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Brent Carmichael

4 Essentials for Big Sales in the Dog Days of Summer

cooling down for dog at the beach

The dog days of summer are here. The typical BHPH dealer will sell 30 percent to 35 percent of their annual units in the first three months of the year. They will also realize about the same percentage of their annual profit in the first quarter.

So, if you got off to a slow start this year, summer could be the only way to salvage your annual sales; however, it’s going to be a lot harder.

But you can profit in the summer—with the right plan.

Good sales in the summer are no different than selling in the first-quarter heydays. It just requires more focus and drive because your customers have less money and can be harder to find. The four steps I outline below will give your team the skills and focus on making sales, even in the most challenging months.

Step One: Develop the right skills

The first of the key ingredients, and most important, is simply training. Well-trained salespeople can sell any time of year.

Set up a training schedule to get your team on point. Both phone training and basic sales skills training should be done weekly, at a minimum. Specifically, address how to overcome objections; role playing is a good way to accomplish this.

Educate your staff on how to set effective appointments by recording and reviewing the calls. Lot traffic is at a premium during the dog days, so make sure your people know how to handle effectively what opportunities they do have.

Step Two: Keep up appearances

Appearance is critical. Now, I’m not necessarily talking about your employees’ appearance, which should always be neat and professional, but your overall lot appearance.

Over my many years in the business and as an executive conference moderator with NCM Associates, I’ve discovered that the No. 1 reason BHPH customers choose a dealership is that it looked good when they drove by. Let’s take this at face value and make sure your lot is the best-looking one in town!

Fortunately, improving your lot appearance isn’t difficult. Make sure it is always neat and orderly.

Arrange vehicles evenly and with a good mix of colors and styles; don’t have them face all four directions of the compass! Host a lot party or rodeo at least once a week to force yourself to keep the lot fresh.

And don’t forget the cars themselves. You should consider the vehicles on your lot as your mannequins and treat them the way a fine department store treats theirs. Keep them fresh, neat, clean and always ready to sell. That goes for overall lot appearance as well. A fresh coat of paint and some weed killer can do wonders.

Step Three: Entice your customers

Successful dealerships understand that you can’t just wait for clients. Good marketing brings people to your lot; develop a plan that offers attractive incentives.

Summer is a time when repeat and referral programs really pay dividends. And it is also a good time of year to focus on referrals, not just with your customer base but with outside companies and people as well. (If you are not already paying referrals to non-customers, it’s something that you should give some serious consideration to. I can assure you some, if not all, of your competitors are doing it.)

Marketing also extends to your Web presence. Make sure your website is up to date. Read through your “About Us” sections and any testimonials — do you need to make changes?

Review your employee introductions — has anyone left or been promoted? Do the photos need to be replaced? Reviewing photos is of particular importance if you display inventory: I was on a dealer client’s website the other day, and the inventory photos had SNOW on the vehicles!

It’s also critical that you check any advertised specials. You don’t want someone stopping in for a deal that’s no longer current!

Step Four: Get your message out

If you want to make the most of the dog days of summer, make sure people know about you. In this very competitive industry, advertising in some form or fashion is a must. The two most popular advertising media are, of course, television and radio. And, contrary to popular belief, use doesn’t drop off in the summer.

Advertising is only effective when it reaches the right folks with the right message. When promoting in these channels, remember to advertise to your customer, not yourself. Chances are your buyers watch different television stations than you do and may even listen to different radio stations.

Select ad placements where your clients are watching and listening. If you aren’t certain what media your customers are using, survey both new and existing customers to gauge their entertainment preferences. In other words, just ask them.

Moving past traditional media, there are many options in social media to get your message out. I won’t go into them here, but I recommend you get the basics by reading this great article from Trevor Robinson, NCM Associates’ director of retail solutions, training and development.

As you can see, the formula for selling in the dog days is the same as selling in the heydays. Although there are usually fewer opportunities, you can capitalize on what you have when you pay more attention to detail.

And it doesn’t need to be expensive—the two most important I outlined above are the least expensive. With the right mix of training, lot maintenance, and marketing and advertising, I know you can keep the dogs at bay.

