Mike Haeg, VP of Automotive at Car Wars, shares his best advice about how to land more opportunities over the phone. In this episode of the podcast, Michael and Mike explore the differences between having phone skills and a phone management process, as well as the impact leveraging both could have on your sales outcomes.
Noteworthy Topics from this Episode:
03:20 – We do understand that these phone calls are important, but emotionally we’ve been just owned by the phone.
03:52 – We’ve gotten so distracted by a whole bunch of shiny objects.
05:58 – We don’t fail. We just slowly quit. Quit on our people, quit on the culture and quit on the process.
06:17 – Why do we think that having not done something before, at first exposure we can be perfect at it.
08:30 – A lot of people get comfortable in failure and they give up too soon.
10:08 – Growth means discomfort.
14:30 – Evaluate your business by secret shopping. Find areas to improve. Gather data. Make adjustments. Evaluate the impact of your change.
16:52 – Who cares about the growth and improvement of that business and its relationships with the community.
17:09 – Make two phone calls in one day into your business, then the next week do it again. This will give you a good idea of what kind of phone service your customers are receving. And you will have a decent data set by which to make good decisions for improvement.
17:34 – Use phone call tracking technology in your business and listen to one or two phone calls a day at different times throughout the day.
21:20 – There are two sides to the phone. There is “phone skills” and then there is “phone process and management”.
21:44 – Phone skills – the phone scripts, overcoming objections, offering two appointment times to get somebody to come into the store, setting the expectations for what the visit will like, creating urgency.
22:22 – Different people in your stores have different aptitudes.
23:11 – Phone managing – managing the culture, managing the flow and managing the phone traffic in thinking of it as a funnel.
34:50 – It is not your top salesperson who is on the phone all day – it is your receptionist.
36:42 – Data shows that the phone experience tends to go up if you have a phone bridge in place.
38:08 – Start the culture around ensuring that your dealership knows that we are the dealership that cares about the phone experience, recognizing that every single phone call is important.
Phone is important.
Mike says that however distracting phones appear to be, they actually do more good to your business than you think. So make sure your staff is properly trained and can properly represent your brand when taking those phone calls means a lot to your bottom line. Your task is to ensure that the customer is getting the most qualified help in the shortest time possible when dealing with your business on the phone.
Audit. Improve. Track.
Mike adds that the worse you can do when it comes down to introducing a new shift in company culture is to announce it publicly to all employees. In fact, you need to be quiet about it until you have your base data. Do mystery shopping at your business, see what needs to be improved, record current state, implement the shift and then track again after the implementation to see the impact on your business.