IM@CS Web: The Better Way To eComm And Process

Accountability. Denial. Cover Up. A Losing Game.

We all come to proverbial "forks in the road" when it comes to performance, to delivering, to being reliable, to following up and ultimately to understanding what it takes to be better. There are mainly two types of being in business, away from the actual retail transaction if you look at things in very simple terms. Partnership and vendorship. They are both a state of being. Partnership is one thing: a cooperation. Vending is one thing: a delivery mechanism.

Over time all businesses play roles in one or both, likely both. While no person or no entity is perfect, it is in our best interest to actually perform to the best of our ability. It is also in our best interest to acknowledge what is done and undone. In a world where it is standard business to over-promise and under-deliver, when marketing trumps products and services, and reps and salespeople are most concerned with commissions or kickbacks, it is rare for someone to raise their hands and accept responsibility.

Recently I've had to experience both sides of the coin. One as a vendor and one as a partner of the client with another vendor. Watching, as we always do, from the outside, it is interesting to witness companies deal with requests (or demands) for products and/or services. We live it every day. Being first to accept responsibility no matter what. It's a fundamental approach to delivery and client satisfaction. Many argue with that philosophy. In the end, you end up reaping what you sow.

Nobody is wrong in arguing. It is natural to disagree. It is, however, wrong to stay in a position or unbending stance. No matter how comfortable we can become in believing what we vend is completely ideal, there is no such thing. And no company can profess, at least honestly, to no issues of dissatisfaction. This is another thing I've recently had to experience. It is a hopeful thing, just not achievable.

It is in all of our best interest to be teachable, flexible, to listen, ask and confirm as well as validate. In a partnership, these are musts. When these critically important things start to disappear and position is asserted, it is no longer a partnership. Companies need to understand that shouting in order to position or defending their position is detrimental. And not simply because it is being said here, but because most will say and acknowledge the simple fact.

So what do you want to provide? Many businesses seem to want to provide with the opportunity to partner. Some businesses seem to want to partner with the opportunity to provide. No cart or horse here. Not which came first. All of us want to prosper and profit. It is required to continue to provide services. But at what cost? It is true that you can't make everyone happy all of the time. But no business that has more than two customers has never had a squeaky wheel.

Over the next five months, when so much comes down to the pitch, the sell, the flash, the sizzle and the gorilla on the roof, it might just make a few vendors become partners if we all stop and recognize what we're doing this for. Customer service starts with a customer and ends with service. We must be accountable. If your service is operating at 60% efficiency, you might just find that your customer is 40% out the door. If you're paying attention. You can point at anything else that touches what you make, but it's still your responsibility.

Lack of accountability, denial or service, sweeping things under the rug and the like are just a losing game. Oh, it may take time. But it will happen. Businesses today want real. They need honest. They expect more. They deserve what they expect and definitely what they pay for.

Don't you? Act that way.

*No clients were harmed in the making of this post. But many are simply fed up.

 

Best Practices: Professional Insight. Powerful Results.

Four Down, Seventeen Thousand To Go

The last four years have been a blur. Everything has been. From search to social. From template to script. From inbound to outbound. From high line to in line. From DMS to CRM. There have been times where the greatest part of building has simply been the lack of tearing down. It’s been work, even a pain, and it’s all been worth it.

The clients, the information, the partnerships, the alliances, the events, the suppliers, the sources, the reading, the sharing, the confusion, the mistakes, the opportunities, the defeats, the victories. One thing doesn’t stand out more than the other except the constant movement. Each day, all one thousand four hundred sixty of them, has started with an enthusiasm, a passion, a dream, a goal, a commitment, a push, a joy.

Yes, we've been eating the elephant a bite at a bite. One of the most gratifying parts is the tasty pieces. One of the most humbling parts is realizing what you’re doing while you’re in the moment. Our industry now moves at the speed of retail. Which means it moves at its ability to get out of its own way. Much too often there is a focus on moving ahead before there is even an understanding and acknowledgement of a desire to do so. Sometimes the hardest part of moving is the willingness to stop, look and listen.

Obstacles aren’t hurdles, they’re gut checks. They’re sometimes ways that remind us to adjust and sometimes they’re simply a deep breath before continuing on the path. Changing businesses is not a small undertaking. The level of trust required is awesome. Remember that success is measured by how long the changes last, not how fast you simply make change.

