Mike Townsend is the owner of Townsend Strategies, a sales and leadership training and marketing company that advises independent tire dealerships. To contact Townsend, email him at firstname.lastname@example.org.
Do you think your sales team is firing on all cylinders? Mike Townsend visited 70 stores as part of a secret shopper exercise and he says in those visits not a single employee asked him to buy anything. He offers tips to help your team close the sales gap.
Why is delivering good, old-fashioned customer service not enough in today's hyper-competitive market? How can you "make the switch" to providing a repeatable, superior customer experience instead? Check out this article from MTD's Tire Dealer Survival Guide for more information.
Now more than ever, you need to know if you and your salespeople are “order takers” or “sales makers.” This can be very difficult to tell based on sales and/or profit margin at your store - or virtually any store.
How do you secure “buy-in” from your employees so you can work together to move your business forward? Modern Tire Dealer columnist Mike Townsend has three tips to secure commitment and prevent “sandbagging.”
Trust inspires your workers to do their best for your business. As a leader, your first step is to learn exactly what your employees are feeling. And the only way to know their feelings is to build the “right kind” of trust.
It seems that change is in the air. Merger mania on both the retail and wholesale side continues and many tire retailers feel like they are being surrounded and vulnerable to how others may try to beat them with lower prices, rebates and sales gimmicks.
I met with a multi-store tire retail business owner recently who had no idea what “Customer Experience,” aka CE, meant. When I asked him about customer service, he knew immediately what to say: “Customer service is taking care of your customers,” he passionately proclaimed.