Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Sat Oct 06, 2007 9:27 pm Post subject: Are you Likeable?
I was reading an article the other day about how people that are likeable get treated better. The author stated that Doctors spend more time with patients they like. Juries find likeable people not guilty a higher percentage of the time. Likeable candidates are more likely to get elected to public office. Success in the workplace is more about likeability, than who you know or what you know.
It got me to thinking about the people with whom we do business. Almost all of them are people that I like. Granted, we want quality products and good service, but if I do not like a person I will not spend much money with that person. My wife and I used to eat at a favorite restaurant every Friday evening. The food was good and we liked the waitress. For some reason that waitress is no longer working there. The other wait staff do what they are supposed to and the food is good, but it is not the same. We do not like them, so we have quit eating there.
Is this part of what is wrong with our trade? In addition to learning to be business people we also have to be likeable!
Most shops are owned by former techs. Some techs have an arrogant, “I know more than anybody” attitude. They are full of self importance. They are good at what they do, but not as good as they think they are. If they open up their own shops, does their attitude prevent them from being successful?
Is part of the reason that shops struggle to survive due to the non-likeability of the people in them?
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Here's a little more fuel for the fire: In advertising there is a saying "People buy from people they know, then like, then trust."
Advertising can only let people know about you, where you are and what you sell. If they take the next step and call or visit, then your firm's procedures and personalities can make them like or dislike your business, which is what you are saying. And you are right.
The final step is to make them trust you. Then you have a customer.
Taking a step back from that topic, many businesses fail or succeed in spite of the personalities involved, as product, price, place of delivery and marketing carry a lot of weight. However, auto repair is a service business, and a hard one to be in at that, as it is both people-intensive and technically-intensive. Ability on both areas is critical, along with good business sense.
To further widen your point, and since most independent repair shops are run by the owner, his or her personality and style is the shops 'brand.' The brand is valuable; change owners and watch the customers leave. Consumers are loyal to brands, from beer to food to tires to restaraunt chains to coffee. Loyalty can be measured on a scale of zero to 100%.
You name it, billions of dollars are spent yearly fiercely defending brands. Build it, defend it or lose it.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Oct 08, 2007 8:33 pm Post subject: Re: Are you Likeable?
Hi Dave,
Great post! I don't think being likeable is all that a shop needs, but it is a huge plus. For instance a guy may be very likeable, but technically incompetent and not do very well. On the other hand, he may be technically excellent, unlikeable and still do poorly. The following are my observations and open for discussion.
Dave wrote:
I was reading an article the other day about how people that are likeable get treated better. The author stated that Doctors spend more time with patients they like. Juries find likeable people not guilty a higher percentage of the time. Likeable candidates are more likely to get elected to public office. Success in the workplace is more about likeability, than who you know or what you know.
It got me to thinking about the people with whom we do business. Almost all of them are people that I like. Granted, we want quality products and good service, but if I do not like a person I will not spend much money with that person. My wife and I used to eat at a favorite restaurant every Friday evening. The food was good and we liked the waitress. For some reason that waitress is no longer working there. The other wait staff do what they are supposed to and the food is good, but it is not the same. We do not like them, so we have quit eating there.
Is this part of what is wrong with our trade? In addition to learning to be business people we also have to be likeable!
As a contrary view, I think being likeable is why most small shops succeed to the degree that they do. It is also a double edge sword, however. People normally like and are likeable to others that think and act as they do. This can quickly build a following and help a business survive. From there it can also severely limit growth. The majority of people will have different thoughts from ours. They may not seem as easy to like, or to appear likeable. This is learned behavior and helped only by holding a more open mind. A business cannot afford to take rejection personally.
Dave wrote:
Most shops are owned by former techs. Some techs have an arrogant, “I know more than anybody” attitude. They are full of self importance. They are good at what they do, but not as good as they think they are. If they open up their own shops, does their attitude prevent them from being successful?
Is part of the reason that shops struggle to survive due to the non-likeability of the people in them?
I think perhaps it is more a "conditional like-ability." Some like them or they would be out of business. The problem as I see it is a limited view point and it may be related to technical training. Technical problems are generally yes/no, 0/1, good/bad, etc. People are not that way at all.
A person may not wish to follow a certain recommendation. This does not mean they are branded a “C” or “D” client. People make choices that they feel are in their own best interest, at the time. Reacting to this in an emotional manner, makes a provider much less likeable. People do not come to a shop for judgement, they come for service. More to the point, for service they see as in their own best interest, at this time. The failure is in demonstrating that the recommended service is in their best interest and why. It is not a failure on the part of the client. This is not a time for emotion, it is a time for learning.
