April 14, 2024 • 19 mins
Welcome to our "Prepare To Win" podcast episode, where we explore the critical concept of communication. All relationships, whether personal or professional, require communication to thrive. Tune in to discover actionable strategies for deepening and strengthening your relationships.
Connect with us at https://preparetowin.com
Call or Text David @ 765-560-7338
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
David Lowe (00:00):
Relationships are built on communication, and when
communication ends, so does therelationship Stay tuned.
Grace Lupoi (00:18):
Welcome to Prepare to Win.
I'm Grace Lupoi, and and I'mhere with David Lowe, and you
just said that relationshipsthrive and kind of die based off
that communication.
They do Right.
What do you mean by that?
David Lowe (00:28):
Pretty strong statement, isn't it?
Yes?
Well, with communications,relationships are built, and
without communication, thenobviously relationships die.
And so we're, you know, in thiswhole podcast, every episode
we're doing, we really want tofocus on the principles that
drive excellence into our life,not just our business life, but
(00:52):
our personal life as well.
So let's kind of talk about wehave both these relationships
personal relationships and wehave business relationships,
right, have businessrelationships right Now.
I think this kind of came beforethe forefront when we were
talking about that.
We talk to salesmen all thetime about relationship with the
(01:13):
buyer.
In fact, that's our sellingsystem, right?
We believe that when a buyerfeels known, understood and
valued, they will value us,they'll want to do business with
us, right?
So it's less about selling theproduct and more about
understanding how the product'sgoing to affect our people's
(01:33):
lives.
Right, we've done a lot ofepisodes and talking over these
weeks about value, and we'vetalked about asking good
questions.
We've talked about creatinggreat conversations.
What we've always really beentalking about is building that
relationship and trust throughgood communication, right, and
so this came about.
(01:53):
This episode came about ustalking about how important we
got lease renewals coming due.
How important is thatrelationship.
They get a car.
We sit down.
How you doing?
How can I help you?
I can help you with that, right.
Thank you for choosing us.
How did you hear about?
We ask those what got youinterested?
We ask what's important to you.
(02:13):
We ask tell us your story.
Are you adding to replacing?
Why do you decide to do it now?
We build relationship throughasking and then when we show the
car, we demonstrate hey, who'sgoing to sit in the back?
Right?
We build relationship throughthis great communication and
then we take them to service.
I've got your back.
(02:34):
I never want you to go anywhereelse.
I want to be your car.
We build relationship throughcommunication.
Then we sell the car and what'ssupposed to happen is we
maintain the relationship, dosomething called follow-up,
right, and that goes on for trueor false right.
Okay now, um, we know, andwe've done discussions about it,
(02:55):
we'll do more about itfollow-up.
We talk to salespeople and theysay, um, the number one thing
they could do better is followright, and it's really quite
common to have the bestintentions to follow up but not
do a very good job.
New car they take delivery of anew car.
(03:15):
We do that.
Csi follow-up.
We got the great score.
Not a lot of salesmen arecalling it and thanking them for
the great score.
In fact, when I mentionedalways call your customer and
thank them for giving you agreat CSI score Lots of them
that's a great idea, so wehaven't been doing it.
And then, if you look at asystem and say, let's look at
this very valued customer, ourcommunication over the last
(03:39):
three years, and we might say,woo, how is that relationship?
I haven't talked to them in twoyears or three years and we
might say, whoo, how is thatrelationship?
Right, I haven't talked to themin two years or three years,
right?
So they're coming back for alease renewal.
We built a relationship to helpthem get into the car.
Their lease is coming due.
They're trying to decide whatdo I do?
Should I keep it?
Should I get a new one?
(03:59):
Should I go back to that?
What do I want to do?
And all of a sudden, we'repicking up the phone and acting
like we're their best friendsand we haven't talked to them.
The relationship really hasdied because we haven't
communicated, and now you canrebuild it.
Salesmen are really good atquickly doing that.
I do believe, though, it's somuch stronger if it would have
(04:22):
been maintained.
You know what I mean.
And then you have customersgetting hold of you.
You know what I mean, right?
And then you have customersgetting hold of you hey, my
lease is coming due.
What do you think I should do?
That relationship turns intotrust and anyway.
