anonymous feedback. By communicating the results and sharing employee suggestions, leaders gain and increase trust of employees.
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