This month Martec Europe celebrates 20 years of helping Motor Manufacturers and Automotive Retail Groups, to be successful, through providing exceptional customer experiences to their prospects and customers.

From studying and listening to literally millions of dealer and client interactions, we’ve used that evidence to identify a range of best practices and then have built that experience into a range of training, monitoring and follow-up programmes that are appropriate to all customer facing staff and their managers.

This suite of Business Improvement Programmes helps individuals and teams replace uncertainty with confidence at both ends of the telephone, PC or mobile device and on each side of the sales and service desks.

Knowledgeable, confident salespeople manage relationships in a way to ensure that the buyer feels valued and when the buyer feels valued the transaction becomes an element of the relationship, not the conclusion to the relationship.

That being so, once the transaction is done and dusted, we help salespeople manage the ongoing relationship to ensure maximum return on investment through customer satisfaction and loyalty.

Here’s to another 20 years!

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On a daily basis working in the Martec Europe office, I get articles and stories from colleagues which they found interesting and want to share.  This week Neil Pursell, one of our Directors sent me Orr’s Law.  This article is based on a theory that within everyone of us there are two people, a thinker and a prover.

It suggests that the thinker part of us thinks up ideas, whilst the prover collects facts that support these ideas.

This got me thinking, if you think of something or have an idea of something then it’s most likely to come true.

An example of this for me and my colleagues would be in car sales training.  If we went to a car dealership to train the sales people how to sell more cars or to use one of our systems and when we arrived believed they couldn’t do it, then that would most likely come true.  On the other hand, when we go there believing sales people can learn anything we show them, then that’s what happens.

This article caught my attention because it would be useful in our sales coaching programme and so I sent it around the office to see what everyone else thought.

Here are a couple of the stories that came back to me…

“My mum used to annoy me (as mums do) when going to a multi storey car park, she would only go to the first floor and she would always say “there will be a space, there will be a space”, totally convinced, and, within one lap, there was, every single time without fail.”  How lucky is she?

“When I play Golf I always struggle with my pitching around the greens, for some reason I don’t have soft hands!

Every time I approach a chip, just before I hit the ball, whilst my arms are in the arch, my hands flick into non chipping mode, It must be because my sub conscious is saying ‘you can’t chip’”

Interesting isn’t it?

Try it out and let me know how you got on!