Right now is such an incredibly dynamic time. Better said, it’s likely the most dynamic ever. Yet businesses are being led down more paths than ever on guarantees that can’t be made, or measured, or tracked. If you do what we do and you do it more for a check than leaving a legacy, talk with yourself.

Four years later the work is harder, the goals are greater and results are sweeter. Every one of our clients deserves a heartfelt “Thank You” for making us work, keeping us honest and staying committed to their vision. Thank you to the clients that let us go too, as humbling as that is, because is made us think and become better.

And an important thank you to the entire industry. The good, the bad and the ugly. May we raise the determination to learn and change, ridding ourselves of old school mentality, waste and reluctance. Just because something worked for decades doesn’t make it right nor beneficial. Remember that at the end of the day we are all consumers. There a lots of “us” coming through the doors of dealerships. Let’s recognize and celebrate that. Let that fact evoke a stronger calling to improve. Every day.

Four years since IM@CS started. 17,000 more dealerships to improve. Who’s with us?

 

Man isn’t afraid of his own shadow. Just getting out of its way   –Gary May

 

Best Practices: Professional Insight, Powerful Results

 

Are We Just Digital Lemmings?

(Cue the Madonna music) “You know that we are living in a digital world and I’m an automotive digital nerd...” Can you see it now? The musical hit of the automotive digital conference season! Or possibly one more thing that keeps a dealer from making the commitment he or she needs to make that will actually do something great for their business.

Whether acknowledged or not, most of us in the automotive digital realm must have some kind of recessive gene or a predisposition for suffering. But are we the ones making it better or worse? Remember that what drives someone to change is either opportunity or fear. Fight or flight. Survival or death. Being as how we can’t make decisions for others, let alone many times for ourselves, a small percentage of the industry are lining up on a regular basis, strapping our brass cojones on and taking the plunge.

2011 has been an amazing voyage so far and the last four months appear to be no different. If anything, we may experience the dizzying effect of greater immersion. So are we just digital lemmings or do we have a definitive purpose supported by concrete goals? Is our purpose so clear that a dealer can understand both potential benefit and potential loss within 30 minutes?

Let’s ask ourselves just as wide ranging a question as we’d ask a vendor:

“How do we know what value we bring?” Especially since many of the tangibles are so obscure to start with that the ability to define a “good job” takes months or longer.

“How can we define, in lay terms, what we’re attempting to do so that our clients can take over the efforts?” Especially since many times we don’t even understand completely what we’re doing nor expecting.

“How does what we are doing provide the opportunity to create change?” Especially since setting expectations in a “what’s in it for me” environment is at best difficult.

It’s great to participate in an exciting and extremely dynamic part of our business. For many, it has proven immensely successful and profitable. We can all agree that the higher the risk, the higher the reward. At the same time there are days (or longer periods) that can easily qualify as a “loss”.

Being as how this will be read by the leading edge of the force in the automotive digital world, we don’t need to excuse ourselves. But maybe, just maybe, we need to explain ourselves. There is such a high level of blind trust that goes on with relatively significant investments, that defining what we do and don’t do along with what we’re attempting to do and attempting not to do is overdue. There is also a need to be more willing to call bullshit in an accountable, cooperative way.

Remember that if something sounds too good to be true, yes even at a 20 Group meeting, it likely is. It takes a lot to simply take a leap of faith. It’s something entirely different for a vendor to take a client over the edge. No buses or trains here…no company is perfect. Just try not to come off that way (free $100 advice).

So can we lead an industry that’s mostly in the dark collectively? Some of us surely hope so. What’s coming up with three amazing events in Las Vegas in October sure sounds like the right opportunity. Remember that the total amount of people in attendance will likely represent less than 0.001% of the retail industry, OEM and agency staff (less than 1% of just dealer staff). So we need to be incredible. We need to be prepared. We need to show and provide the best information. We need to listen to and respond to the questions and admit when we don’t have an answer. We need to show the way and not just talk about it.

So let’s kick the lemming routine and make the leap a big but manageable step. Let’s give everyone that wants it the secret sauce. Let’s make sure that nobody goes home with a nagging question. Let’s do what is right as if the entire automotive industry depended on it.

And by the way, the entire automotive industry does depend on it….

 

Best Practices: Professional Insight, Powerful Results