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Tom Kline

Trust, Your Employees, and Lady Gaga

March 10, 2021 by Tom Kline

Employee trust

"Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that mother #&* @'s reflection."~ Lady Gaga Positive relations with employees start with trust. If you break the trust, you have a long journey ahead. You may be in one of four scenarios: You have trust with your staff and want to ensure you maintain it.You had trust with the … [Read more...] about Trust, Your Employees, and Lady Gaga

How To Handle A Customer Dispute Like a Pro: Part 2

February 10, 2021 by Tom Kline

customer disputes

In Part 1, you will recall that we had the goals of discovering the truth, building trust, and de-escalating the customer’s anger (a.k.a. extracting the venom). We learned how to set expectations, communicate during the first meeting, and how not to irritate the customer. Here’s how to build on your initial success and capitalize on the customer trust you have earned.   The … [Read more...] about How To Handle A Customer Dispute Like a Pro: Part 2

How To Handle A Customer Dispute Like a Pro: Part 1

February 3, 2021 by Tom Kline

dispute management

“The only difference between an ordeal and an adventure is your attitude,” states the recent, popular internet meme I encountered, and I agree. Customer disputes often begin when you hear from a third party. The customer may not complain because of their feelings: shame, embarrassment, or self-doubt, to name a few. You may instead hear it from a lawyer or regulator (i.e. a … [Read more...] about How To Handle A Customer Dispute Like a Pro: Part 1

Harmful Dealership Advertising: The Lollipop 1 Model

January 8, 2021 by Tom Kline

Would you ever give a little child a lollipop and then take it back? Outrageous, right? This causes upset, hurt feelings, destroys trust, and creates anger.   You create this same dynamic with customers when you advertise deceptively, whether it is intentional or not. In these cases, consumer protection laws often triple damages and will require you to pay for … [Read more...] about Harmful Dealership Advertising: The Lollipop 1 Model

Don’t You Agree? Fundamental Questions Answered Regarding Dealership Compliance

December 8, 2020 by Tom Kline

Mind the Gap

"I don't have to agree, but I do have to comply," said an old employee and friend of mine named "Hank." He said it with a wry smile whenever he didn't agree with something I asked him to do. Then, he would do it because I asked him. And he would chuckle to himself. So who really wants to comply?  No one, including your dog, when you tell him/her to "sit" or "stay." … [Read more...] about Don’t You Agree? Fundamental Questions Answered Regarding Dealership Compliance

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