So we were talking about that,as we see a lot of leases come
and due right now and we want tocapitalize on that opportunity
and we talk about we always tella salesman about it and then we
(04:43):
said what about ourselves?
Right?
And so I had a friend thatreally haven't been engaged with
for a long time and I'm notsure if it was his fault or my
fault, I don't know why and so,out of the blue, I just texted
him and said hey, you want towork out next week together?
We did it every once in a whilebefore.
It was a great time to get tohave a quick breakfast.
(05:06):
It doesn't take much and sureenough, we worked out.
We had a great time togetherand he thanked me for thinking
of him and reaching out, and Iwas so blessed.
Through the time I just remindedhow intentional we have to be.
It's just so easy to not do it.
You know what.
It's just as easy to do it andwe need to do that.
(05:30):
So I don't care if it's aprofessional relationship or a
personal relationship.
We know when we stop talkingthat we start falling apart.
Right, they say a lot ofmarriages break up over
communication.
Right, we don't, we just don'ttalk anymore, right, whatever,
since the kids have been gone,we got nothing to talk about, or
(05:51):
whatever the case is.
And so if you want strongrelationships in life and in
business, it requirescommunication now.
But life is busy, let's face itis, and we've got a lot going on
.
I think we have more input thanever before.
I heard a study and I'm goingto hack it up, but the song
(06:14):
remains the same.
I wish I had wrote down thedetails, but I think that we now
get exposed to more informationin a week than most people got
exposed to 100 years ago intheir whole lifetime.
And at first it sounds super.
I'm like, is that true?
But then you think about it,right?
(06:34):
I think about my morning readonline.
How much information I get,versus the guy going and getting
a corner paper in his town 100years ago, right, right?
And so we have the stuff comingat us at 1,000 miles an hour.
If you're in the car, businessboy, your life is really
complicated.
A new car now?
(06:55):
How many websites do you haveto maintain?
How much input with themanufacturer?
There's so much happening.
We're so busy, so much iscoming out, and so we found that
, as information flows and as Idon't know, things we have to do
is increase.
The speed of life is increased.
(07:15):
Relationships have altered, sowe're going to have to make a
decision.
Are relationships important tome, right?
And if they are, what can I doto maintain them right Right Now
.
That same technology that'sburying you could be a benefit
to connecting.
Grace Lupoi (07:33):
It could.
David Lowe (07:34):
Right.
So I remember when I was a kidyou want to call your friends to
get at the baseball field.
In the summer we don't haveschool, so everybody's scattered
throughout the neighborhood Ifyou wanted to play.
We wanted to get down at thepark and play baseball.
We had a phone chain, right.
So you call, I called Kevin,kevin called right, and so we
(07:54):
split.
Everybody called and, sureenough, an hour later there's 12
kids down on the playground andwe're ready to play ball.
That kind of communication.
But now we have so many otherways to communicate text and
messenger and stuff like thateven quicker ways.
Then it was a landline phonethat people had to be home to
get it.
Now people are carrying theirphone everywhere they go.
(08:15):
So if you want to improve yourcommunication, the technology is
your friend too.
It might be hurting us in a lotof ways, but it's also there to
be a benefit to us.
So I think, Grace, you go to alot of dealerships and
salespeople.
We teach a regimented follow-up, right, right.
(08:36):
So let's talk about salesmansells a car.
They don't want to sell themone car, they want to sell them
what.
Grace Lupoi (08:44):
All of them.
David Lowe (08:44):
Yeah, and do they have other cars in the household
?
Right?
So we talk about this regular3-3, you know 3-33 thing.
Let's go over that, yeah.
Grace Lupoi (08:54):
And I think again, like you said, if we are
communicating with our customersor with anybody, that
relationship can stay strong,that's right, and if we don't,
it falls to the wayside.
It does so that 333 is threetimes in the first 30 days.
Check up on them.
How are things going?
Ask those good questions.
David Lowe (09:12):
Yeah.
Grace Lupoi (09:13):
And that again is part of that communication, of
actively listening, asking goodquestions.
David Lowe (09:18):
Same style of communication.
Exactly, you're important to me, and so I'm not just talking,
I'm asking good questions andlistening.
Grace Lupoi (09:24):
Now just checking off a task.
David Lowe (09:26):
Oh.
Grace Lupoi (09:26):
I completed that.
I made the phone call, I left avoicemail.
