Lisa’s Encounter With Bill Clinton

Lisa’s Encounter With Bill Clinton

By

Eric Twiggs

My friend Lisa, who is a Washington DC Lobbyist, shared the following story about meeting former President Bill Clinton at the White House in 1996: 

 After waiting in a long receiving line consisting of hundreds of people, they shook hands and Lisa told him about the firm she worked for, and what she did for a living.

Four months later, she was attending a local fund raising event, and in walks the President. Lisa was floored by what happened next.

Before Lisa could re-introduce herself, he called her by name, mentioned the firm she worked for, and recalled the exact details of their previous conversation.  So what does my friends encounter with Bill Clinton have to do with you? 

Lisa’s encounter left her feeling like the most important person in the room.  How much would your business improve if your employees felt this way after being in your presence?

The former President had the following skills that most successful leaders share:

Listening

The first skill is listening.    Leadership guru Ken Blanchard conducted a study of over fourteen hundred leaders and concluded that the ability to listen was the most important skill a leader must have when working with others.

 This week, listen as if there was going to be a written test given on whatever the other person is talking to you about. If you were preparing for a test, you would take notes and repeat back what was said to make sure you got it right.

You wouldn't be emailing and texting while the teacher was talking. Why not do the same when talking with your employees?  

Looking

Successful leaders have a habit of looking for the best in people.  According to research conducted by sociologist Charles Horton Cooley, people tend to see themselves the way others see them.   This research has been referred to as “the looking glass theory.”   

Lisa became a Bill Clinton fan because of how he made her feel about herself.     

This is why praising your people in public is critical.  It makes them feel important, and they will do more of what you praise them for.  Their level of self esteem will increase and so will their esteem for you. 

Summary

You may never run for office, but having a low approval rating with your team is bad for business.   If you commit to improving your listening and looking skills, your shop will be scandal free!

My name is Eric and I approve of this message!

How To Be Remarkable Instead of Invisible

How To Be Remarkable Instead of Invisible

By

Eric Twiggs

Are you remarkable or invisible?  As I reflect on this question, I am reminded of my experience at the Ritz Carlton Hotel.  I treated my wife to a weekend at the Ritz Carlton to celebrate our wedding anniversary.   When I made reservations for dinner, I mentioned in passing that it was our anniversary, not expecting any special treatment. 

Twenty minutes after we were seated for dinner, the waiter came over with a card signed by the entire staff wishing us a happy anniversary.   A few minutes later, they had a different waiter come over and present us with two complimentary glasses of Champagne. 

The next morning, I went to the workout facility.  Each machine had its own bottle of water and towel with it.    The following morning, we went to breakfast.  Even though I was meeting the new greeter for the first time, she said, "Good morning Mr. Twiggs, are you enjoying your anniversary weekend?" 

When I got the final hotel bill, it was MUCH more than I would normally pay, but because the experience was remarkable, I never thought to question the price.

 In that moment, I realized the following truth:  if you aren’t remarkable, you’re invisible.

What’s remarkable about your shop?   Are your customers writing blogs to their clients talking about you and your service?

I know what you’re thinking: “Eric, my shop stands out because we’ve been in business for twenty years, have trained technicians, and fix cars right the first time.”  Please don’t confuse doing the minimum with being remarkable!

For example, I’ll bet you’ve never written a five star Google review for an airline company that read: “They got me to my destination safely without losing my luggage!”   This is the minimum you would expect from your travels.    The starting point of being remarkable is to EXCEED what the customer is expecting.

 So what can you do to create memorable moments at your shop?  Keep reading and you will learn two ideas to help you stand out.

Have A Shop Meeting

At your next shop meeting, ask your team to tell you what they believe is remarkable about the experience you provide to your customers.    The goal is to get them to understand the difference between the minimum vs. the exceptional.   

Next, use a white board to brainstorm specific ideas to deliver remarkable service.  Below are some examples you can use to get the conversations going: 

•     Send handwritten thank you notes to your customers instead of just the automated       thank you card.
•     Make “thank you” calls to every customer and not just the top spenders.
•     Provide welcome gifts to new customers.
•     Leave a parting gift inside the car after the service. 