Join the NCM Institute its upcoming Buy Here Pay Here class, BHPH Collections: A Customer-Centric Approach. Article originally published by AutoRemarketing on May 31, 2016. Be sure to check out more insights from them.

Permanent link to this article: http://blog.ncm20.com/2016/07/4-essentials-for-big-sales-in-the-dog-days-of-summer/

Kevin Baumgart

Four Fundamental Steps for Hiring Product Specialists at Your Dealership

car salesman talking to young woman inside showroom

Our automotive customers have shared that employing product specialists helps improve customer experience and loyalty, while simultaneously lowering employee turnover. When executed well, everyone is better off—the dealership, from improved customer satisfaction; the new employee, with a clearly defined career path; and the customer, who drives off your lot happy and ready to refer their friends.

Why do you need this position? Today’s consumers are more informed than ever, and the traditional sales approach isn’t working like it used to. Customers don’t want a sales pitch when they come to the dealership—they’d rather leverage their own research to speed up the buying process and purchase their new vehicle as quickly as possible.

Traditional salespeople and this new breed of product specialists are not cut from the same cloth. This new group of jobseekers is harder to recruit and retain, forcing you to bring your recruiting A-game.

Step 1 – Learn what makes great product specialists

Based on data from Hireology’s Talent Coaches—our team who works with dealerships to help them recruit and hire great resources—there are several key factors to look for when hiring a product specialist:

  • New to the industry: You want your employees to be molded by your system, not bringing bad habits into your dealership.
  • Ability to be a sponge: If they know nothing about the car business, then they must be prepared to absorb information and put it to immediate use.
  • Comfort with technology: New specialists should have the ability to learn the multitude of vehicle features and convey them to the customer in a digestible manner.
  • Puts customer needs first: Successful product specialists do what it takes to make the customer happy and find the car that’s right for them.

When we look outside the auto industry for product specialists, we create a near-limitless supply of job seekers. As long as a candidate has the fundamental building blocks for success, he or she could be the exact employee you’ve been seeking.

Step 2 – Discover the best candidates

Dealership executives must know how to find and recruit preferred talent when it comes to building a team of product specialists—which means sourcing your candidates. You need proactively to determine where you want to locate top talent. Think about using job boards such as Indeed.com, Glassdoor, LinkedIn and Snagajob so you can source candidates from the world’s best job sites.

Hireology’s Talent Coaches also recommend attending college career fairs and to build a strong social media presence for your dealership. Include on your dealership’s Facebook, Instagram, LinkedIn and Twitter pages such information as company culture, career opportunities and employee reviews. This helps ensure your dealership remains present within this ever-growing channel for job seekers.

Keep in mind that it’s important to have all your employees share this information and motivate them to want to share it. Otherwise, your social media efforts will seem forced or manufactured.

Here’s our breakdown for candidate discovery:

  • Publish jobs to the most effective job boards
  • Share positions using your social media accounts
  • Transform your website into a customizable job site
  • Use mobile-friendly job applications
  • Apply candidate pre-screening surveys
  • Create an employee referral program

Step 3 – Attract the right talent

There are two critical factors for attracting qualified candidates to fulfill your product specialist roles—the job post (which includes a job description) and the career site.

Most young job seekers aren’t actively considering traditional auto sales as a career option, so highlight the fact that you’re hiring for a product specialist position to drive more interest in the millennial market. Let job seekers know this fundamental difference in the job description and post.

Here’s an example format to follow when creating a Product Specialist job description:

Job Title: Product Specialist

Company: Jon Doe Automotive

DEALERSHIP AND ROLE: Be sure you tell applicants why your dealership is a great place to work and why this is a fantastic role within the company. Describe these vital details in a paragraph or two before you mention the benefits, responsibilities and qualifications.  This step is critical to developing their interest and drawing them in to apply.

BENEFITS: Add any benefits that your dealership may offer for employees, such as 401K, medical and dental insurance, paid time off and other perks.

RESPONSIBILITIES: Have bullet points listing all essential daily tasks, duties and any other obligations that are needed to be a top-performing product specialist at your dealership.

QUALIFICATIONS: List all things that require a product specialist to thrive to at the job, such as ideal personalities, skill sets and anything else you would consider needed in a qualified dealership employee.