Talk to them three times inthat first 30 days and then
three times the rest of the year.
Stay in communication.
I don't know if there was acommercial I think it was maybe
a Toyota commercial and thesetwo girls were at a movie
together two friends and shecomes into the movie late.
(09:48):
She's like, oh yeah, sorry, Iwas on the phone with my car
salesman.
I'm like what do you mean?
And it's that idea of follow-upwe want to be in communication
with people, and more so thanjust that text or that message
or that DM on Instagram orwhatever it is.
That communication face-to-faceor on the phone is important,
and we can do that as a salesconsultant to our customers and
make them feel like, wow, it wasnot just a transaction.
What power does that have tothat individual and anyone else
(10:10):
that they are in contact with?
David Lowe (10:11):
Yeah, I remember that commercial.
It was so shocking yoursalesman called you.
I thought you already bought acar.
Grace Lupoi (10:18):
I did, he was just checking up on right.
David Lowe (10:19):
Yeah, very shocking.
I think Troy's message was wecare, we'll call you back, right
, and I think that should be thestandard.
I think there's a survey outthat says over 90% of people buy
a car, can't remember thesalesman's name a year later
Kind of sad.
Now we know there's also massiveturnover, lack of training,
(10:42):
lack of leadership in ourindustry.
I think that's we're trying tochange that almost sales coach.
We want to change that.
We believe this is the bestkept career secret out there and
we're trying to helpdealerships build career minded,
driven professionals.
And for you, if you're thatcareer minded, driven
professional, just living withexcellence requires doing a
great job Right.
And part of that great job step12, follow-up that, recycling
(11:06):
the 333, finding a way to get infront of them.
We give a bunch of ideas Doesn'tmean you have to do those.
We just give success models.
But the phone, the birthdaycard that you know when you see
them in for service.
Go have a cup of coffee.
There's so many different ways.
If you want to do it, have acup of coffee.
(11:28):
There's so many different waysif you want to do it right.
So are relationships importantto you?
So right now we're talkingabout business relationships.
Are your business relationshipsimportant to you and if so,
what are you doing to keep themalive and strong?
Right Now it's about personalrelation.
Are your personal relationshipsimportant to you.
Now can I tell you I thinkthere might be a problem of
(11:52):
having too many friends.
Look at your Facebook.
I've got 1,500 friends.
The truth is I've never met1,400 of them Somewhere down the
line.
They're not really friends.
And then if you've got yourbirthday down there, people you
never talk to are like happybirthday.
I don't know.
I don't know I don't value thatpersonally, because I think it's
(12:14):
kind of cool that people aresaying happy birthday, don't get
me wrong.
It's just that I don't knowthat that's really a friend of
somebody that I'm probably notjust met one time.
It's probably somebody that Iwant to be able to communicate
with and connect with, maybeeven count on if I need it.
You know what I mean, right?
And so how many of those peopleare people you want to engage
(12:38):
with?
Because I can't try to engagewith 1,500 regularly.
It's not going to be, it's notgoing to work.
But I have people.
In fact, I'm thinking right now.
A friend called me last week.
I talked to him a couple timesa year.
He's been very valuable in mylife.
I bet I see him once a year.
I've known him for seven oreight years and he called me
(13:00):
last week just to say hey, andI'm like that's so nice, I'm
going to call him back and Ihaven't called him back yet.
Right, and so I will.
He's on my list to do and Iwill, but life has been busy.
I value his relationship.
I'm not going to let that fallto the ground.
I haven't done a great job inresponding and I don't think we
have to be perfect to beexcellent.
Right, I mean I'm going to talkto him because I want to and I
(13:24):
appreciate his follow-up, Iappreciate his friendship, but I
think we have to make adecision, kind of who's
important to us and how do Ishow them that?
Right, so we talk about a fewthings.
So relationships die withoutcommunication.
If you want to build your bankof excited, loyal, lifetime
customers, you don't just wantto sell them a car, you want to
(13:45):
make them a friend throughcommunication.
Right, ongoing three times ayear, right, personal
relationship the people you wantto surround yourself, the
people that you think you're abenefit to or a benefit to you,
like this friend that I was with.
When I'm with them, I alwaysleave a little better, right?
(14:08):
Some people you might be withyou leave a little.
