We have all heard the phrase, “Think outside the box.” This is usually a call to be innovative in approaching a problem that needs a solution or perhaps in creating a new process to replace one that isn’t working. In just about every dealership in the country, there are technologies, resources and processes to address problems and provide innovative solutions to those problems: digital or electronic menus, CRMs, Dealer Management Systems, lender approval tools, hiring practices and so on. When a problem arises, we have grown accustomed to seeking a solution that is the new or the latest thing. We do the same thing with personnel. If someone isn’t performing as expected, we want to make a change and move in a different direction. Sound familiar? I want to suggest a different approach. Instead of thinking outside the box, I challenge you to think inside the box before you add another resource or add another employee. What I am suggesting is that you take some time to determine if what you already have might be the solution to what you think you need. Technology is a great example. Are you utilizing the full capability of the technology resources at your dealership? Here’s a funny thing about technology companies and how we look at them: When presented with a new system, software or platform, we agree to pay the monthly fees because, in the demo, we see the technology’s potential to improve our business and believe it provides everything we need to do so. Take your CRM for example. I would assume that when most dealers signed the contract with the CRM provider, they were excited about all the capabilities of the system and what it could do for their business. Unfortunately, after a year or so working with the new CRM, it isn’t uncommon to realize that the dealership is only using about 30% of the capability of the CRM while paying for 100%. THINKING Inside the Box By John Tabar, Executive Director of Training, Brown & Brown Dealer Services 18 Illinois Automobile Dealer News
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