We have spent the last few decades talking to each other about how to improve our businesses.
Most have us have found success following the same guiding principles: be kind, but not nice; be cool, calm and prepared for war, yet not aggressive; and never give up on establishing and maintaining peace — not quiet — in your store.
We also have been taught that while we have to understand what our customers need, no conversation about a vehicle or situation should be difficult or involve anger.
The customer is in your showroom or on the phone to share with you the problem they are having. Any conversation should never — and I mean never — accumulate into a heated exchange of words.
At the same time, silence should never be used as a weapon, but a gift so both participants can think and then speak when we all know what to say.
That is what’s on the table and in the room: car problems and tire problems.
We should all want to eliminate buyer’s remorse from a customer and every employee.
Who wants a woodpecker living inside your tree? All he does is peck wood. And whether he’s an employee or a customer, he’s been pecking at your gross profit for however long he’s been there.
I thought we were all done with tolerating woodpeckers within our businesses, but they’re still here, in many cases.
Breaking the rules of simple employment and retail conduct becoming of two adults in the room has consequences. The more a woodpecker stands there in the way, pecking the same wood for a paycheck every week or standing across the counter, the worse it will be for your business.
I want you to spend the remainder of this year finding out who the woodpecker is in your store and among your customers. The “reign of the woodpeckers” is coming to an end. If we all did this, our collective reputation, as an industry, would improve. If you’re an owner and you don’t want to say or do anything about it, that’s cool. Just read on by.
There’s an old saying: “If you want peace, prepare for war.” I want peace to flourish within your business.
Woodpeckers have been in every store I’ve ever visited. They’re always the source of all of your problems, whether they’re an employee or a customer.
You’ll find woodpeckers at every intersection — standing still, not helping and thinking he’s directing traffic. But’s he’s just standing there, in the way, whether he’s quiet or loud.
All woodpeckers have the same response to kindness. If they want kindness, they only want it for themselves.
Aggressive woodpeckers use anger as a weapon. Have you ever asked, “Why is this person so angry?”
Ever wonder why an employee or a customer won’t answer a simple question, but seems hostile in some way? That’s a quiet woodpecker.
How about the seemingly super-nice person, who always says, “Yes, sir” to everyone, but somehow, someway, nothing ever changes? He’s nice to your face, but will lie right to it, with a smile. That’s a loud woodpecker.
Neither of these types of woodpeckers belong in your building or business. As I work with tire dealers this year, every ounce of dedication I have is going to be focused on identifying woodpeckers, wherever they may be, to stop them from getting in the way of work and profitability.
It’s time to rid your business of woodpeckers.
