Page 38 - GIADA-June 2018-Final 062718

CUSTOMER SERVICE

Continued from page 34 or being replaced by someone who will We’re able to identify who’s who and address
reasons preventing dealers from moving make the changes. each individual appropriately.
to a completely transparent online sales
process: As for transforming the sales management I hear many dealers saying the business is
• Fear of change. team, we routinely address this issue during changing so fast. Yet they aren’t. Do you
• The need to transform and/or replace a the leadership and planning phase of our want the market to pass you by? Do you
long-term sales management team. digital/transparent sales implementations. want to gamble on hanging on to your old
best practices or catch up to what today’s
The Rikess Group has been addressing We typically see one-third of managers customers want? Change is a choice. Better
these issues for more than two decades. understanding the need for change and to make it when you can afford to rather
Change is tough, but you always want to willing to help; one-third who wish to than when you are forced to. n
make significant changes voluntarily and continue their traditional opaque/control
when you can still retain a measure of style of selling and will move to a dealership Former dealer Mark Rikess is founder of The
control over your destiny before external where they can continue doing what they’re Rikess Group, a consulting and training firm.
forces make you change in ways you really used to; and one-third who claim they will be He is one of the original advocates of one-
don’t want to deal with. For example: supportive while hoping the transition fails price selling. He is atmarkrikess@gmailcom
financial disaster, loss of the business, and/ and will actively or passively block progress. and 916-715-8129.

GIADA WELCOMES HERMAN CAIN TO THIS YEAR'S
CONVENTION & TRADE EXPO
July 12-14, 2018
Hyatt Regency Savannah
CLICK TO REGISTER SO YOU CAN MEET MR. CAIN
GIADA_Carolina-Jan2018_half.pdf 1 1/22/18 2:07 PM

C
M
Y
CM
MY
CY
CMY
K

36 | GIADA Independent Auto Dealer JUNE 2018