The FRONT: A Leadership Podcast

How do you handle it when things don’t go right?

Owning anything is defined as belonging to oneself. And also accepting responsibility, being accountable in situations.

When it comes to customers you have an opportunity to win or lose big. Especially in the current connected economy.

I had a less than pleasurable experience at a hotel in Denver over the weekend. The way that the hotel management handled the situation was excellent. So when everything was finished, I left feeling like me and my family were important, valued and listened to.

As a leader, you MUST accept any and all responsibility. For your business, for the staff – When things go right, it is a team effort and the reward should be spread. The best leaders know, that when things go sideways, it’s their fault – and therefore their job to find a solution. When you do – it shows confidence, caring and reinforces strong leadership.

https://youtu.be/SlSo1Nkpvw0

Step 1. Listen to understand - the customers, or other persons, point of view; you are not just listening to respond.

Step 2. Reassurance that things will be taken care of. If you have truly listened at the onset – you should be able to offer what a potential solution is to the situation.

Step 3. Appreciation. Thank the person for taking the time to communicate with you.

Step 4. Apology. When it is necessary, if you, your organization, a person in your business, whatever, has messed up. Then ultimately, it’s YOU. Apologize. A genuine, “I’m sorry” still carries weight. It’s not always about someone getting perks, or free stuff, people just want to know that you are genuine, and they want to be heard.

Step 5. Follow through. Do what you say you will. If you are committing to additional training, reprimand, whatever it is. Follow through – otherwise, your organization will NEVER change.

Step 6. Follow up. (This may be optional, depending on the situation.) Call back, meet in person, whatever level you think necessary to speak again to the customer, or the person that felt wronged in the first place. Make sure that they feel good about the outcome and taken care of!

So I tell you this today – OWN TODAY! Accept the responsibility! You got this!

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I was in Denver for the Innovative Dealer Summit, an automotive conference, the past two days. I use real life for inspiration – to find and share the good! So this is today!

I had the pleasure of finally meeting my friend Terry Lancaster in person today. You may ask, how did you just meet him. Terry and I have been connected on social media for over 7 years… I checked. On my birthday each year, he has been wishing me a “Happy Mike Day” since 2011.

Prior to today, we saw that we would both be in the same place for the conference this week and like so many social media friends, business associates, and connections we agreed, “Hey, let’s meet for coffee!”

https://youtu.be/nlASlAYgLmo

The problem with these small commitments, is with anyone, they often get swept under the rug – because we are busy!

I want to encourage you of this --- Little things matter. Little commitments when we say we will do something – it is important to follow through.

The little commitments that we make take part in defining our character, not just to other people, but also to ourselves.Each of our decisions define us, they define who we are and who we might become. So when you have followed through on little things, it becomes amplified, because it is then an important item on your “to-do” list.

There is no replacement for a genuine one-on-one connection with someone. Nothing on social, or text, or phone, or even video chat, can replace sitting down and looking someone in the face to have a conversation and take a genuine interest. I would have never known that Terry was in radio, or about his family, or several of the other things we talked about – had we not taken the time today. We both still could be good guys, but we would have both robbed ourselves of the opportunity to make a real and meaningful connection.

Little commitments when we say we will do something – it is important to follow through. Even on the coffee dates, the “I’ll call you’s” and the weekend playdates. They all matter. 

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Matthew 28:6 "He isn’t here! He is risen from the dead, just as he said would happen. Come, see where his body was lying."

https://youtu.be/FTm1Er1UiWM

Happy Easter - May God bless you and your family today! It is today that we celebrate the resurrection! Go, spread hope and rejoice! He is risen, indeed!

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I’ve been out of it for a few weeks. And there was a change coming today. Humans, in general, don’t like change – and even when change is good, it can cause an initial negative reaction for most anyone.

Our regular instructor which everyone knows and loves has gone to pursue his passion. There is a new instructor and my wife has attended a few of his other classes, and she has said that the workouts are great – just different. Part of the reason my wife was bracing me for class today, is because she knows that I get in a groove of who is teaching, what we are doing, and why we are there, and what I want to get out of the class. Her concern was that I would not be a fan.

https://youtu.be/NoF0eZ-ISQw

As I thought about the class this morning – I had heard of some changes taking place – and I was a bit pre-determined to be cranky about kickboxing class.