Decide To Be Different

 

Here is a critical tip: Find out what the other shops in your area are doing, AND DON’T DO IT!!  Being just like every other shop is a recipe for invisibility.  

For example, one of our clients named Jim found out that his competitors sent automated thank you cards to their customers.  Jim started leaving carnations on the front seat along with a thank you note to every female customer.  His decision to be different resulted in an increase in referrals and a decrease in one time visitors!

The times we live in make it easy to observe your competition.  Pay attention to their websites, internet reviews, and what they communicate on social media.   Calling them on the phone in the role of a customer,will also provide you with the necessary information. 

  

Conclusion

So there you have it.  Having the shop meeting, and deciding to be different will give you the necessary ideas to move from invisible to remarkable! 

I was willing to pay more at the Ritz Carlton, because of the amazing service I received.  I am also sharing the story over the internet.   If you implement these ideas, your customers will pay you more and talk about you online as well!  

The Kenny Rogers School of Customer Service

The Kenny Rogers School of Customer Service

By

 Eric Twiggs

Meet Jason, a Northern California shop owner with a thriving business.  After a slow start, he had improved his weekly sales from $7k to $18k, and was building a large following of new customers.  Jason was well on his way to becoming an ATI top shop and getting his plaque at the Super Conference.

One Tuesday morning, a young lady comes in with a 2010 Chevy Lumina that needed  tires, brake pads, and calipers.  Jason assured her that the job would be completed by five o'clock, and that she would receive a phone call, updating her on the vehicle status. 

 Jason's service manager forgot to make the phone call and the customer was taxied to the shop by her coworker expecting her car to be ready.    The job wasn't done and she was irate! 

Jason paid for a rental car and gave her an additional 10% off of the bill.   She came back the following evening and picked the car up.  “I am still not satisfied!  I want an additional $250 off!"  She said.  Jason responded: “The 10% off and rental car is the best I can do for you."

”OK Jason, I'm going to tell all of my friends to give you a bad yelp review and to never do business at your shop!" Jason replied:  “I’m sorry you feel that way, but that's my final offer!"

The customer did as promised and her network of friends gave the shop sixteen negative yelp reviews.  Within six months, Jason went out of business.    I believe that Jason failed because he was not a graduate of what I call “The Kenny Rogers School of Customer Service." 

In 1978, Kenny Rogers recorded the hit song “The Gambler".   The following well known chorus line applies to you: “You’ve got to know when to hold em, know when to fold em, know when to walk away, and know when to run."   In other words, you have to pick your battles! 

 In the old days we used to say that a happy customer would tell three people about the experience, but an unhappy customer would tell eleven.  In today's climate, an unhappy customer can tell eleven thousand people about you with one click of the mouse! 

The best way to pick your battles is to deliver your service in such a way that you don't start one!  When you do make a mistake, be open to negotiating a resolution, with a focus on the bigger picture.   Is winning the battle worth losing the war? 

When you factor in the time you will spend going back and forth, potential legal fees, and the lost future business from that customer and her network, the costs may add up to more than what she is asking you for.   Jason's failure to pick his battles cost him much more than $250!! 

If you become skilled at picking your battles, you can become a graduate of The Kenny Rogers School of Customer Service.    If you think that you can win every battle and are unwilling to negotiate, you are truly The Gambler!          

PS.  Email me at etwiggs@autotraining.net,  if you would like me to send you an instructional document on how to respond to negative reviews!

Elephants Don't Bite

Elephants Don't Bite

By Eric Twiggs

When was the last time you heard of someone getting bitten by an elephant?  As I reflect on this question I am reminded of “Mike" and "Larry", who are former clients of mine that owned two different shops back in 2010.    At the time, they both had been with ATI for eighteen months and averaged three thousand dollars per week in net profit. 

Both had what they believed to be a good crew consisting of a service manager and three technicians.  Mike and Larry were working ON the business and could leave their shops for extended periods of time without the results changing.

They were both in good health because they left the shop to go to the gym three days per week.  They both updated the portals, were current on their classes, and available for their weekly coaching call.

