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A Matter of Perspective

Only one point-of-view really counts

What are your dealership�s strengths and weaknesses? Have you ever surveyed your management team to learn these answers? We recently performed self assessment studies with over 1000 dealer participants nationwide in regional workshops. Our goal was to determine the need for improvement in the following categories: assessment of the management team, customer processes, and available resources. As you might expect, the results varied greatly from dealership to dealership. What may come as a surprise is the fact that results from manager to manager within the same store also varied greatly. Where one manager saw an area of strength, another manager viewed the same area as a weakness. This occurred because the assessment was skewed by the participant�s own prejudices and point-of-view. This brings up some key points to consider when determining what areas of training are needed at your dealership:

The most important perspective should be that of your customer, not your management team. What specific questions on your CSI and SSI surveys indicate a need for change or improvement?
Do you perform your own internal customer surveys to determine how to improve specific products, processes and/or personnel?
Training solutions should be able to address specific areas. Cookie cutter approaches can address the general concerns, but not the specific concerns, needed to take you to the next level of performance.
When you attend training, consider the fact that your point-of-view will impact the benefits you take from the class. Change your point�of-view and the results of the learning will change.

Our approach to training includes assessment, general (best practices) training, and customized training to cover all areas of dealership improvement. We take into account the variety of perspectives when developing our learning materials and workshops. Our solutions are real world based on research and retail experience. Above all else, they are customer focused! For more information on training opportunities from Auto University, Click Here.