In the latest episode of Loyalty-Based Sales Strategies, Jen Suzuki- president of eDealer Solutions- dives deep into the vital role of leadership in driving dealership success. Drawing parallels with coaching in sports, Suzuki reveals how general managers (GMs) can elevate their teams by adopting a daily coaching routine, providing constant feedback, and leading by example. Discover how these loyalty-based strategies can transform dealerships into high-performing powerhouses.
Jen Suzuki offers valuable insights on how dealerships can enhance their performance by adopting a loyalty-based sales strategy, with strong leadership as a fundamental element. Based on her experience with leading dealerships, Suzuki highlights the five pillars she deems essential to aiding GM’s to achieve greater sales success:
- Strive to have daily meetings.
- Define your roles and performance metrics with your managers.
- Bring your team together and motivate them together.
- Make a promise to customers.
- Acknowledge your top performer
Suzuki explains that these coaching sessions are not just about addressing immediate issues but also fostering long-term success. A key example from her recent visit to a busy service department highlights how communication breakdowns can impact customer satisfaction. The service manager and GM recognized a gap in customer service index (CSI) scores due to a lack of timely updates on vehicle status. The GM stepped in to show the service team how to make a promise to customers and follow through with consistent communication. By leading the charge and demonstrating the process of making a direct customer call, the GM reinforced the importance of fulfilling commitments to clients.
Furthermore, Suzuki underscores the need for managers and directors to continuously develop their coaching abilities. She emphasizes that a great coach not only teaches but also shows their team how to succeed. By demonstrating specific actions, such as how to communicate with customers effectively, managers can inspire their teams to adopt better habits and deliver improved results.
The conversation also explores the importance of holding team members accountable. Suzuki advocates for recognizing top performers in real-time and addressing areas for improvement privately, cultivating a supportive yet results-driven environment. By continuously adjusting strategies and reinforcing goals, GMs and coaches can help their teams break bad habits and establish a championship mindset.
In conclusion, Suzuki’s focus on daily coaching, accountability, and leading by example ensures that dealerships can enhance both their team’s performance and customer satisfaction.
"A lot of times I find that managers/directors, there’s nothing more they want to hear, if I’m their head coach sharing, what they did that worked for them that got them to be in the head coach status. They want to hear from you. They want to learn from you. They want you to get in the game and show them how it’s done." – Jen Suzuki