Click here to get Hireology’s sample product specialist job description that will drive applicants.

Take advantage of a career site:

Updating the dealership career site is indispensable when attracting today’s product specialist job seekers. Design, word choice and other essentials play a major role in attracting applicants and top talent. Don’t let a non-existent or old careers page slowly fading on your website get in the way of finding great product specialists. Be sure you’re utilizing a streamlined career site so you can attract quality talent to your dealership. 

Step 4—Interview (twice), Verify and Hire

After you build your talent pool with a number of candidates, it’s time to interview your top choices for your product specialist positions. Starting this process with a phone interview is the best way to weed out the best candidates from the other applicants. From there, it’s highly recommended to conduct in-person interviews with the preferred candidates so you can get a better feel of who these people are and whether or not they might be qualified to work at your dealership. Lastly, before you make your hiring decisions, it’s always best practice to verify your candidates via background and reference checks.

Here are some tips on each phase of the process, so you can make sure you’re hiring qualified employees:

The Phone Screen—To get a better sense of who the applicant is, make sure you ask about his or her careers plans, their generals likes and dislikes, and their job history. Finish up the call by providing any information you have about your open product specialist role. Phone screens are an excellent way to save time by weeding out less qualified candidates and focusing on in-person interviewing only those that are qualified.

The Face-to-face Interview—These interview questions are different compared to the phone screen. Use this time when to learn more about the candidate and measure his or her work behaviors and personality. Skill assessment tests are the best way to gauge fully how qualified a candidate is for the job and are highly recommended.

Verification—The last step of any good interview process contains background and reference checks. There are easy ways to complete these processes without having to spend extra time on your end; be sure to do your due diligence when researching preferred vendors.

Wrapping Up: Product Specialists are the Future

The sales team structure at dealerships is changing. More dealerships are finding success with product specialists: their recruiting efforts are improving, their customer satisfaction is improving and their overall business is on the right path for thriving in today’s market.

Don’t let your dealership fall behind your competition when hiring new sales employees, especially on the product specialist end. It’s time to start employing product specialists so you can improve customer experience and loyalty, as well as achieve the hard-to-reach goal for every dealership—lower turnover.

Special thanks to NCM Associates’ partner, Hireology, for sharing the results of their study. Learn more about Hireology.

Permanent link to this article: http://blog.ncm20.com/2016/07/four-fundamental-steps-for-hiring-product-specialists-at-your-dealership/

NCM Associates

#AskNCM: Is texting a best practice?

“Is texting a best practice?” asks NCM expert, Rick Wegley. “Well, of course, it is!”

Get Rick’s tips for how you can use this technology to cut through the digital noise and improve overall customer experience. And discover the critically important privacy issue you need to watch out for when you use this tool.

Do you use texting in your dealership? Tell us more below! Need a question answered? Just #AskNCM. 

Permanent link to this article: http://blog.ncm20.com/2016/07/askncm-is-texting-a-best-practice/

Lee Michaelson

From NCM’s 20 Groups: 10 Virtual Showroom Merchandising Tips to Maximize Sales

mobilesite

I’m sometimes shocked at how badly online listings for pre-owned vehicles are! The information provided is terrible, and the photos are even worse. Clearly, online listings are just an afterthought for far too many used vehicle departments.

Online listings sell your vehicles

Ignoring online listings is a huge mistake. Far too much evidence has amassed for there to be any confusion: Your customers are shopping online long before they ever step foot in a store.

If you still question this, I recommend reading this excellent case study from Think with Google right now that details the mobile and online car purchasing process. If you’re short on time, here’s an infographic from the article that sums it up nicely:

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Demand Accountability Online

If you’re an NCM 20 Group member, you already know that accountability management is crucial for changing processes. After all, success is dependent on execution. Before you make any shifts in the used vehicle department, I want you to identify the following items:

  1. Who is responsible for each item?
  2. How should it happen? (Process)
  3. What are your expected results?
  4. Do you measure the activities and results?

Top 10 Virtual Merchandising Tips from My 20 Groups

Now onto the specifics. Here are the recommended merchandising changes that have come out of my NCM 20 Group meetings.