Then I came to this realization. I’m not a competitive kickboxer. I’m not a competitive martial artist. I know that may come as a surprise to some… LOL. So, what I was really doing, was showing up to class to be in better shape. That was the real goal, and I asked myself that question, “So… What am I trying to get out of class today?” A good workout.

Once I said that to myself, I had no expectation other than a good workout. I didn’t have to compare the current instructor to the previous instructor. I didn’t have to question methods, or think that the “new guy” would do something “wrong” – wrong was only based on a comparison. And once I had eliminated the comparison and just wanted a good workout, it helped guarantee a positive and winning class.

Are you doing that in your daily life? Comparing people to one another? Comparing experiences – like today to yesterday? I’ve said many times to my kids – “LEARN FROM THE PAST, DON’T LIVE THERE!” So what did you learn yesterday that you can bring forward and create a win for today?

For example in sales. Sometimes, our struggle is that we show up and say, “I really NEED to sell a car (or product) today!” There is a deeper meaning – what does the sale produce for us – more ranking or status? More income? A better way to provide? Continued employment? The thrill of the sale is excellent. Selling a car (or product) a day is great, but there is more to it than that. I encourage you to also look at why you are doing what you are doing. What is it that drives you?

Ask yourself when you go to approach a task, what am I trying to get out of this? At the core? What am I trying to get out of today? 

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I’ve said it before and said it consistently – SUCCESS LEAVES CLUES! https://youtu.be/6P2V-9xhm6g First, let’s talk about what consistency is: CONSISTENCY - conformity in the application of something. Acting in the same way over time, especially so as to be fair or accurate. Unchanging in nature. So consistency is really about doing the same things, even sometimes when you don’t want to do them, but you know they MUST be done so that you can get to the goal, or see success.

1. Know WHY you are doing the thing. What makes you passionate about the job at hand – even if this one thing is not your passion – you can find a reason to be passionate right now. For example: Doing a job well done. Completing this task so that you can continue with what you’re REALLY passionate about.
2. Schedule time for activities. Be definitive in your scheduling. I’ve heard it said before that what gets scheduled gets done. Use a calendar or a calendar app – when you put things in to get done, you are more likely to do them. NOTE – you have to actually use or look at the calendar for it to be effective.
3. Tell someone else your plan. When you tell other people what you are planning. You tell them your schedule they can help to be your partner in accountability. Believe me, if you share what your vision, your passion, and your goals are with others, especially close friends or mentors – even if it is not something that excites them, assuming they have genuine caring for you, they will ask you how you are doing towards your goals – for the day, month, years and so on.

Now keep in mind, if you miss something for one day, or even for a week – be careful not to look at it as a total loss or failure. Just get back on the horse and keep going.

And, IF you take action on these three things – they will definitely help to make you more consistent, accomplish more of your tasks or goals and emotionally will help you feel more successful!

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What do I mean when I say basics. Well, there are a few things. Actually, four specific things that I think will produce more sales in any organization.

https://youtu.be/z80e8EOlqzM

1. PEOPLE. Caring about and retaining people has been a heavy subject for me lately. No business can operate without staff – it’s the people. When you have good people – nothing can stop you. When your people are uncaring, nonchalant or not in the right position, nothing can save you. People create the success of the business and they also create the failures.
2. COURTESY. I’m really starting to think common courtesy is not so commonplace. I’m talking simple things – like eye contact when you are speaking to someone saying please, and thank you. These things are important. Why – because intrinsically it shows the other person that they are important because you are paying full attention to them!
3. PRODUCT. If you don’t have a good product. Then nothing can save you. None of the other things that I share with you will help you. You must have a good product to sell… whatever it is that you are selling.
4. PROCESS. This is all the stuff that you do. The steps that you take and everything that goes into making a sale. This part is really what the inspiration for this episode. So let’s talk a bit more about the process.

When it comes to process – we often abandon the basics. Think about it – often in business you have heard someone say… “We have to get back to the basics.” Why do they have to do that? Because they abandoned their core. As we progress through our sales careers, new and cool, shiny things come along – the internet, email, texting, now video mail, and social media – those are all great communication tools. At the core of our basics though – it’s the human connection, the courtesy we display to others, our product and how well we navigate through our actual sales process with the customer that determines when we make a sale or not.

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I did this as another Facebook Live Episode, which I am beginning to enjoy more!

https://youtu.be/VdmiFzrFnRA

You are either in some form of leadership, you are acknowledged as a leader, or you want to be.

