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.



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