  1. Recognize that your virtual showroom is open 24/7 and should be merchandised as well as your physical inventory. (Remember: Customers will shop your inventory online long before coming into your store.)
  2. Create and implement a vehicle photography process for your digital showroom.
  3. As part of that process, mandate that someone immediately review uploaded photography on your website and on all web services to which you subscribe. You want to make sure that the photos look good and clearly promote the most important features of your vehicles.
  4. Establish a dedicated, properly lit photo area that is free of clutter to take your photos and videos in; consider a turntable for use in this area.
  5. Hire a professional photographer to train the staff members who will be responsible for photographing the vehicles.
  6. Upload stock photos as soon as the vehicle is traded-in/purchased or immediately following the Trade-Walk.
  7. Once the vehicle is reconditioned, produce at least 25 high-resolution photos and at least one video.
  8. Highlight high-value visible options, such as a sunroof, navigation system or optional wheels. Set up the photo array so that these immediately follow the first passenger side ¾-front-profile photo currently in use.
  9. While you should always show vehicle equipment accurately, consider using Photoshop or similar editing software to accen­tuate “focus” vehicles.
  10.  Remember that the process doesn’t end! Continuously review the uploaded photos on all inventory sites your dealership uses.

Lee offers consulting services and is a moderator in many NCM 20 Groups. Membership not only gives you access to our monthly composite and industry-leading but lets you work with other successful peers to brainstorm solutions to the specific problems you face in your dealership. We’re currently accepting applicants to many 20 Groups—including Independent 20 Groups. Discover which NCM 20 Groups is the perfect one for you and sign up to attend a meeting! 

Permanent link to this article: http://blog.ncm20.com/2016/07/from-ncms-20-groups-10-virtual-showroom-merchandising-tips-to-maximize-sales/

NCM Associates

#AskNCM: How can I reduce my turnover?

Is turnover killing your dealership? You’re not alone. According to a 2015 report, car sales consultants had a 72 percent turnover rate. It was even higher in non-luxury sales, at 80 percent! Not only do we face a massive image issue, but changing millennial attitudes towards employment make it harder than ever to find the right fit.

NCM expert, Joe Basil, explains that high turnover is a symptom of hiring practices that lead to bad interviews. Discover how to stop selling the position and start hiring the best people for your dealership … without losing them in 60 days.

Get the best questions and strategies for your upcoming interviews. Join Joe for his solutions-focused class, Finding Top Talent. And don’t forget to check out our class, Success-Driven Pay Plans to help you keep that great people you’ve hired! 

Have another question for #AskNCM – comment below!

Permanent link to this article: http://blog.ncm20.com/2016/07/askncm-how-can-i-reduce-my-turnover/

Dustin Kerr

So, What’s The Secret To A Successful BHPH Business?

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I have the pleasure of meeting buy-here, pay-here owners all over the country when I travel. I see dealers of both small and large operations. Sometimes, I meet a BHPH owner that is just starting out. Other times, one who’s been going strong for many years. I’ve even encountered retail dealers who are seriously considering a jump into our industry.

Even with all these differences, there’s one universal question that unites these people: What’s the best way to run a BHPH business?

You may not like my answer

It’s a question I take very seriously, so I answer it honestly. And, I’m not going to lie. So, generally speaking, they aren’t very satisfied with my answer!

Why? Because I genuinely believe that there are many successful ways to run this business. There’s no cookie-cutter solution. Success depends on your available capital and your day-today involvement, your commitment to collections, and so much more. How the business performs is heavily influenced by your temperament and your market — there are dozens of factors that can make or break BHPH dealerships. I see different business models every day that are highly successful.

Pick your method — but follow best practices

Even though I heartily believe that the right success model depends on your circumstances and attention to detail, each of the profitable BHPH businesses I’ve encountered operate with a few best practices that I believe you should follow to maximize your business and mitigate your exposure to risk.

1. Understand this is a collections business, not just a sales business. I see more dealers struggle with this idea than any other because they just don’t understand this simple, but crucial, point.

It’s especially hard sometimes for someone who has built a successful franchise or independent business where sales, gross and expense control were the keys to success. In the BHPH business, we cannot just sell our way out of bad collections! To make the most of the business, our collectors have to be the dealerships most talented, best trained and best compensated employees. A well-run collections department can make up for a lot of mistakes in other areas.

