JOEL KANSANBACK BROWN & BROWN DEALER SERVICES Consultant’s Corner Process Oriented In today’s business nomenclature, it is so common that we refer to ourselves or someone as a process-oriented person. I think it’s kind of assumed that we all know what that means. It’s a person who operates with a plan. A set of steps to success. They are viewed as structured, well thought out and with tremendous resolve and follow through. These process-oriented people are the opposite of shoot-from-the-hip, follow your gut, wing it, try your hardest and hope it all turns out. If you look at it that way, can we in today’s modern business world afford to not be process oriented? I would suggest to you that in a business with traditionally razor thin margins, huge capital investments, large number of employees, a very litigious environment, everyone must be process oriented. Historically, entrepreneurs have been the risk takers, the eagles that soar in the face of adversity. Maybe these natural leaders don’t need a handbook for success but follow their gut, make the tough decisions, lead from out front, and get things done. There are some awesome and inspiring traits in there, but I would suggest to you that in our more sophisticated world we can have a process for everything. We can’t afford to not surround ourselves with people who can value and follow a plan. It’s time to take the next steps to embracing this throughout the dealership. We can no longer just hire people we like that seem most similar to the hiring manager. We must value detail orientation and follow through in a way we never have before. If a person can’t follow a process, they can’t be on the team. We can no longer reward sales achievements without regard for CSI and we must have clear processes and strategies for dealing with today’s consumer. Not only are they more informed and sophisticated, but they want their information when they want it, and they want input in their buying journey. The days of “come on in” being the response to every question asked by email or phone need to be over. To do this you will need a comprehensive plan that includes training. This training will require an outside facilitator. We are that outside facilitator, the agent of change for the future. For more information, please contact Francis Fagan with Brown & Brown Dealer Services at 312-608-4979 or francis.fagan@bbrown.com. Francis is the Regional Training Director for Illinois and Indiana. At Brown & Brown Dealer Services we put the emphasis on training. Visit our website for our training calendar and to meet our nationally renowned trainers: www.bbdealerservices.com. 11
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