Follow-up Foul-up

Dealership salespeople know that follow-up is important, yet why is it not done as a rule? If we crawl inside the salesperson's head, maybe it's because he/she no longer feels the customer is worth the effort:
1) They probably will never buy
2) They have already bought and will not be in the market soon
3) There aren't enough hours in the day to do everything, so follow-up will be sacrificed

Problem is, the customer may not know if they are going to buy or if they would be in the market to buy more, they haven't been "nudged" by the salesperson. But the salesperson's inactions will dictate that neither situation will happen. The only way to know for sure is to follow-up.

Barry LaBov
LaBov & Beyond
www.labov.com

Beware of claiming full responsibility, Part Two

In any earlier post, we discussed the danger of claiming full responsibility when indeed, it is not accurate. It is great drama to do so, but in business, that tactic will often backfire.

Why would a person take full responsibility instead of being accurate? A number of reasons:

1. It is quicker and easier than truly analyzing and communicating
2. It avoids confrontation
3. There is confusion between feeling bad about something and saying it's all my fault (they are two different things)
4. Often the person claiming full responsibility can do so without paying the price--his company and fellow co-workers will pay the price

The last point is key. If I say it's all my fault, am I saying I'll take money out of my wallet to pay for this problem or am I merely taking responsibility to look good, even at the risk of my company failing?

I believe if you really are 100% wrong, own up to it, now. However, if you are working with a customer that is disengaged and does not live up to their own promises, either decide 1) to take total responsibility and you pay for it (not recommended) or 2) be accurate and do the toughest thing: with respect, solve the issue.

Barry LaBov
LaBov & Beyond
http://www.labov.com/

Awards can be rewarding

I have never watched the ESPYs, the sports awards programs that ESPN created, but I love the concept and especially the name, since it is a great reinforcement of their brand.

So, inspired, my company has created the ELBEE awards. ELBEE, pronounced LB, support LaBov & Beyond's culture and brand. Every month, we choose the top performer in our company based on the recommendations of his or her fellow "Labovians." That recognition program (we call it Recognition Roadhouse) is the ONLY way a person can achieve an ELBEE, so it inspires our employees to contribute and to acknowledge great performances. On an average month, there are dozens of recommendations received.

So what? Well, I think it's a big deal. The winner each month receives a check for $100, plus they get the ELBEE trophy to adorn their workspace for the month. And it is no typical trophy. Standing almost three feet tall, ELBEE (the trophy), is a LaBov & Beyond branded mascot made by our own Marcus McMillen and our creative team. You simply cannot miss ELBEE when you walk past it.

The ELBEE has become a fun, positive program that feeds off employees recognizing each other and has become quite a morale lifter. Awards can be rewarding for all.

Barry LaBov
LaBov & Beyond
http://www.labov.com/