2. Get serious about compliance. If you don’t have the wherewithal to devote time every day to compliance, I suggest not getting into this business. If you’re already in and still not serious about compliance, I suggest getting out while you still have a business and a choice!

The CFPB and the Department of Justice will do everything they can to put you out of business if they even think you are not following their rules. Ignoring compliance puts everything you have in jeopardy. If you can’t (or won’t) manage that reality, you shouldn’t have a BHPH dealership.

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3. Be an advocate for BHPH businesses. Reread No. 2. If you want the life in BHPH industry to be easier, you have to fight for it. One way is to join the state and national associations that are fighting for your businesses survival against the likes of the CFPB and DOJ. Not only should you be a member, but it is very important you contribute financially to these associations so they can fight for your rights.

Connect with your city council members, senators and state/national representatives and other important political figures in your area. Make sure they understand just how much your business contributes to the local economy—and educate them about the industry, so they realize that you aren’t the “bad guy” consumer advocacy groups like to make you out to be. Figure out their stance on the CFPB and DOJ and vote accordingly.

Remember the quote by Edmond Burke: “The only thing necessary for the triumph of evil is that good men do nothing.” Stand up for yourself and others.

4. Join a 20 Group. The best career move I ever made was joining an NCM 20 Group. Nothing else I tried made me a better operator— or provided a better ROI—than the insights I gained from that group.

The power of peer collaboration and accountability that you receive in a 20 group setting is magnificent. Imagine sitting in a room with 20 other dealers talking about your business. You get to see the good, the bad and the ugly and have, literally, hundreds of years of experience in the room with you! The one warning I will give you, though, is that you must have an open mind and be ready to go back to your dealership and make meaningful change because your fellow 20 group members will hold you accountable to making your business better. Even when you’d prefer they didn’t.

BHPH success is possible — and important

I love this industry. Although we often get a bum rap, BHPH dealerships provide a valuable service to the vulnerable in our community. We help people learn to be financially responsible, and we give them the means to get up on their feet and improving their lives. It’s amazing.

So, no. There’s no perfect business model success in this industry, no matter how many times people may ask me to show them the way. But if you take our work seriously, commit to helping people while making a profit and follow the best practices I’ve outline above, you’ll make it. And, if you encounter bumps along the way, give me a call and I’ll help you out!

Join the NCM Institute and Dustin Kerr for the upcoming class, BHPH Collections: A Customer-Centric Approach.

Article originally published in the March/April 2016 issue of the BHPH Report. Be sure to check out the full issue!

Permanent link to this article: http://blog.ncm20.com/2016/07/so-whats-the-secret-to-a-successful-bhph-business/

Alan Ram

Your Sales Appointment System is Failing You

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It’s Friday morning, and a Manager is paging everyone in the sales office, reminding them to get their appointments for the day on the board.

Sound familiar? Unfortunately, this bad management practice is a common one. What if only half of the sales force logs appointments for that day? Now that Manager is flipping out and yelling for everyone to get on the phones and, “Call anyone we haven’t made a deal with! Any phone-ups that haven’t shown up! Call your mom, call your third grade teacher—call everyone! We need some appointments today!” This is panic management at its finest.

Today started yesterday

Here’s the problem: Today is too late to do anything about today. Today should’ve been taken care of yesterday, the day before that … and the day before that! By worrying about today, today, you’ll just end up finding out that you’re screwed in advance.

A good Manager will ask, “How many appointments have we set up for today?” If every day your sales staff is setting up enough appointments, whether they’re appointments for today, tonight, tomorrow or the weekend, every day will end up taking care of itself.

That isn’t to say that you don’t want to know how many appointments are coming in today; of course you want to know that! But, where you keep your foot on the gas pedal is knowing how many appointments your staff has set up today, not scrambling to fill the board.

Make every day a competition

Now, let’s talk about logging appointments on a board versus simply putting them in the CRM. At one time, a friend of mine, Dan Clara, Market Director for a huge automotive group, explained to me that when his team just logs appointments in the CRM, rather than having an actual whiteboard, appointments go down.