I don't know if I want to dothis.
You got to be discerning, right?
The Bible says if you hang outwith an angry man, you become
angry yourself.
I got to be discerning right.
The Bible says if you hang outwith an angry man, you become
angry yourself.
I want to be discerning who myfriends are going to be, who I
draw close, and then I mightwant to be proactive and a text
is a great way.
Hey, Grace, just thinking aboutyou today Hope you're going to
(14:30):
have a great day.
I sent a bunch of those in mylife and I've had so many people
say I can't believe you sentthat today.
I really needed to hear fromwhatever.
It's weird.
So I think if you spend youknow we always talk about that
morning time, that preparation,planning and solitude If you
(14:51):
spend some time every day, kindof in quiet, I think, I think
you'll be given from yoursubconscious things you should
do.
Thoughts are things.
Think and Grow Rich taught us.
Thoughts are things.
If it enters your mind, Ishould call this person, call
them, send them a text, reachout to them, meet them for lunch
, work out or it could be likeyou said, it could be as quick
(15:12):
as a text, but I think thatrelationships die without
communication.
Then, of course, in the house,how easy is it to ignore our
most or closest people in ourlife.
I think we work all day as asalesman.
We communicate all day.
You know we're out there allday, we're on the phone all day.
(15:33):
Sometimes we get home and wejust want to shut off and then
maybe at home is somebody who'sbeen helping us do what we do by
doing taking care of the home.
They haven't been engaged allday.
They may want to do a littlebit of engagement.
So we may have to put othersfirst.
In some of those times when wedon't feel like engaging, maybe
(15:53):
we have to engage and I've had alot of times like the neighbors
are out and I should go overand I don't feel like it, I'm
tired, and then we'll go overand I come home really refreshed
and energized.
I think when we reach out toothers, you know, a generous
person prospers.
Solomon says One who refreshesothers will himself be refreshed
(16:16):
.
So I guess the message oftoday's podcast episode is what
Communication?
Communication buildsrelationships.
Lack of communication destroysthem.
Like all our episodes, I thinkwe're trying to make everybody
more mindful of things that youknow are true, but maybe not
(16:36):
living.
I don't know if we've ever saidanything that people say well,
I never knew that was true.
I mean, we're talking aboutprinciples that are, you know,
pretty much obvious in nature ifwe would just slow down and
observe, and so our episodes aredesigned for you to slow down,
observe, take a look at aprinciple and maybe some updated
techniques on how to live thatprinciple and make your life
(16:59):
more full right.
Our real goal, of course, isjoy, peace and satisfaction, and
I don't know how you could livea life of joy, peace and
satisfaction in solitude, right,right, it's really hard.
We were made to be with people,and if we're going to be with
people, communication is key.
Grace Lupoi (17:17):
As iron sharpens iron.
David Lowe (17:19):
Iron sharpens iron.
So this week, what are yougoing to do to be a better
communicator?
If you're at a sale at adealership, don't worry about
what you haven't done.
Start doing what you know youshould do.
And maybe don't start back fiveyears ago.
Maybe start with last month andwork your way back.
We're going to do an episode onsold follow-up and unsold
(17:39):
follow-up.
To get more detail.
We'll give you more instructionon that.
If you're a Playbook subscriber, you can go right into our core
training to follow up and getthat instruction now.
But listen, start small, startwith something.
Sometimes you look at it andsay, well, I haven't talked to
this many people.
Where do I start?
Just start where you're at.
So maybe, if, if it's, if it'sthe end of March, go back and
(18:03):
talk to everybody from February,right?
So if you're in the sales game,that's a good way to reconnect
and then start working everymonth, work another month back,
do your current month and amonth back and and month back
and pretty soon you'll be caughtup and you'll have a bunch of
relations.
And don't be surprised if youdon't have customers sending in
friends and relatives or comingback themselves to do business
with.
Don't be surprised if doing theright thing doesn't create the
(18:27):
right result.
And then, on a personal note,maybe you should write down 10
people that are important to youthat you don't see on a regular
basis, maybe just sit down andjotting their names down and
saying you know what thesepeople are important to me and I
haven't been intentional, andso we want to make you mindful
of these things and rememberthere's things you can do,
(18:49):
simple things you can do.
You don't need us for that, butwe want to remind you and
partner with you to say we allknow we could do a better job.
