Tag Archives: Automotive Consultant

Social Media Policy

Here is another post from archives in November 2009 and it is more relevant than ever. If you have read it, read it again or close the post. It was obviously from someone begging to learn and succeed. She knows who she is!!

What’s the best way to develope a social media policy for employees without sounding like “big brother” or defeating the purpose of an “open conversation”?

Julie,
I find that it is best to research and find specific negative social content and then allow them to see the damage potential it can have personally. This will help demonstrate how that will affect them professionally. Then, have a special day for the creaton of the process and policy of the company in regard to social media. Invite, in fact “make it mandatory” that everyone attends to help create the process, policy and the “consequence” for breaking the rules. Make it fun, have lunch brought in or have a day away so they feel involved. Then you can moderate and get their thinking channeled to the severity of the consequence. This will let them understand you feel the need for a policy but want their input to write it and that you are serious without the big brother approach.
People usually live better by the rules they help create. They also tend to monitor it better themselves if you give them the power of pride.
From there, have a monthly review day to get their input and check progress. Also make sure every new emloyee understands and ask them for ideas they may have. Be sure to include the company e-commerce and social marketing review day in your employee pack.
Empower them to make the rules, then require them to adhere to those rules or suffer the consequqence you all created together..
In my opinion, this works best.
KC

More About Kim Clouse and I Auto Consultants

Kim is managing owner of I Auto Consultants and is always evaluating solutions that set standards for truly assisting car dealers.  He only works with select strategic alliance professionals who are quantifiable and share the vision of bringing about true change at the dealer level.

Clouse states that helping the dealer control cost while avoiding the Snake Oil in this industry is paramount for i Auto Consultants.  I have been fortunate to learn from exceptional people for over 2 decades. When teaching dealers and their personnel took a back seat to creating new ways of fleecing, I hit eject. I returned to the sales floor for a blessing in disguise  5 more years. At this point in my career I am returning to stop the fleecing of dealers and share what I have learned.

Kim Clouse has been a member of Southeast Toyota Pro’s – Master Level, GM Mark of Excellence for multiple years, Cadillac e-certified and Honda i certified. His training and experience works across all makes and he has extensive experience in marketing and advertising in his background.

If you want to succeed pay attention!!!
It is time to cut the waste and the BS.

Kim Clouse

Managers, Are You Leading or Just Passing Through?

Every dealership I have visited lately has the phone calls tracked or not, going to the switchboard or BDC. Then they round robin to sales staff if the BDC is busy “We know that never happens;” The problem is either the GM, GSM, or phone king still will not make it mandatory that the BDC or salespeople have inventory, incentives, and information open on their desktop all day.  We have to sell the appointment! Please, how ridiculous.
They all have computers but they refuse to use the data or, the login to pertinent data is top secret. I knew it, gotta have an appointment then a 4 square right? I call BS and in 2018, we are still doing this on the sales floor at many dealerships..

Managers who keep information from sales staff are practitioners of Bovine Skitology period.
We know all of our customers are online. We know the manufacturers and everyone else who can gives them data that is, for the most part correct. Below is what I hear when I listen to calls. But are all of the walk in customers immune to the data flow we are feeding to the universe?  It is simply impossible.
Be ready or stay away from customers, period!

Thank you for calling ABC motors: ” Yes new car sales please” one moment: “new car sales this is Joe Bob,”
“kelp ye?” (Yes seaweed) ” I am calling about the 2017 Camry you have listed on whatever .com, gold with tan leather, is it still available?”
“Yep sure is” ” can you tell me anything about it?” “I think it has been marked down to $21699 but I can beat that a ton” “Really, online it says must go $14650.00 out the door” That’s a typo. Oh, okay do you know what it should actually be?” ” Naw, but I can git with the manager and call you right back, whats that number?”   click:

Now, they tell everyone about this highly professional individual at XYZ dealership.
The other thing is “get this now,”  we have started slipping away from the basics again. I know it is hard to believe, not us. Now that people are selling cars we are right back to the shortcuts. If you are always looking for the easy way out, get out of the car business. You are the reason we we have obstacles with our customers and they have a hard time respecting us, this is our problem. Get rid of the dead weight and start practicing customer service.

Either way you loose the deal.

Does anyone else see this? If you are doing this, do you need to be at Burger King saying, “would you like some fries with that?” When phone prospects buy over 85% of the time, why screw it up? If you do not know what you are doing or you do not feel comfortable, stay away from the phone, pay attention and learn.
Managers, do not lose focus on the fact that you are responsible for taking up slack. In a store the other day I watched in amazement as a lady who had lost her 2 of the family vehicles in recent storms call back 3 times to get to someone. Instead of just taking the call, the managers had to find a sales specialist to do it. Yep, five more minutes observing fault instead of contributing to leadership. I would have fired their ass if I had the authority.

I’m just sayin!

Sell Cars, Have Fun. It is still possible.

Kim Clouse