Developing employees attract customers

”We are doing well.” Isn’t a car dealer allowed to make such a statement, if he can present a profit in the 2009 accounts? Yes.

And why are we doing so well? It is due to the fact that good car brands consist of magnificent cars along with an organisation which is able to deliver the cars and service them afterwards. In this context, the car business revolves around people – those who buy the cars and those who make sure that the process of buying a car is a good experience every step of the way. At Andersen & Martini they go to great lengths to make the entire organisation a service organisation through education and determined implementation in every day life. This covers everything from the sales people’s demand analysis, the reception at the garage, the mechanic’s ability to keep his appointments and the accountant’s follow-up. In every step, the customer must feel that the business revolves around him or her. It is a continuous process but the results testify that Andersen & Martini succeed in doing all these steps.

Andersen & Martini sells Opel, Cadillac, Kia, Saab and Fiat. The target groups are different but their needs are the same. For car customers, the overall concern is whether you are able to trust the car and the garage. The car is focal point of many things in families; it has to work every time.

We believe that companies, who have difficulties selling their products to the consumers, can profit from revising and rethinking the organisation. Does the organisation fully match the customer’s needs?

In stead of seeking cover, investments must be made in productive training and practical rehearsal. If the dealership goes silent then turn it into a class room. Andersen & Martini has invested in the productive staff and their managers. As a result, nearly all employees have kept their job. Developing employees attract customers.