Professional Development for Leaders Sunday, September 20, 2009

 

"Hi, my name is Paul Esch. I want to introduce myself. I don’t believe we’ve ever met. I work with leaders to improve business performance." The air in the room was still. So was his shop. "I’m not interested," he said and he handed back my brochure. I asked him, "Do you think it’s harder to make a buck in the business today?" He said, "Yes, the business has changed a lot since I started."  I replied, "I appreciate your honesty. How is business today?" "Business is slow," he said. "How come?" I asked. "Cars are built better and people don’t always fix their transmissions." I replied, "One of my vehicles is a ’99 Buick Regal with nearly 200K on it. Do you think the transmission could fail some day?" He answered, "Yes, but you probably wouldn’t fix it. Today, people go out and buy new." I asked him, "Aren’t there more vehicles on the road today and weren't more vehicles sold between 2001 to 2003 because of 0% financing that have come out of warranty by now?" He reacted with, "We’re getting more competition from the other shops and car dealers all the time." I tried another approach. "Do you think there you have an opportunity to develop more fleet business?" He said, "We already have a couple good accounts, but most of them are a pain in the neck."  I told him, "I work with business owners who want to work on their business, not just in it, when they’re ready. Do you want to keep my card?" He replied, "No thanks. I don’t want to change. I’m not interested in what you’re selling."

So I went across the street to Ray Beck’s Auto.  On the wall near the front counter were seven glass framed certifications. This owner so valued education and improvement that he had seven master level technicians working in his shop. I asked Ray if it was true. He verified it starting with his own certification! Ray had been through many development courses and his shop was busy that day. And he had two service advisors who had the training to keep them all busy. And he was open to talking with me. He was genuinely interested in the business owner peer group (Bottom Line Impact Group) I mentioned and wanted to know who else had tried them. He indicated he had to get back to work, but wanted me to come back to talk again soon. And then he got back to helping his customers and staff.

 

What a contrast! Can you see the difference that "attitude" makes in our businesses?