Let's do it Right.
Grace Lupoi (19:00):
Absolutely All right.
David Lowe (19:01):
Until the next episode, good selling and good
living.
Relationships are built on communication, and when
communication ends, so does therelationship Stay tuned.
Grace Lupoi (00:18):
Welcome to Prepare to Win.
I'm Grace Lupoi, and and I'mhere with David Lowe, and you
just said that relationshipsthrive and kind of die based off
that communication.
They do Right.
What do you mean by that?
David Lowe (00:28):
Pretty strong statement, isn't it?
Yes?
Well, with communications,relationships are built, and
without communication, thenobviously relationships die.
And so we're, you know, in thiswhole podcast, every episode
we're doing, we really want tofocus on the principles that
drive excellence into our life,not just our business life, but
(00:52):
our personal life as well.
So let's kind of talk about wehave both these relationships
personal relationships and wehave business relationships,
right, have businessrelationships right Now.
I think this kind of came beforethe forefront when we were
talking about that.
We talk to salesmen all thetime about relationship with the
(01:13):
buyer.
In fact, that's our sellingsystem, right?
We believe that when a buyerfeels known, understood and
valued, they will value us,they'll want to do business with
us, right?
So it's less about selling theproduct and more about
understanding how the product'sgoing to affect our people's
(01:33):
lives.
Right, we've done a lot ofepisodes and talking over these
weeks about value, and we'vetalked about asking good
questions.
We've talked about creatinggreat conversations.
What we've always really beentalking about is building that
relationship and trust throughgood communication, right, and
so this came about.
(01:53):
This episode came about ustalking about how important we
got lease renewals coming due.
How important is thatrelationship.
They get a car.
We sit down.
How you doing?
How can I help you?
I can help you with that, right.
Thank you for choosing us.
How did you hear about?
We ask those what got youinterested?
We ask what's important to you.
(02:13):
We ask tell us your story.
Are you adding to replacing?
Why do you decide to do it now?
We build relationship throughasking and then when we show the
car, we demonstrate hey, who'sgoing to sit in the back?
Right?
We build relationship throughthis great communication and
then we take them to service.
I've got your back.
(02:34):
I never want you to go anywhereelse.
I want to be your car.
We build relationship throughcommunication.
Then we sell the car and what'ssupposed to happen is we
maintain the relationship, dosomething called follow-up,
right, and that goes on for trueor false right.
Okay now, um, we know, andwe've done discussions about it,
(02:55):
we'll do more about itfollow-up.
We talk to salespeople and theysay, um, the number one thing
they could do better is followright, and it's really quite
common to have the bestintentions to follow up but not
do a very good job.
New car they take delivery of anew car.
(03:15):
We do that.
Csi follow-up.
We got the great score.
Not a lot of salesmen arecalling it and thanking them for
the great score.
In fact, when I mentionedalways call your customer and
thank them for giving you agreat CSI score Lots of them
that's a great idea, so wehaven't been doing it.
And then, if you look at asystem and say, let's look at
this very valued customer, ourcommunication over the last
(03:39):
three years, and we might say,woo, how is that relationship?
I haven't talked to them in twoyears or three years and we
might say, whoo, how is thatrelationship?
Right, I haven't talked to themin two years or three years,
right?
So they're coming back for alease renewal.
We built a relationship to helpthem get into the car.
Their lease is coming due.
They're trying to decide whatdo I do?
Should I keep it?
Should I get a new one?
(03:59):
Should I go back to that?
What do I want to do?
And all of a sudden, we'repicking up the phone and acting
like we're their best friendsand we haven't talked to them.
The relationship really hasdied because we haven't
communicated, and now you canrebuild it.
Salesmen are really good atquickly doing that.
I do believe, though, it's somuch stronger if it would have
(04:22):
been maintained.
You know what I mean.
And then you have customersgetting hold of you.
You know what I mean, right?
And then you have customersgetting hold of you hey, my
lease is coming due.
What do you think I should do?
That relationship turns intotrust and anyway.
So we were talking about that,as we see a lot of leases come
and due right now and we want tocapitalize on that opportunity
and we talk about we always tella salesman about it and then we
(04:43):
said what about ourselves?
Right?
