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You’re Not in a Mayberry Fairy Tale

You’re Not in a Mayberry Fairy Tale

I like watching old television programs. “The Andy Griffith Show” is a favorite. It depicts a simpler time. Sheriff Andy Taylor was in charge of the town, Deputy Barney Fife provided some humor, and Aunt Bea kept everyone in line. Eccentric townspeople served as the foil for many episodes. Son Opie delivered frequent life lesson … Read More »

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How to Recruit, Hire and Train Agents

How to Recruit, Hire and Train Agents

At the Agent Summit earlier this year, I was given the opportunity to do a presentation on how to recruit, hire and train agents. My message focused on the importance of identifying your specific need, using the available arenas to find candidates, and crafting a pay plan that would match the behavior we were seeking. … Read More »

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Compliance Management System or Compliance Training?

Compliance Management System or Compliance Training?

What is the important and significant difference between a compliance management system (CMS) and compliance training? Why is one preferable to the other in the compliance space for dealerships? A “system” has been defined as describing a set of connected parts forming a complex whole or an organized set of procedures by which something is … Read More »

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The 10 Commandments of a Great Customer Experience: Part 1

The 10 Commandments of a Great Customer Experience: Part 1

Is providing great customer service and a great customer experience the same thing? The two couldn’t be more different! In many F&I offices, the effort is focused on getting better at what we do instead of how we do it. As an agent, the ultimate goal of your dealership’s F&I teams should be to provide … Read More »

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The 10 Commandments of a Great Customer Experience: Part 2

The 10 Commandments of a Great Customer Experience: Part 2

Agents know creating a great customer experience makes their time with their F&I professional memorable. Here are the next five commandments that will make it happen for you and your trainees: VI. Practice Purposefully. If you ever played Little League baseball, you’ll remember the phrase, “You play like you practice.” Skills that are not practiced … Read More »

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