Why is that? Because salespeople, at least the good ones, are naturally competitive. If one team member sees another salesperson writing appointment after appointment on the board, he or she will want to set up more. It’s also an in-your-face way of seeing what you’ve accomplished, as you accomplish it, throughout the day.

Simply logging appointments in the CRM tends to take the clear, visual competition out of the equation. Use the natural competitiveness of your salespeople to boost the amount of appointments your team sets every day.

Ready to get your sales team back on track? Check out General Sales Management training from the NCM Institute, including Alan Ram’s Management by Fire course.

Permanent link to this article: http://blog.ncm20.com/2016/07/your-sales-appointment-system-is-failing-you/

Kevin Baumgart

Does Your Dealership Value its Interview Process?

Businessmen talking

By the time a candidate reaches the interview stage, it’s clear they have grabbed your attention as a potential hire for your dealership. The interview process is an irreplaceable component of your dealership’s overall hiring strategy. It’s also the point at which both the employer and job seeker determine if it’s worth their time to move forward with the process.

What’s at Stake for Employers?

Taking the time to speak with a candidate in person is critical to determine if someone is a good fit for the role. It’s also an integral part in persuading top talent to work for your dealership.

Research from LinkedIn found that 87 percent of job seekers said a great interview experience would make them reconsider a job offer even if they have initial doubts. In a competitive job market, this can make the difference between hiring an all-star and a dud.

Conversely, 83 percent of candidates say a negative encounter during an interview will erode their interest in a position. Getting the interview process down to a science begins far in advance of the in-person visit.

Employer Due Diligence

You will want to use the early stages of the hiring process to get as much information about the applicant as possible to ensure you’re making the right decision by inviting them in for an interview. Hiring technology has come a long way in enabling auto dealers to evaluate job seekers before they ever step foot in the dealership.

Employers should take advantage of tools that test hard skills, soft skills, culture fit and aptitude. Based on the results of these evaluations, you’re able to better gauge whether they meet—or even exceed—the requirements established in your job description. This adds insight that employers can use in conjunction with resumes and applications to make informed judgments about applicants and if they should bring them in for an interview. Once you’ve completed these critical steps, you need to make sure you are prepared to meet the candidate in-person.

How to Prepare for the Interview

No detail is too small as you prepare for the interview. Consider what type of impression you’ll leave after you’ve invited a candidate to talk about a specific position and you forget their name, the job they applied for or refer to past work experiences belonging to another applicant. This is the candidate’s first impression of what it would be like to work at your dealership, it’s important to get it right.

You should also have your interview questions prepared in advance and in front of you when you sit down for the interview. Be sure to have questions that will help you effectively identify whether the candidate can perform all necessary tasks defined in the job description. Addressing your priorities upfront and asking questions about measurable criteria will help you determine their ability to do well in the role.

At the end of an interview is a great time to allow candidates to ask questions and helps set expectations for the candidate and the interviewer. If you are prepared for this exchange in advance, it is easier to sell top talent not just on the role, but also on your dealership as a place to work. As much as the employer is judging the candidate, the potential new hire is also forming opinions about working for the dealership, and a great impression will win over all-star candidates.

An Extensive Process

The interview is the singular component in hiring that carries the most weight for both the employer and candidate. It’s crucial that you have a rock-solid process in place—built on strong intel about each applicant—that will make the encounter productive and illuminating for all parties involved.

Special thanks to NCM Associates’ partner, Hireology, for sharing their insights on the interview process. Learn more about Hireology. And join NCM’s experts for more actionable guidance for hiring the best people for your team in our Finding Top Talent and Success-Driven Pay Plan classes.

 

Permanent link to this article: http://blog.ncm20.com/2016/06/does-your-dealership-value-its-interview-process/

NCM Associates

#AskNCM: Will more wholesale increase net profit in Parts?

Will addressing wholesale issues increase net profit in Parts? Yes, says NCM expert Steve Hall, but there’s an important step you must do first.What more insights from Steve Hall and other NCM experts? Join them for our intensive Mastery level classes in Service Management, Used Vehicle Management and General Sale Management. Have another question for #AskNCM – comment below!

