Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Feb 14, 2008 5:16 pm Post subject: People Skills
Dave mentioned people skills in his previous post. I think this is a great topic, one any shop might benefit from. Often when social [people] skills are considered, they are associated only with service writers or salespeople. This is certainly important and Dr. Deming addressed this in point thirteen of his fourteen points.
Equally important and often overlooked in my opinion, is providing social training for technical personnel. Many managers fail to consider the impact technical people have on clients. It is human nature to make assumptions about people [and the company] using only what we sense. For instance, when a person speaks eloquently, they are often thought to be educated. This may are may not be the case, but it does occur. In the same manner, a highly skilled technician may not appear so, if they lack the necessary skills to interact with clients.
In a more positive manner, it is amazing the impact a technician with people skills can have on a client. It can reinforce the thought that the client has chosen the best place for their very expensive investment to be taken care of. Folks tend to take in information through their eyes and ears. Proper dress, grooming and speech can be very positive [profitable] for a shop.
In the past, I have had good luck using Dale Carnegie and several private local trainers. One of our favorite classes was one on table etiquette. All staff members and their spouses attended. My techs have told me, they now feel much more comfortable at formal dinners and parties. This leads to conversation with others and inevitably additional work in the shop.
There might be any number of classes that could be held. I feel the point is, the more comfortable a person feels in social situations, the more easily and naturally they will interact. A side benefit is, they may also feel better about themselves as well.
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Sat Feb 16, 2008 10:31 pm Post subject:
Whomever the client is talking to, is the company, in the clients eyes. If this person has a positive effect on the client, the company is well thought of. Everybody in the company needs to look and act like professionals.
I think when clients are involved the relationship goes further than just representing the company. You become the company, as far as the client is concerned.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Feb 19, 2008 8:18 pm Post subject:
Dave wrote:
Whomever the client is talking to, is the company, in the clients eyes. If this person has a positive effect on the client, the company is well thought of. Everybody in the company needs to look and act like professionals.
I think when clients are involved the relationship goes further than just representing the company. You become the company, as far as the client is concerned.
Hi Dave,
I think you are 100% correct, but find most businesses [even very large ones] don't really seem to get it. I have always been amazed how the CEO may be paid $XM a year, but the minimum wage front-line people have control of the most valuable asset in the company, the client.
I will go way out of my way to frequent the businesses I know that have well trained staff. I find it a delight to walk into a business, where everyone is pleasant and willing to help. Price and location become a great deal less important to me, when I receive truly professional, courteous service. This sure seems like a huge competitive advantage to me and one not often tried?
Talk about ROI. I know of nowhere, that so little investment can earn such a return.
Joined: 09 Dec 2007 Posts: 21 Location: Lathrop MO
Posted: Tue Feb 26, 2008 12:18 am Post subject:
louis wrote:
I will go way out of my way to frequent the businesses I know that have well trained staff. I find it a delight to walk into a business, where everyone is pleasant and willing to help. Price and location become a great deal less important to me, when I receive truly professional, courteous service. This sure seems like a huge competitive advantage to me and one not often tried?
Hi Louis,
Of course your right, I believe it is a competitive advantage, however I think it would be good to keep it within context.....You are not the average person. There are plenty of people like minded and do see the advantages the same as you, but there's a reason why the Full Service gas station is a thing of the past.
It's been tried, it worked well for generations and then failed.....but today is a new day
Do you believe people like you are in the majority or minority in today's society?
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Feb 26, 2008 2:18 pm Post subject:
Jeff S wrote:
louis wrote:
I will go way out of my way to frequent the businesses I know that have well trained staff. I find it a delight to walk into a business, where everyone is pleasant and willing to help. Price and location become a great deal less important to me, when I receive truly professional, courteous service. This sure seems like a huge competitive advantage to me and one not often tried?
Hi Louis,
Of course your right, I believe it is a competitive advantage, however I think it would be good to keep it within context.....You are not the average person. There are plenty of people like minded and do see the advantages the same as you, but there's a reason why the Full Service gas station is a thing of the past.
It's been tried, it worked well for generations and then failed.....but today is a new day
Do you believe people like you are in the majority or minority in today's society?
