Digital Dealer - January 2019 - 32

D E A L E R OP S & M ANAGEM ENT: F ixe d Oper at i ons

By Charlie Polston
Automotive Customer Retention
& Profitability Consultant,
BG Products, Inc.

Building Your
Business by
Building Your
People!
"You don't build a
business, you build
people-then your people
will build your business!"
-Zig Ziglar
Wow! That's powerful,
isn't it? Zig Ziglar was my
hero for over 40 years.
Even after his passing, his
words still inspire me.
Business men and
women always say people

32

JANUARY 2019

are their most valuable resource; yet all too often they
don't provide the resources

and training necessary to
grow their people.
To clarify, I'm talking

CONSTANT
REINFORCEMENT IS
NECESSARY TO TURN
KNOWLEDGE INTO
ACTION, AND TO TURN
ACTION INTO REVENUE."

D I G I TA L D E A L E R . C O M

about consistent, intentional, planned training. Practice, drill, and rehearse.
Follow-up and accountability. It is so easy to get
caught up in the daily grind
of taking care of business
that training gets pushed
to the back burner.
When training does
occur, it is often used as
punishment. I've actually
heard service managers
tell their advisors, "Whoever doesn't hit their
numbers this month will
have to go to training!"
Oh brother! Don't be the
moron that says that.
Service departments
can never stop training.
The "knowledge retention"
curve declines quickly,
meaning people only remember 10% of what they
learn. Therefore, constant
reinforcement is necessary
to turn knowledge into
action, and to turn action
into revenue.
Training is never 'one
and done.' No one is
ever completely trained-
rather, it is an ongoing
career-long process.
Some managers say
building their people is a
waste of time-they'll just
quit and move on. I have
heard it said that it is far
better to train your people
and have them leave than
it is to not train your people and have them stay!
Max Zanan wrote a
wonderful little book called
"Perfect Dealership"
(perfectdealership.com).
It is a quick read that's
packed with nuggets of
practical advice on running
a dealership.



http://www.perfectdealership.com http://www.DIGITALDEALER.COM

Digital Dealer - January 2019

Table of Contents for the Digital Edition of Digital Dealer - January 2019

Digital Dealer - December 2018
Contents
Message from the Show Director
6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
7 Reasons for a 2019 Social Media Policy Review
'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Buy/Sell Trends Expected in 2019
The Two Non-Negotiable Pillars of Accountability
7 Questions to Ask When Hiring a Customer Service Trainer
How to Add $1.0MM to Your Bottom Line Profits
The Art and Science of Parts Inventory Reconciliation
Trade, Tariffs, and Labor
Building Your Business by Building Your People!
Great Service Managers Follow a 4C Approach
Collision Shop Liability Is a Serious Issue for All – Read This!
Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Increasing Service Business Through Convenience – A Tactical Approach
5 Questions That Are Missing from Your F&I Customer Interviews
How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - CT1
Digital Dealer - January 2019 - CT2
Digital Dealer - January 2019 - Digital Dealer - December 2018
Digital Dealer - January 2019 - Cover2
Digital Dealer - January 2019 - 1
Digital Dealer - January 2019 - Contents
Digital Dealer - January 2019 - 3
Digital Dealer - January 2019 - Message from the Show Director
Digital Dealer - January 2019 - 5
Digital Dealer - January 2019 - 6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
Digital Dealer - January 2019 - 7
Digital Dealer - January 2019 - 7 Reasons for a 2019 Social Media Policy Review
Digital Dealer - January 2019 - 9
Digital Dealer - January 2019 - 'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Digital Dealer - January 2019 - 11
Digital Dealer - January 2019 - 12
Digital Dealer - January 2019 - 13
Digital Dealer - January 2019 - 14
Digital Dealer - January 2019 - 15
Digital Dealer - January 2019 - 16
Digital Dealer - January 2019 - 17
Digital Dealer - January 2019 - Buy/Sell Trends Expected in 2019
Digital Dealer - January 2019 - 19
Digital Dealer - January 2019 - 20
Digital Dealer - January 2019 - 21
Digital Dealer - January 2019 - The Two Non-Negotiable Pillars of Accountability
Digital Dealer - January 2019 - 23
Digital Dealer - January 2019 - 7 Questions to Ask When Hiring a Customer Service Trainer
Digital Dealer - January 2019 - 25
Digital Dealer - January 2019 - How to Add $1.0MM to Your Bottom Line Profits
Digital Dealer - January 2019 - 27
Digital Dealer - January 2019 - The Art and Science of Parts Inventory Reconciliation
Digital Dealer - January 2019 - 29
Digital Dealer - January 2019 - Trade, Tariffs, and Labor
Digital Dealer - January 2019 - 31
Digital Dealer - January 2019 - Building Your Business by Building Your People!
Digital Dealer - January 2019 - 33
Digital Dealer - January 2019 - Great Service Managers Follow a 4C Approach
Digital Dealer - January 2019 - 35
Digital Dealer - January 2019 - Collision Shop Liability Is a Serious Issue for All – Read This!
Digital Dealer - January 2019 - 37
Digital Dealer - January 2019 - 38
Digital Dealer - January 2019 - Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Digital Dealer - January 2019 - 40
Digital Dealer - January 2019 - 41
Digital Dealer - January 2019 - Increasing Service Business Through Convenience – A Tactical Approach
Digital Dealer - January 2019 - 43
Digital Dealer - January 2019 - 5 Questions That Are Missing from Your F&I Customer Interviews
Digital Dealer - January 2019 - 45
Digital Dealer - January 2019 - How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - 47
Digital Dealer - January 2019 - 48
Digital Dealer - January 2019 - Cover3
Digital Dealer - January 2019 - Cover4
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