As leaders, actually as people, we all pour ourselves into others at times. We offer advice and opinions and share information and want to be heard. In most cases, I think people, in general, want to do good. They want to spread goodness. I know we can all get caught in negativity or gossip – but we can also get caught up in the whirlwind of learning and teaching, sharing, and pushing others to grow and all of the positivity that is in the world too!

I have said in many episodes, to always be learning, workshops, classes, Google, YouTube, online connections – here I want to caution you too. Here is a thought - you need to be mindful of what you are allowing others to pour into you. Everyone is trying to be heard right now – there are a lot of superficial connections. This is rampant right now on social media because people want their little piece of fame.

See you can choose what you let in what, put in your mind, you can choose what to watch, and what to listen to. But, often we are blinded by the lights, of fame, or popularity. And then, we let the message in no matter what. "Choice" is a powerful asset!

1. Does the person or the information challenge you?

2. Does it grow you?

3. What value does it add?

Sometimes, you just need to listen to the message with your eyes closed and that will help you to make the decision. When you take away your sight and connect through listening and your heart – you can hear when a message is genuine or not. You can hear if the messenger is genuine or not. And, whether the information is right for you, right now, or not.

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I have been in management and leadership roles in excess of 25 years now. Owned businesses, managed businesses, coached sports at a high level, and now having been in automotive management for roughly 15 years. I’ve found that our people, our employees, really want some key things when it comes to retention. Having them stick around for the long haul, will increase your chances for your business to win!

Let’s talk about currently, this isn’t past data. I’ve worked in an automotive call center fairly exclusively for seven years. And currently, the average tenure of the employee within our call center is between four and five years. So if you know anything about either automotive, or call centers those are both very high stress, high expectation for results, and high turnover areas.

Throughout the studies of some psychology, management and leadership across medium’s from podcasts and online videos, training courses, seminars, and just the study of people; I feel this has given me some good insight and information to what employees want when it comes to their employers.

https://youtu.be/osvVdiGkjdg

So today, I’ll share three things about what I feel are the top most important things that lead to people staying with an employer. These will retain people, will allow your business to grow and flourish. This isn’t necessarily from a leaders perspective, in fact, it’s probably more from a front-line person or an employee’s perspective. And, if you do these things, it will allow you to keep your people!

1. Care about them – I said this in a previous episode (Love & Leadership – The FRONT #65). You must care about them as a person, care about their aspirations and hope and dreams. Care about what they view and measure as success. You have to listen.
2. Be out front – This is at the core what this show is about. Cutting a path so that others are able to follow easier than how you had it. Having some level of fearlessness to get in front of your people, accept responsibility, plan, strategize and cast vision so that people WILL follow you. You’ve likely heard the term of endearment “Our Fearless Leader” – I think there is some level of truth to that. People want someone that is strong, but still humble to lead the way. Confidence, not arrogance
3. Teach them and help them grow – The key is to accelerate them and make them the best that THEY can be. No one wants to feel that they in the same place, emotionally, skillset-wise, or financially, a year from now. When people feel like they are not growing, they leave. I’ve read about it, heard of it, and heck, watched it happen when someone will take less pay to go pursue – “opportunity.” Opportunity, by itself, doesn’t pay the bills – but the hope, vision, and growth that they will be better off a year later, that’s why people chase opportunity. It’s to be better tomorrow than they are today.

So if you are a leader listening today – do those three things and watch your business accelerate. The tough part is it takes you being genuine, and taking action, and really leading. Even if the execution isn’t perfect.

If you are an employee or a front line person – please share with me if there is something else that you think should be added to the list. What do you want from your employer, or from leadership?  

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I am a person of faith…  The Bible and its teachings are something that I’m truly grateful for having in my life.

Whether you are somebody that believes in the gospel of the Bible as absolute truth. If you are somebody to believes that the Bible is a collection of stories. I’m not here to change your beliefs or faith today.

I believe in the truth behind the Bible.