And so I had a friend thatreally haven't been engaged with
for a long time and I'm notsure if it was his fault or my
fault, I don't know why and so,out of the blue, I just texted
him and said hey, you want towork out next week together?
We did it every once in a whilebefore.
It was a great time to get tohave a quick breakfast.
(05:06):
It doesn't take much and sureenough, we worked out.
We had a great time togetherand he thanked me for thinking
of him and reaching out, and Iwas so blessed.
Through the time I just remindedhow intentional we have to be.
It's just so easy to not do it.
You know what.
It's just as easy to do it andwe need to do that.
(05:30):
So I don't care if it's aprofessional relationship or a
personal relationship.
We know when we stop talkingthat we start falling apart.
Right, they say a lot ofmarriages break up over
communication.
Right, we don't, we just don'ttalk anymore, right, whatever,
since the kids have been gone,we got nothing to talk about, or
(05:51):
whatever the case is.
And so if you want strongrelationships in life and in
business, it requirescommunication now.
But life is busy, let's face itis, and we've got a lot going on
.
I think we have more input thanever before.
I heard a study and I'm goingto hack it up, but the song
(06:14):
remains the same.
I wish I had wrote down thedetails, but I think that we now
get exposed to more informationin a week than most people got
exposed to 100 years ago intheir whole lifetime.
And at first it sounds super.
I'm like, is that true?
But then you think about it,right?
(06:34):
I think about my morning readonline.
How much information I get,versus the guy going and getting
a corner paper in his town 100years ago, right, right?
And so we have the stuff comingat us at 1,000 miles an hour.
If you're in the car, businessboy, your life is really
complicated.
A new car now?
(06:55):
How many websites do you haveto maintain?
How much input with themanufacturer?
There's so much happening.
We're so busy, so much iscoming out, and so we found that
, as information flows and as Idon't know, things we have to do
is increase.
The speed of life is increased.
(07:15):
Relationships have altered, sowe're going to have to make a
decision.
Are relationships important tome, right?
And if they are, what can I doto maintain them right Right Now
.
That same technology that'sburying you could be a benefit
to connecting.
Grace Lupoi (07:33):
It could.
David Lowe (07:34):
Right.
So I remember when I was a kidyou want to call your friends to
get at the baseball field.
In the summer we don't haveschool, so everybody's scattered
throughout the neighborhood Ifyou wanted to play.
We wanted to get down at thepark and play baseball.
We had a phone chain, right.
So you call, I called Kevin,kevin called right, and so we
(07:54):
split.
Everybody called and, sureenough, an hour later there's 12
kids down on the playground andwe're ready to play ball.
That kind of communication.
But now we have so many otherways to communicate text and
messenger and stuff like thateven quicker ways.
Then it was a landline phonethat people had to be home to
get it.
Now people are carrying theirphone everywhere they go.
(08:15):
So if you want to improve yourcommunication, the technology is
your friend too.
It might be hurting us in a lotof ways, but it's also there to
be a benefit to us.
So I think, Grace, you go to alot of dealerships and
salespeople.
We teach a regimented follow-up, right, right.
(08:36):
So let's talk about salesmansells a car.
They don't want to sell themone car, they want to sell them
what.
Grace Lupoi (08:44):
All of them.
David Lowe (08:44):
Yeah, and do they have other cars in the household
?
Right?
So we talk about this regular3-3, you know 3-33 thing.
Let's go over that, yeah.
Grace Lupoi (08:54):
And I think again, like you said, if we are
communicating with our customersor with anybody, that
relationship can stay strong,that's right, and if we don't,
it falls to the wayside.
It does so that 333 is threetimes in the first 30 days.
Check up on them.
How are things going?
Ask those good questions.
David Lowe (09:12):
Yeah.
Grace Lupoi (09:13):
And that again is part of that communication, of
actively listening, asking goodquestions.
David Lowe (09:18):
Same style of communication.
Exactly, you're important to me, and so I'm not just talking,
I'm asking good questions andlistening.
Grace Lupoi (09:24):
Now just checking off a task.
David Lowe (09:26):
Oh.
Grace Lupoi (09:26):
I completed that.
I made the phone call, I left avoicemail.
Talk to them three times inthat first 30 days and then
three times the rest of the year.
Stay in communication.
