Holding  Your  Team  Accountable  

Glenn  Pasch,  COO  &  Partner  PCG  Digital  Marke6ng    

 

Process  

 •  is  NOT  a  Dirty  Word  •  A  con;nuous  ac;on,  opera;on  or  series  of  changes  taking  places  in  a  definite  manner  

•  People  want  structure  •  Easier  to  manage  and  hold  accountable  

Goal  of  Workshop  

•  Understanding  why  Process  is  Important  •  How  to  create  good  process  •  How  to  hold  accountable  •  Communica;on  Styles  

Where  to  Look  for  Process  Need  

•  Data  points  to  pain  point  •  Decide  what  ac;on  •  Decide  on  who  will  help  create  process  

•  Create  with  small  group  first  then  give  to  bigger  group  

The  Needs  of  Any  Process  

•  Be  Specific  •  Ac;onable  Tasks  •  Yes  or  No  Func;ons  •  Where  is  fits  into  overall  structure  •  Does  it  impact  other  departments  

Impact  of  One  report  

•  Data  says  increase  paid  search  •  More  Leads  come  in  •  More  Phone  calls  come  in  •  Sales  should  go  up  •  Did  we  let  BDC  or  Internet  team  know  what  we  did  

•  Are  we  staffed  correctly  •  Did  we  increase  accountability    

Mythical  Dealer  Current  Results  

•  #of  leads:  600  •  #  of  engagements  400    (66%)  •  #  of  appointments  225  (56%)  •   #  of  shows    90    (40%)  •  #  of  sales:  50    (55%)  •  Overall  Closing  ra;o:  8.3%  

60  x  4  Rule  to  Begin  

•  600  leads  •  600  x  60%  =  360  engagements  •  360  x  60%  =  216  appointments  •  216  x  60%  =  129  Shows  •  129  x  60%  =  77  cars  sold  •  13%  closing  ra;o    

What  Do  We  Want?  600  leads   Current   13%  

Engagements   400   360   -­‐40  

Appointments   225   216   -­‐9  

Shows   90   129   +39   How?  

Sold   50   77   +27  

Closing  %   8%   13%   +5%  

How  to  Implement  Change  

•  8  Step  Coaching  Process  –  Explain  WHAT  needs  to  happen  –  Explain  WHY  it  is  important  –  Explain  HOW  the  changes  will  happen  –  Demonstrate  –  Role-­‐play  –  Feedback  –  Explain  what  changes  happened  –  Follow  up  

Communica;on  Styles  

•  4  different  types  of  communica;on  styles  that  exist  and  how  your  response  to  each  type  should  be  formulated.    – The  Dominator  – The  Conversa;onalist  – The  Planner  – The  Calculator  

Dominator  

•  This  individual  wants  to  control  the  conversa;on.  Some  traits  are:  

•     •  May  come  off  as  blunt  •  Boeom  Line  aftude  •  Seems  to  be  In  a  hurry  •  Tells  you  what  they  want  versus  asking  for  your  input  

•     

How  To  Handle  Dominator  

•  Be  respecgul  of  their  ideas    •  Focus  on  facts  and  ideas  rather  than  the  person  

•  Have  evidence  to  support  your  argument  •  Be  quick,  focused,  and  to  the  point  •  Show  them  how  they  can  succeed  

Conversa;onalist  

•  These  individuals  are  very  expressive  and  outgoing.      

•  Love  to  talk  especially  about  themselves  

•  Influenced  by  what  others  think,    

•  A  bit  impulsive.    •  Seems  to  enjoy  the  process  of  interac;ng  

How  to  Handle  Conversa;onalist  

   •  Be  social  and  friendly  with  them,  building  the  rela;onship  

•  Listen  to  them  talk  about  their  ideas  •  Make  sugges;ons  to  build  on  their  ideas  •  Don’t  spend  much  ;me  on  the  details  

The  Planner  

•  This  individual  is  prepared  with  their  data  and  has  their  checklist  to  make  sure  they  do  not  forget  anything.      

•  Even  tempered  •  Can  be  seen  as  sol  spoken  •  Asks  ques;ons  but  not  too  analy;cal  •  Avoids  conflict  •  Needs  to  feel  good  about  decision  •  Takes  their  ;me  

How  To  Handle  Planner  

•  Be  genuinely  interest  in  them  as  a  person  •  Give  them  ;me  to  adjust  to  change  •  Clearly  define  goals  for  them    •  Recognize  and  appreciate  their  achievements  •  Avoid  hurry  and  pressure  •  Present  new  ideas  carefully  

The  Calculator  

   •  Analy;cal  •  Methodical  •  Detail  Oriented  •  Must  weigh  all  facts  before  making  decision  

•  Likes  Logical  order  

How  To  Handle  Calculator  

•  Be  prepared.  Don't  ad-­‐lib  with  them    •  Be  logical,  accurate  and  use  clear  data  •  Show  how  things  fit  into  the  bigger  picture  •  Be  specific  in  disagreement  and  focus  on  the  facts  

•  Be  pa;ent,  persistent  and  diploma;c  

Follow  up  on  Results  

 •  If  they  hit,  reinforce  behavior  •  If  they  did  not  hit,  Find  out  what  behavior  was  that  stopped  them  from  achieving.  

Disciplining  

•  Be  clear  on  expecta;ons  •  Be  clear  on  what  has  happened  •  Focus  on  behavior  not  on  person  •  Keep  it  short  •  Be  clear  on  next  steps  if  they  do  not  comply  •  Let  them  know  THEY  put  you  in  this  posi;on  

Summary  

•  People  receive  communica;on  differently  •  By  understanding  communica;on  styles  you  will  have  more  success  of  teaching  s;cking  

•  Easier  to  follow  up  in  no  confusion  to  begin  with  

     –  Office:  732.450.8200  –  Email:  glenn@pcgmailer.com  – @sidebysidecoach  –  www.glennpasch.com  

Thanks