I believe in the core and the message. What I am here to do is to remind you that the Bible at its core is love, goodness, kindness, morality, and so much more.

https://youtu.be/dskJCxWnhjc

So here is what I have decided to do – call it a challenge, a message, or a daily devotional. I decided that each day for the next 30 days I’m going to pick a verse from the Bible and read it on Facebook live. I’m planning on doing it starting at 6:15 in the morning. I would invite anybody to please join me if you if you are not able to join me at that time of the morning and please take the time to watch the verse and message. I’ll be reading form my NLT version “Every Man’s Bible”

Why I like it is because while it is not a literal translation it allows for more current and updated verbiage which is comfortable and it’s just a different way to read and learn from the Bible. My “Every Man’s Bible” also has explanations of what each book or chapter in the Bible is based on. I’ll share some of that with you when we get to the message for today.

I would also invite YOU to participate in your own reading – pick a verse and read it for the day, maybe research the meaning and then make a  decision as what it means to you. And feel free to share it either with me, on your social media, or in the comments on my daily verse video. AND Please, tag me! I would love to see and help in sharing your message!

So for today, I’ll call this a bonus day, or Day 0 –

“Don’t be afraid, for I am with you. Don’t be discouraged, for I am Your God, I will strengthen you, and help you. I will hold you up with my victorious right hand.”

This was originally addressed to the exiled Jews. It is a reminder of His love and strength. And why it’s important to me as a verse is it reminds me to keep the faith in God. When you put your faith in our God, he is your protector. He’ll provide strength, through that belief and faith. God will deliver us through any trial or frustration that we may experience. When we are at the right hand of God it is a reminder that you can be secure and strong in your faith.

I invite you to get re-engaged in reading the bible. There are some great ways to do this. The Bible App for one, will offer daily verses, ideas for Bible plans and much more.

TUNE IN Starting tomorrow and join me at 6:15 am for 30 days for a new verse reading, from the NLT translation “Every Man’s Bible” – There won’t be all the production like my podcast and vlog’s it is just going to be a 2 or 3 minute reading, sharing,  and then on with another glorious day!

These readings will be in addition to my regular episodes of THE FRONT which I will still be doing every Wednesday and Sunday, so please continue to tune in and SUBSCRIBE to those.

Make sure that you click on the little bell icon, or the notify button so it will notify when new episodes come out or I go live! Thank you for tuning in today, for another episode of THE FRONT, please like, share and certainly SUBSCRIBE on http://LeadTheTeam.TV – fantastic day!

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These are things that maybe in the past we probably once saw as basic skills or just normal communication and then we got trained and became salespeople… There has been much debate lately about the sales process, and phone process… and processes for your process.

https://youtu.be/WaGB0cNsFXM

Fundamentally, when it comes to automotive sales, the customers “buying process,” and the road to the sale, or “sales process” do not always coincide. But, their path leads to the same end – the purchase of a product. People on both sides, do not want to be forced to follow a method or process that is not theirs. However, they can, both sides, walk down a path together to seek success at the end. So let’s talk about the path to phone follow up. And, I know there are a multitude of ways to communicate with customers.

1. Be prepared. Care enough to do your research. You have to plan to be courteous and knowledgeable. Show that you care by having respect for the customers time. You have to have a method that you follow on each call (process).
   1. Greet the customer
   2. Get Name, Number, Email
   3. Qualify
   4. Set a solid appointment and give directions
   5. Give my name, number, and confirmation info
   6. ASK FOR A FOLLOW UP CALL and REFERRAL
2. When you pick up the phone… dial with intention. Have an expectation that the person on the other end WILL answer. And then, begin with the desired result in mind.
3. SMILE! This is so important… because a smile will come through in the tone of your voice.
4. STAND UP. Yes, I said to stand up while speaking on the phone. The reason is that it changes your physiology. Change your method, change your results. Standing changes breathing pattern, by offering better lung capacity and reducing stress on the diaphragm. Therefore better oxygen, better blood flow, higher energy, the customer will hear it in your voice.

There are two things that can happen – 1. The customer picks up the phone; or 2. They don’t and you have to leave a message. For the sake of this conversation, let’s assume they pick up the phone. Here are three things I will focus on.

1. If I am calling for a female and a woman answers - Say, “Hello ?” This conditions the call by leading with a YES response.
2. Do not use the words – “FOLLOW UP” or “TOUCHING BASE” in your introduction. These are two terms you would likely never use naturally when you are speaking to a friend or family member… so when did it become ok in sales?
3. Tell the customer WHY you are calling (Qualify) and continue to have a normal conversation and walk down a successful path with the customer.

Charisma, caring, conversation and connection will sell customers far more often and more easily than trying to sell customers on your next product or promotion. 

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