I don't know if there was acommercial I think it was maybe
a Toyota commercial and thesetwo girls were at a movie
together two friends and shecomes into the movie late.
(09:48):
She's like, oh yeah, sorry, Iwas on the phone with my car
salesman.
I'm like what do you mean?
And it's that idea of follow-upwe want to be in communication
with people, and more so thanjust that text or that message
or that DM on Instagram orwhatever it is.
That communication face-to-faceor on the phone is important,
and we can do that as a salesconsultant to our customers and
make them feel like, wow, it wasnot just a transaction.
What power does that have tothat individual and anyone else
(10:10):
that they are in contact with?
David Lowe (10:11):
Yeah, I remember that commercial.
It was so shocking yoursalesman called you.
I thought you already bought acar.
Grace Lupoi (10:18):
I did, he was just checking up on right.
David Lowe (10:19):
Yeah, very shocking.
I think Troy's message was wecare, we'll call you back, right
, and I think that should be thestandard.
I think there's a survey outthat says over 90% of people buy
a car, can't remember thesalesman's name a year later
Kind of sad.
Now we know there's also massiveturnover, lack of training,
(10:42):
lack of leadership in ourindustry.
I think that's we're trying tochange that almost sales coach.
We want to change that.
We believe this is the bestkept career secret out there and
we're trying to helpdealerships build career minded,
driven professionals.
And for you, if you're thatcareer minded, driven
professional, just living withexcellence requires doing a
great job Right.
And part of that great job step12, follow-up that, recycling
(11:06):
the 333, finding a way to get infront of them.
We give a bunch of ideas Doesn'tmean you have to do those.
We just give success models.
But the phone, the birthdaycard that you know when you see
them in for service.
Go have a cup of coffee.
There's so many different ways.
If you want to do it, have acup of coffee.
(11:28):
There's so many different waysif you want to do it right.
So are relationships importantto you?
So right now we're talkingabout business relationships.
Are your business relationshipsimportant to you and if so,
what are you doing to keep themalive and strong?
Right Now it's about personalrelation.
Are your personal relationshipsimportant to you.
Now can I tell you I thinkthere might be a problem of
(11:52):
having too many friends.
Look at your Facebook.
I've got 1,500 friends.
The truth is I've never met1,400 of them Somewhere down the
line.
They're not really friends.
And then if you've got yourbirthday down there, people you
never talk to are like happybirthday.
I don't know.
I don't know I don't value thatpersonally, because I think it's
(12:14):
kind of cool that people aresaying happy birthday, don't get
me wrong.
It's just that I don't knowthat that's really a friend of
somebody that I'm probably notjust met one time.
It's probably somebody that Iwant to be able to communicate
with and connect with, maybeeven count on if I need it.
You know what I mean, right?
And so how many of those peopleare people you want to engage
(12:38):
with?
Because I can't try to engagewith 1,500 regularly.
It's not going to be, it's notgoing to work.
But I have people.
In fact, I'm thinking right now.
A friend called me last week.
I talked to him a couple timesa year.
He's been very valuable in mylife.
I bet I see him once a year.
I've known him for seven oreight years and he called me
(13:00):
last week just to say hey, andI'm like that's so nice, I'm
going to call him back and Ihaven't called him back yet.
Right, and so I will.
He's on my list to do and Iwill, but life has been busy.
I value his relationship.
I'm not going to let that fallto the ground.
I haven't done a great job inresponding and I don't think we
have to be perfect to beexcellent.
Right, I mean I'm going to talkto him because I want to and I
(13:24):
appreciate his follow-up, Iappreciate his friendship, but I
think we have to make adecision, kind of who's
important to us and how do Ishow them that?
Right, so we talk about a fewthings.
So relationships die withoutcommunication.
If you want to build your bankof excited, loyal, lifetime
customers, you don't just wantto sell them a car, you want to
(13:45):
make them a friend throughcommunication.
Right, ongoing three times ayear, right, personal
relationship the people you wantto surround yourself, the
people that you think you're abenefit to or a benefit to you,
like this friend that I was with.
When I'm with them, I alwaysleave a little better, right?
(14:08):
Some people you might be withyou leave a little.
I don't know if I want to dothis.
You got to be discerning, right?
The Bible says if you hang outwith an angry man, you become
angry yourself.
I got to be discerning right.
The Bible says if you hang outwith an angry man, you become
angry yourself.
