![]() ![]() ![]() The solution lies in ensuring that you have processes and technology in place that record and track everything related to a customer’s transaction with your dealership in the most time-efficient manner possible. That being said, there are simply too many things happening and sound bites of information being exchanged that recording everything would be laborious and inefficient. The obvious solution is accurate and detailed documentation in every customer and internal transaction. When a service advisor communicates with a customer ineffectively, the same thing can happen. If a salesperson misunderstands the sales manager when working a deal with a customer, it can alter the rapport and general experience for that customer significantly. ![]() Car dealerships are particularly prone to this given the complexity of many of the activities occurring. Once you realize just how easily spoken communications can be changed inadvertently, the importance of effectively communicating is reinforced. Just as in the game, this phenomenon of simple miscommunication exists in the workplace. Typically, the sentence that is revealed by the person at the end of the line is significantly different than the one that was started with. A simple sentence, starting with the first person, is whispered into the next person’s ear one by one until the message reaches the end of the line. For those that haven’t played, the game is very simple. Ms.Most of us are familiar with the telephone game.Use the shorter phrases for the younger ones. Here is a list that can be used for any grade to get you started. Oh dear! At that time I made up the phrases on the spot, but now I have learned there are a few phrases that work better than others so I come prepared. I started doing this years ago when a craft took 5 minutes instead of 25 to complete. It never fails to fill that extra 5-10 minutes you didn’t count on at the end of the party. This is a go to game I always keep in my back pocket. What you get is normally hysterical pandemonium. Now take a bunch of wound up, sugared up kids and tell them to quietly repeat a single phrase to their partner only once. Sometimes they are fall down, spit your drink out funny. It is so wildly popular still today because of the sheer silliness of the game results. It is one of those games that has stood the test of time. ![]()
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December 2022
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