"our customers
see us more
as a resource
than a vendor;
an advisor
and expert
committed to
consistently
leaving our
clients better
than We
find them."
"a trainer should help the customer,
ask probing questions and really
try to listen to and understand the
dealer's needs and wants," she says.
"We need to determine what they are
trying to achieve, where they have
had issues in the past, and note any
areas we see they can improve to
provide the best all-around training."
even with needs, wants and goals
established, randall says, the trainer's
work is not yet done. "i also think it
is very helpful to have a trainer who
is extremely patient and makes sure
to not make anyone feel bad about
asking questions," she says. "Being
comfortable with and trusting your
trainer is obviously important."
5
integrity
The need for trust between dealers
and trainers is paramount. Dave
anderson believes trainers must
possess "the integrity to deliver what
he or she promises, and then some."
8
anderson is president of Dave
anderson's learnTolead in agoura
hills, calif., the company he founded
more than a decade ago. "We've had
many of our customers for the entire 13
years we've been in business," he says.
"This is because they see us more as a
resource than a vendor; an advisor and
expert committed to consistently leaving
our clients better than we fnd them."
at reahard & associates inc. in soddy
Daisy, Tenn., ron reahard says his
trainers take a similar path. "Because
we don't sell products, our dealers
recognize we have the same agenda
they do," he says. "initially, they may hire
us for our expertise, but very quickly
our trainers become trusted advisors."
Greg Goebel, ceo of osprey, Fla.based used car university, is ranked
among the nation's leading special
fnance trainers. He says there is
a natural progression for trainers
who want to become partners
in their clients' operations.