I think a second major cause, is shops feeling they have been taken advantage of. For instance, they solve a very complex problem and don't charge what they feel it was worth. Now they seem to think the client owes a debt of gratitude [loyalty.]
In reality, not charging a fair price was a poor business decision. Beyond paying the price requested, the client owes a business nothing. Taking this personally, can easily result in behavior that causes a person to seem unlikeable. This client and those they influence may not see such a shop as likeable. My feeling is, this is avoidable though a change of behavior; a different perspective.
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Tue Oct 09, 2007 10:15 pm Post subject:
Bud wrote:
Here's a little more fuel for the fire: In advertising there is a saying "People buy from people they know, then like, then trust."
Advertising can only let people know about you, where you are and what you sell. If they take the next step and call or visit, then your firm's procedures and personalities can make them like or dislike your business, which is what you are saying. And you are right.
Businesses spend thousands of dollars a year to make the phone ring, then when it does, the business drops the ball. Most people do not ask the phone caller for their name, nor do they ask for an appointment. It seems that we are so afraid of the phone shopper that we run people off. Tell me again, why did we just pay all that money to make the phone ring?
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Tue Oct 09, 2007 10:21 pm Post subject:
Bud wrote:
Here's a little more fuel for the fire: In advertising there is a saying "People buy from people they know, then like, then trust."
Advertising can only let people know about you, where you are and what you sell. If they take the next step and call or visit, then your firm's procedures and personalities can make them like or dislike your business, which is what you are saying. And you are right.
Businesses spend thousands of dollars a year to make the phone ring, then when it does, the business drops the ball. Most people do not ask the phone caller for their name, nor do they ask for an appointment. It seems that we are so afraid of the phone shopper that we run people off. Tell me again, why did we just pay all that money to make the phone ring?
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 04 Sep 2007 Posts: 47 Location: Grand Rapids, MI, USA
Posted: Sat Oct 20, 2007 7:55 pm Post subject:
Dave wrote:
Bud wrote:
Here's a little more fuel for the fire: In advertising there is a saying "People buy from people they know, then like, then trust."
Advertising can only let people know about you, where you are and what you sell. If they take the next step and call or visit, then your firm's procedures and personalities can make them like or dislike your business, which is what you are saying. And you are right.
Businesses spend thousands of dollars a year to make the phone ring, then when it does, the business drops the ball. Most people do not ask the phone caller for their name, nor do they ask for an appointment. It seems that we are so afraid of the phone shopper that we run people off. Tell me again, why did we just pay all that money to make the phone ring?
You have nailed this problem very well. I am not likeable...and I don't really like people. But, I have learned how to act correctly in order to be reasonably successful.
This issue really comes into play with SA's. Way too many shops hire based on talent instead of likeability and wonder why business is slow.
_________________ Tom Ham
AutomotiveManagementNetwork.com - Hams Management Systems
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Fri Oct 26, 2007 4:56 pm Post subject:
Hi Tom,
Tom Ham wrote:
You have nailed this problem very well. I am not likeable...and I don't really like people. But, I have learned how to act correctly in order to be reasonably successful.
You must be a pretty good actor, I find you very likeable
Tom Ham wrote:
This issue really comes into play with SA's. Way too many shops hire based on talent instead of likeability and wonder why business is slow.
Is likeability something a person is born with or something a person may learn to accomplish?
Joined: 04 Sep 2007 Posts: 47 Location: Grand Rapids, MI, USA
Posted: Sun Nov 04, 2007 11:02 am Post subject:
louis wrote:
Hi Tom,
Tom Ham wrote:
You have nailed this problem very well. I am not likeable...and I don't really like people. But, I have learned how to act correctly in order to be reasonably successful.
You must be a pretty good actor, I find you very likeable
Tom Ham wrote:
This issue really comes into play with SA's. Way too many shops hire based on talent instead of likeability and wonder why business is slow.
Is likeability something a person is born with or something a person may learn to accomplish?
Yes to both. However learning it, depending on the person, can be extremely difficult. It is a far easier road training the former to be a service advisor than the latter.
_________________ Tom Ham
AutomotiveManagementNetwork.com - Hams Management Systems
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Nov 06, 2007 11:55 am Post subject:
Hi Tom,
louis wrote:
Is likeability something a person is born with or something a person may learn to accomplish?
tom wrote:
Yes to both. However learning it, depending on the person, can be extremely difficult. It is a far easier road training the former to be a service advisor than the latter.
I'm not certain anyone is born with an ability to be like-able, though I think many people find it easier to do what is necessary than others. Like most talents, to some they come easily. Others have to work harder, but almost anybody can be much better than they are with practice and effort.
Have you also noticed the very things that make some folks like-able to a certain group may make them unlikable to another? Thanks Tom, I appreciate your reply.
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