Hi Jeff,
I could not speak as to whether I represent a majority or minority, but there are more than enough like me so that I can make more money than I will be able to spend, serving their needs. I think almost everyone in this trade vastly under-estimates the size of the market [or potential market.] The amount of business done by the largest shops is unmeasurable, when compared to the dollars spent on transportation. Market size is not an issue in my opinion, as long as you have a service people see a need for and a manner of letting them know about it. Thanks Jeff, I appreciate the reply.
Joined: 09 Dec 2007 Posts: 21 Location: Lathrop MO
Posted: Wed Feb 27, 2008 1:33 am Post subject:
louis wrote:
I will go way out of my way to frequent the businesses I know that have well trained staff. I find it a delight to walk into a business, where everyone is pleasant and willing to help. Price and location become a great deal less important to me, when I receive truly professional, courteous service. This sure seems like a huge competitive advantage to me and one not often tried?
Hi Louis, I'm a bit confused. My question pertained to the comment in bold letters. Market size? Price and location are more or less important to the majority?
If you are in the minority with this outlook, would it be fair to say marketing towards people like you would be a kind of "nitch" market where there is plenty of opportunity? If it is a nitch market, and things in life tend to go in cycles could it be possible there will come a day people with the same outlook as you could then become the majority?
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Wed Feb 27, 2008 6:36 pm Post subject:
Jeff S wrote:
louis wrote:
I will go way out of my way to frequent the businesses I know that have well trained staff. I find it a delight to walk into a business, where everyone is pleasant and willing to help. Price and location become a great deal less important to me, when I receive truly professional, courteous service. This sure seems like a huge competitive advantage to me and one not often tried?
Hi Louis, I'm a bit confused. My question pertained to the comment in bold letters. Market size? Price and location are more or less important to the majority?
Hi Jeff,
I'm sorry, I should have stated my point more clearly. My point is, I think every one wants convenience and price [more properly cost] myself included. Some realize this comes from dealing with the highest quality vendor. Going out of my way to find this person and/or paying them a higher price, will ultimately cost me less and be more convenient.
I think because the majority have not seen an example of overwhelmingly better service in any given location, they may not know how best to judge cost or convenience. To them the closest and cheapest may SEEM to be best.
If service is equally bad in A and in B, then location and price become quite important. If A is a great deal better than B, C, D or E and is out of the way, I think the majority will travel to A. This is because many years of experience and study have shown them that this is the ultimate convenience.
Jeff S wrote:
If you are in the minority with this outlook, would it be fair to say marketing towards people like you would be a kind of "nitch" market where there is plenty of opportunity? If it is a nitch market, and things in life tend to go in cycles could it be possible there will come a day people with the same outlook as you could then become the majority?
I think everyone is capable of understanding over all lowest cost, though many have not been exposed to it. It is also insufficient to simply claim to deliver it. People are smart, it must be demonstrated over time. To this end, I feel the world is the nitch. Business must work on delivery rather than promises the ring hollow. Thanks Jeff, I hope that was more clearly written. If not let me know and I will give it another try.
Joined: 09 Dec 2007 Posts: 21 Location: Lathrop MO
Posted: Thu Feb 28, 2008 5:01 pm Post subject:
Hi Louis,
I'm glad I asked, I really liked your answer and I believe I understand what your point.
The point(s) you've addressed for me seem a bit off the topic of "people skills" but I'm glad it was discussed and believe there's plenty more that could be discussed.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Feb 28, 2008 8:18 pm Post subject:
Jeff S wrote:
Hi Louis,
I'm glad I asked, I really liked your answer and I believe I understand what your point.
The point(s) you've addressed for me seem a bit off the topic of "people skills" but I'm glad it was discussed and believe there's plenty more that could be discussed.
Thanks for your insight.
Hi Jeff,
Yes, I have drifted into a new topic I agree there is a lot more that could be added. I wish others would chime in with their opinions. Only a tiny fraction of those that read the site actually post. I think that's unfortunate and invite would like to invite everyone to join in.
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I agree there is a lot more that could be added. I wish others would chime in with their opinions. Only a tiny fraction of those that read the site actually post. I think that's unfortunate and invite would like to invite everyone to join in.