Permanent link to this article: http://blog.ncm20.com/2016/06/askncm-will-more-wholesale-increase-net-profit-in-parts/

Lindsey Quinn

Behind the Scenes: NCMi

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If you’ve ever taken a course with the NCM Institute, you’ve experienced the hard work and expertise of our NCMi staff. Get to know the people responsible for making sure your experience in Kansas City—or at one of NCM’s Roadshows—is the best possible one! 

Group

Brandiss Drummer, Operations ManagerBrandiss

A five-year veteran of NCM Associates, Brandiss heads the NCMi team. Under her leadership, each individual works together to create a cohesive, flawlessly executed experience for the student. Brandiss sums it up best, “As we all know, the experience is about more than the content of the education you received; it’s about every aspect of the process from A to Z.”  Her goal is that every aspect of your NCMi experience consistently exceeds your expectations.

NCM: What’s the best part of your job?

Brandiss: The best part of my job is that it’s never done! There is no end date to this project—something can always be improved and this challenges me to continuously push us forward.  I never worry about complacency creep; I am always motivated to continuously improve when I hear the success stories from the students.  There are some whose lives we have literally changed (and whose family’s lives we have changed), by helping them to grow successfully in their careers, both financially and personally.

I was working here late one night, and my sister remarked to me “Go home! Remember, you aren’t saving lives.” No, we may not be, but we are changing them.

NCM: What’s one thing you’d like NCM clients to know about the Institute?

Brandiss: I can honestly say that every single team member is invested in the students. This is not a job for any of us; we spend countless hours in our personal time thinking of ways to help our students. It is not unusual to find the instructors still onsite at 7 pm helping a student with their homework. Or to find a group text between the admin staff on the weekend, working to make sure even a Saturday add-on doesn’t know the difference when they walk through the doors on Monday. Our training classes are small enough that if you let us, we get to know you as a person first, so that we know how to best help you as a student.

NCM: Anything else?

Brandiss: Yes: Bribes don’t work on us! Your test grade is still your test grade!

Cassie Allen, Learning & Development Coordinator Cassie

With a keen focus on students’ training needs, Cassie has spent four years working to match your goals with our classes. If you have ever requested customized training for your dealership employees, you’ve likely worked with Cassie to identify what topics will be taught in order to garner the most success.

NCM: What’s the best part of your job?

Cassie: I enjoy working with our clients and building relationships.

NCM: What’s one thing you’d like NCM clients to know about the Institute?

Cassie: If you don’t see a course on our schedule, ask us! We are always listening to our clients and their training needs.  We might not have it now, but we are always updating and adding new courses to our schedule!

Racheal Ellis, Institute CoordinatorRacheal

During her two years with NCM, Racheal has committed to creating a great experience for NCMi students. Many of you have probably spoken with her, as she helps with class registrations and communication. She also greets students when they arrive at our classrooms in Kansas City.

NCM: What’s the best part of your job?

Racheal: I like connecting with the students and getting to hear about their success stories.

NCM: What’s one thing you’d like NCM clients to know about the Institute?

Racheal: We’re here for you!

Jeff Hardin, Client Engagement SpecialistJeff

Jeff has only been with NCM for two months, but he’s already an integral part of the team. He helps students register for the appropriate classes, based on what they’ve already taken with us and how they want to develop their careers. And he likes to do it all with a smile on his face.

NCM: What’s the best part of your job?

Jeff: The best part of my job is working with my team and with our clients to determine their true learning and development needs and help them accomplish their goals in efforts to improve their success.

NCM: What’s one thing you’d like NCM clients to know about the Institute?

Jeff: We have a vested interest in their success and truly care about them both as clients and individuals. We value the relationships we build with our clients.

Carolyn Rogers, Assistant CoordinatorCarolyn

Over the last year, Carolyn has been working hard on prepping all the classes for NCMi students. She’s also responsible for the tasty meals NCMi guests enjoy, so now you know who to thank when Kansas City’s famous barbeque is on the menu!

NCM: What’s the best part of your job?

Carolyn: The people I work with and interacting with the students.

NCM: What’s one thing you’d like NCM clients to know about the Institute?

Carolyn: That what we do is more than just a job.

NCM: Anything else?

Carolyn: Go NCMi!

Permanent link to this article: http://blog.ncm20.com/2016/06/behind-the-scenes-ncmi/

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