The Power of Success


By Randolph Lofgren

Every­one wants to be suc­cess­ful! But who’s will­ing to put in the effort and ded­i­ca­tion to reach such a level? What’s more, get­ting to the top isn’t as hard as stay­ing on top.

There are many fac­tors that come into effect when busi­nesses aren’t as suc­cess­ful as they need to be. That’s why it’s impor­tant to have the basic steps incor­po­rated into your busi­ness. And, if you think you do, are they fol­lowed through and mon­i­tored like they need to be?

Let’s cover the basics that it will take to get to – and stay – on the top.

Busi­ness Plan

It’s very impor­tant that you review with each employee your busi­ness plan. Your staff has to know where you plan on tak­ing your busi­ness. I call it a road map for Own­ers, Gen­eral Man­agers and Fixed Oper­a­tions Directors.

Set­ting Goals

Goals are set to give your employ­ees direc­tion. You need to sit down with each one of your employ­ees, one-on-one. Make sure you’ve done your dili­gence and reviewed their daily sales, aver­age per repair order, ELR, cus­tomer sat­is­fac­tion scores, etc.

Action Plans

It’s your job to come up with action plans for each employee. With the infor­ma­tion you’ve col­lected from their goals, you now need to develop action plans, to be mon­i­tored daily.

Prod­uct Knowl­edge Training

This step is so impor­tant. Have you ever gone to buy some­thing and your knowl­edge on that prod­uct isn’t what you need it to be? Then you find some­one to assist you and their prod­uct knowl­edge isn’t what you expected? It’s very frustrating!

Meet and Greet

This is the most impor­tant com­po­nent to a busi­ness becom­ing suc­cess­ful. How many times have you encoun­tered a restau­rant host or host­ess who was not very friendly? Or a wait­ress with poor com­mu­ni­ca­tion skills? So train your employ­ees on a proper meet-and-greet with top-level cus­tomer ser­vice skills. You must con­stantly mon­i­tor your employ­ees. They are frontline.


Some of the best mar­ket­ing I’ve seen is free. Many com­pa­nies spend thou­sands of dol­lars on mar­ket­ing to bring in addi­tional busi­ness. But can you han­dle the addi­tional busi­ness with the cus­tomer ser­vice skills your employ­ees deliver to your guests? A com­pany with out­stand­ing cus­tomer ser­vice will out-do any other com­pany with poor cus­tomer service.

Take one step at a time. Mas­ter it, then go on to the next. It’s hard to beat a team with a solid plan!

Ran­dolph Lof­gren is the founder and pres­i­dent of Bot­tom­line Con­sult­ing, spe­cial­iz­ing in Fixed Oper­a­tions man­age­ment and sup­port staff con­sult­ing and train­ing. Our thanks to the folks at Fixed Ops Mag­a­zine for this material.