I want to be discerning who myfriends are going to be, who I
draw close, and then I mightwant to be proactive and a text
is a great way.
Hey, Grace, just thinking aboutyou today Hope you're going to
(14:30):
have a great day.
I sent a bunch of those in mylife and I've had so many people
say I can't believe you sentthat today.
I really needed to hear fromwhatever.
It's weird.
So I think if you spend youknow we always talk about that
morning time, that preparation,planning and solitude If you
(14:51):
spend some time every day, kindof in quiet, I think, I think
you'll be given from yoursubconscious things you should
do.
Thoughts are things.
Think and Grow Rich taught us.
Thoughts are things.
If it enters your mind, Ishould call this person, call
them, send them a text, reachout to them, meet them for lunch
, work out or it could be likeyou said, it could be as quick
(15:12):
as a text, but I think thatrelationships die without
communication.
Then, of course, in the house,how easy is it to ignore our
most or closest people in ourlife.
I think we work all day as asalesman.
We communicate all day.
You know we're out there allday, we're on the phone all day.
(15:33):
Sometimes we get home and wejust want to shut off and then
maybe at home is somebody who'sbeen helping us do what we do by
doing taking care of the home.
They haven't been engaged allday.
They may want to do a littlebit of engagement.
So we may have to put othersfirst.
In some of those times when wedon't feel like engaging, maybe
(15:53):
we have to engage and I've had alot of times like the neighbors
are out and I should go overand I don't feel like it, I'm
tired, and then we'll go overand I come home really refreshed
and energized.
I think when we reach out toothers, you know, a generous
person prospers.
Solomon says One who refreshesothers will himself be refreshed
(16:16):
.
So I guess the message oftoday's podcast episode is what
Communication?
Communication buildsrelationships.
Lack of communication destroysthem.
Like all our episodes, I thinkwe're trying to make everybody
more mindful of things that youknow are true, but maybe not
(16:36):
living.
I don't know if we've ever saidanything that people say well,
I never knew that was true.
I mean, we're talking aboutprinciples that are, you know,
pretty much obvious in nature ifwe would just slow down and
observe, and so our episodes aredesigned for you to slow down,
observe, take a look at aprinciple and maybe some updated
techniques on how to live thatprinciple and make your life
(16:59):
more full right.
Our real goal, of course, isjoy, peace and satisfaction, and
I don't know how you could livea life of joy, peace and
satisfaction in solitude, right,right, it's really hard.
We were made to be with people,and if we're going to be with
people, communication is key.
Grace Lupoi (17:17):
As iron sharpens iron.
David Lowe (17:19):
Iron sharpens iron.
So this week, what are yougoing to do to be a better
communicator?
If you're at a sale at adealership, don't worry about
what you haven't done.
Start doing what you know youshould do.
And maybe don't start back fiveyears ago.
Maybe start with last month andwork your way back.
We're going to do an episode onsold follow-up and unsold
(17:39):
follow-up.
To get more detail.
We'll give you more instructionon that.
If you're a Playbook subscriber, you can go right into our core
training to follow up and getthat instruction now.
But listen, start small, startwith something.
Sometimes you look at it andsay, well, I haven't talked to
this many people.
Where do I start?
Just start where you're at.
So maybe, if, if it's, if it'sthe end of March, go back and
(18:03):
talk to everybody from February,right?
So if you're in the sales game,that's a good way to reconnect
and then start working everymonth, work another month back,
do your current month and amonth back and and month back
and pretty soon you'll be caughtup and you'll have a bunch of
relations.
And don't be surprised if youdon't have customers sending in
friends and relatives or comingback themselves to do business
with.
Don't be surprised if doing theright thing doesn't create the
(18:27):
right result.
And then, on a personal note,maybe you should write down 10
people that are important to youthat you don't see on a regular
basis, maybe just sit down andjotting their names down and
saying you know what thesepeople are important to me and I
haven't been intentional, andso we want to make you mindful
of these things and rememberthere's things you can do,
(18:49):
simple things you can do.
You don't need us for that, butwe want to remind you and
partner with you to say we allknow we could do a better job.
Let's do it Right.
Grace Lupoi (19:00):
Absolutely All right.
David Lowe (19:01):
Until the next episode, good selling and good
living.
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