1. WELCOME Increase Your Business Eliminate Departmental Barriers Increase Your Business Eliminate Departmental Barriers Lynn Bradfield

2. When You Wake Up in the Jungle… Every morning in Africa a gazelle wakes up. It must outrun the fastest lion or it will be eaten. Increase Your Business Eliminate Departmental Barriers

3. When You Wake Up in the Jungle… Increase Your Business Eliminate Departmental Barriers Every morning in Africa a lion wakes up. It must outrun the slowest gazelle or it will starve to death.

4. So… … It’s all about Speed, Execution and Coordinate Actions Increase Your Business Eliminate Departmental Barriers The Moral of the Story is……no matter who you are, when you wake up in the morning….. You’d better be RUNNING!

5. What can you do within your dealership to increase business? … for sales? …for service? …for parts? …for your marina? Increase Your Business Eliminate Departmental Barriers

6. Dealership Sales Service Parts F&I Office Marina CUSTOMER EXPERIENCE Dealership Departments Increase Your Business Eliminate Departmental Barriers

7. What is a "CONNECTOR” ? Webster’s Definition: 1. To join or fasten together usually by something intervening 2. To place or establish a relationship Our definition: – A process used to connect customers to every department at the dealership thus creating one seamless experience Increase Your Business Eliminate Departmental Barriers

8. All The Reasons Why Not.. Increase Your Business Eliminate Departmental Barriers White Spaces Departmental Goals Employee Roles Manager Roles Dealership Focus Facility Layout Too Costly

9. What Can You Do ? Eliminate Barriers Establish cross functional roles Create the right atmosphere Knock some walls down (real and imaginary) Get everyone involved Then expand current and create new “CONNECTORS” Increase Your Business Eliminate Departmental Barriers

10. Connectors – Sales to Service Increase Your Business Eliminate Departmental Barriers Connectors

11. Take a minute and…. List three things that your Sales department does to help send business to your Service department Increase Your Business Eliminate Departmental Barriers

12. Your Connectors Sales to Service Connectors Currently in Place: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

13. New Connector Ideas Sales to Service Connectors Ideas to Consider: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ 4. _________________________________ _________________________________ 5. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

14. Connectors – Service to Sales Increase Your Business Eliminate Departmental Barriers Connectors

15. Take a minute and…. List three things that your Service department does to help send business to your Sales department Increase Your Business Eliminate Departmental Barriers

16. Your Connectors Service to Sales Connectors Currently in Place: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

17. New Connector Ideas Service to Sales Connectors Ideas to Consider: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ 4. _________________________________ _________________________________ 5. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

18. Connectors – Service to Parts Increase Your Business Eliminate Departmental Barriers Connectors

19. Take a minute and…. List three things that your Service department does to help send business to your Parts department Increase Your Business Eliminate Departmental Barriers

20. Your Connectors Service to Parts Connectors Currently in Place: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

21. New Connector Ideas Service to Parts Connectors Ideas to Consider: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ 4. _________________________________ _________________________________ 5. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

22. Connectors – Parts to Service Increase Your Business Eliminate Departmental Barriers Connectors

23. Take a minute and…. List three things that your Parts department does to help send business to your Service department Increase Your Business Eliminate Departmental Barriers

24. Your Connectors Parts to Service Connectors Currently in Place: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ Increase Your Business Eliminate Departmental Barriers

25. New Connector Ideas Increase Your Business Eliminate Departmental Barriers Parts to Service Connectors Ideas to Consider: 1._________________________________ _________________________________ 2._________________________________ _________________________________ 3. _________________________________ _________________________________ 4. _________________________________ _________________________________ 5. _________________________________ _________________________________

26. How Do You Create Your Own Connectors? Create the RIGHT atmosphere Managers LEAD BY EXAMPLE ALL ideas are good Get EXCITED Do ONE set of connectors at a time Involve EVERYONE Increase Your Business Eliminate Departmental Barriers

27. Select Connectors and Implement Low hanging fruit Ideas that have the biggest bang for the buck Set expectations Provide Continuous support Monitor your progress Keep everyone involved What else Increase Your Business Eliminate Departmental Barriers

28. Make It Real... Develop an Action Plan Area Of Opportunity (Circle1): Sales Service Parts Marina Action Steps: 1. What do you want to Implement? _________________________________ _________________________________ 2. Who Needs to be Involved?_________________________________ 3. When do you want to Start?___________ 4. Are there any barriers?_______________ _________________________________ Increase Your Business Eliminate Departmental Barriers

29. Map Your Process To ensure everyone understands and supports your connector efforts try process mapping them and share them with all your employees Increase Your Business Eliminate Departmental Barriers

30. Connectors Are In Place…So When Do You Pitch Them? Sales verses Service? Meet & Greet? Boat status update? – Phone – Waiting room Exit? Increase Your Business Eliminate Departmental Barriers

31. Develop Your Own Pitch! You have decided what you want to do Make sure your committed and have buy-in Try it out and modify it until it works Increase Your Business Eliminate Departmental Barriers

32. It’s time..pitch it and make it…. A HOME RUN!! Increase Your Business Eliminate Departmental Barriers

33. Thank You! Lynn Bradfield 989-948-1578 lbradfield@fivestarsolutions.com Thank You! Lynn Bradfield 989-948-1578 lbradfield@fivestarsolutions.com