The Magic of Customer Service
It was a bright and sunny day in June. I drove into the parking lot of the dealership with my music blaring, looking forward to standing after my two-hour drive. The first thing I do when I arrive at a client’s office is a walk around. The only way I can ensure that the teams […]
Choosing to Lead in Life and Business
In life you are almost always faced with a choice. A choice to do this…or that. Here’s the thing, the choice is always yours and yours alone. The same goes for businesses and leaders alike. As leaders and businesses grow, you will be, and probably are, faced with adversity as you make the treacherous climb […]
Have Your Cake and Eat It Too In 2019
Dear ladies of all ages, races, occupations, and stages in life: I am writing you to give you a gift for 2019. This is one of the most powerful gifts anyone can ever give you. I was once given this gift and it changed my life; I hope it does the same for you. I […]
Your LinkedIn Connections Want the Best for you in 2019!
It is Christmas eve, I am sitting in my office tying off a few loose ends so I can truly enjoy the moments to come over the next few (hectic) days, and as I was reviewing a post for LinkedIn, I came across a post that I put out a few months ago. I asked […]
Five Tips to Providing a Five Star Experience
The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is: “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally as they occur in the course of time.” In other words, an experience is an interaction between a business and a customer that happens […]
A Purpose Driven Culture
I had the honour of attending the Celebrity Edge Naming Ceremony and Global Conference this past week. It was an overwhelming wave of emotions spread out over an eight-day period. There was one common theme that was weaved throughout the entire experience, and that was the sheer purpose, passion, and pride that each individual had […]
Pay Attention- your team will tell you if they are falling out of engagement with you!
Retail Automotive suffers from an insanely high turnover rate. According to the National Automobile Dealers Association’s (NADA) most recent Dealership Workforce Study (2016), the annual turnover rate for all dealership employees is 43%, that is a three percent increase from the previous year, and for women; the automotive industry loses 96% off their female employees […]
The Investment You Must Make To Survive
“An organization can only become the best version of its self to the extent that the people who drive that organization are striving to become better versions of themselves ” Matthew Kelly. I sat in the audience of a panel discussion Digital Dealer 24 Conference last week. The panel was full of brilliant gentlemen who […]
Action Speaks Louder than Words.
A few weeks ago I wrote an article called Inspiration Just isn’t Enough! That outlined the vast gender gap in the automotive industry and how inspirational words just isn’t going to cut it. If we want to make a difference, we have to be the difference. The definition of insanity is “to do the same […]
9 Ways to Grow Your Team’s Confidence…In YOU!
It is your sole responsibility as a leader to build and grow the confidence of your team. Your team’s performance and engagement is a direct reflection of your leadership. Follow these nine tips to help you cultivate a team that is confident in you (as their leader), themselves and their abilities: Trust first, give your team […]