As you may have noticed, we’re pretty fond of this book called Unreasonable Hospitality. It's packed with heartfelt insights that resonate deeply with our “More Than Cars” ethos, and we get genuinely giddy to share them with you each week.
Here are our top five takeaways from chapters four and five to help elevate your dealership's approach to service, leadership, and care:
1️⃣ It’s everyone’s job to take care of everyone. 💞
A key principle in Guidara's philosophy is the mutual care and respect among all team members, regardless of their role. This mutual support system not only enhances workplace morale but also significantly improves customer service. In a dealership, fostering a culture where everyone from sales to service departments looks out for each other can create a seamless and highly positive experience for customers, reflecting a united front that values their time and business.
2️⃣ Strike a balance between control and creativity. ⚖️
Guidara illustrates that while control is necessary for operational success, it shouldn't come at the expense of creativity. In the context of a dealership, this means creating a work environment where employees feel empowered to bring forward innovative solutions and personalized customer service strategies. Encourage your team to share their ideas on improving customer experience or streamlining operations, showing that while guidelines are essential, there’s always room for creative problem-solving.
3️⃣ Make the charitable assumption. 🕊️
Extending the charitable assumption means giving people the benefit of the doubt and assuming the best in them, an approach that can transform interactions both within your team and with customers. This principle encourages empathy and understanding, crucial for building strong relationships. When dealing with a challenging customer or a team member's mistake, approach the situation with compassion and an open mind. This will lead to a more effictive conversation and result in more trust and loyalty long-term.
And, the real power that Will says this unlocks? He says, “When you start focusing on extending the charitable assumption to the people around you, you find yourself giving it to yourself a bit more as well.”
So, do yourself a favor and do someone else a favor.
4️⃣ Splurge wisely with the 95/5 rule. 🤌
The Rule of 95/5 suggests managing 95% of your business with precision while allocating 5% towards actions that might seem whimsical but significantly enhance customer experience. For dealerships, this could translate to investing in unexpected customer appreciation gestures or unique showroom events that leave a lasting impression. This strategic allocation of resources demonstrates to customers that your dealership values their satisfaction and happiness beyond the sale.
5️⃣ Always look for ways to go above and beyond. 🚀
Guidara repeatedly champions the importance of going above and beyond the expected to create unforgettable experiences. In the auto retail world retail, this could mean personalizing the car-buying process with unexpected touches or following up in unique ways that show customers they are valued and appreciated. Whether it’s a custom vehicle delivery experience or helpful after-sales services, finding ways to surprise and delight customers can turn them into lifelong advocates for your dealership.
Shout-out to BMW of South Atlanta for absolutely slaying number five on this list after GM Robert Fowler and his team turned a simple flat tire into an opportunity for connection and education this week.
Their swift and comprehensive service, coupled with a spontaneous tech tutorial, perfectly embodies their commitment to more than cars. Truly, this team stands out for all the right reasons and we're proud to recognize their efforts to foster community and enriching every interaction, customer or otherwise. Bravo!