The only difference between Mike and Larry was that Mike invested one hour per week on hiring activities.  Every Friday morning at nine o'clock, Mike would refresh his Craigslist ads, review his applicant Rolodex, and interview at least one qualified candidate.  Larry didn't see the need to advertise his openings because he was already fully staffed. 

I told Larry what Mike was doing, but he resisted, reminding me of how loyal his people were to him.  After all, "his shop was different, and I didn't understand." 

Three months later, there weren't any noticeable differences in performance between Mike and Larry.  At the six month mark, they were still experiencing the same results.

Twelve months later, the differences between Mike and Larry were staggering.   Mike had lost ten pounds, increased his net profit to four thousand dollars per week, and was spending more time away from his shop pursuing his race car passion.  

Larry on the other hand, was no longer available for my calls because he was working the service counter and turning wrenches.   He went from averaging three thousand dollars per week in net profit, to fifteen hundred dollars.  Larry was experiencing health issues related to stress and the additional twenty pounds he gained.    

Why did one hour per week of invested time make such a difference in their results?  It's because elephants don't bite!    

It's not the elephants, It’s the little things that will come back to bite you.    The decision to do or ignore these little things creates a ripple effect.

For Larry, his failure to spend one hour per week recruiting, led to him to being caught off guard when his service manager resigned to work for the competitor.  The service manager leaving had a ripple effect on his lead technician, who left to go work with the service manager.

Larry being IN the business affected his profit results because he couldn't sell like the service manager.   His health declined because he didn't have the time to go to the gym like he used to. 

The failure to invest one hour per week on hiring was the root cause of his problems.  He couldn't blame "the economy elephant” for his failures! 

Mike also lost his lead tech during the same twelve month time span.  Since he had been interviewing anyway, he was able to hire a qualified replacement within two weeks. 

As it turned out, the new tech was more productive and had a following of customers from the old shop that followed him to Mike's location.   His strong staffing levels gave him the free time to hire a personal trainer which improved his health and led to his weight loss. 

The economy, your area, and "the lack of good people out there", are just elephants. Please stop reading right now, grab a mirror, and ask yourself the following question: "Have I been consistently doing the little things that lead to long term success?"

How you answer this question can determine where you will be one year from today!   Don't blame the elephants, because they don't bite! 

 PS.  I have a checklist that outlines the little things you need to do to find great people.  Email me at etwiggs@autotraining.net if you would like a copy.  

The Perfect Time

The Perfect Time
By Eric Twiggs

"There will never be a perfect time to do something that stretches you."  James Clear

I have fond memories of the summer of 2012, when my wife and I got the news that she was expecting our second child.   During my coaching calls, my clients would ask, "Eric are you ready?"  I would go home in the evenings, and my friends would ask, are you ready?   I would see my relatives on the weekends, and they would ask "are you ready?"  

As I thought about the sleepless nights and additional childcare costs, and wondered if I was truly ready. Then it hit me.  If your goal is to "give birth" to a game changing vision, there will never be a perfect time to start the process.   There will always be an element of risk and a feeling of uncertainty associated with your pursuit. 

What are you looking to give birth to in your business?    If you just sit back and wait for the perfect time, you will never reach your goal.   

Are you waiting for the perfect time to bring on that A technician that will free you up from turning wrenches? Are you waiting for the perfect time to invest in that management system that will make your life easier?    Are you waiting for the perfect time to hire that General Manager who will allow you to work ON instead of IN your business?   

The one factor that you may not have considered is the hidden cost, as it relates to how you are currently doing business.  How much is not having the right technician or service manager really costing you? 

 A recent Success Magazine study concluded that having the wrong person in a position can cost a business up to six times the salary for that position when you factor in lost sales opportunities, lack of repeat business, reputation damaging mistakes, and training expenses.   In other words, it may be costing you more now than it would if you hired the right person. 

The slowest week of the year is usually the week after you interview that person who could be a game changer for you.  I get it. 

Think of the inevitable drop in business that comes after the interview as labor pains that show up to test how committed you are to your goal.      I challenge you to not let the labor pains, keep you from giving birth to your vision.