F.U.E.L Podcast w/ David Long Executive GM Hansel Automotive

F.U.E.L. Podcast

Summary

Strategies for Service Departments

Alex and David discussed improving strategies for service

departments. David, who is the executive general manager for the Hansel

Automotive Company, shared his experience in the automotive industry. He

revealed that he started his career in the business by detailing vehicles,

but quickly moved into sales. David then bought a dealership in 2000 and

managed several groups before his current position. He emphasized his love

for the people business and how the interactions with customers have evolved

with advancements in technology. He believes this has been a foundational key

to his success.

Leadership, Connection, and Listening

David discussed the importance of leadership and connection.

within a team. He emphasized the need for face-to-face interaction and

recognized that he himself did not spend enough time with his customers and

employees. David shared his philosophy about emotional needs and the different

ways people may require their pools filled. He highlighted the importance of

understanding what isn't being said and the art of listening to pick up on

underlying cues. Despite acknowledging his own shortcomings in listening, Alex

claimed to be adept at discerning what's not being said.

Emotional Intelligence in the Workplace

David discussed the importance of understanding people's

emotional states and body language in the workplace. David highlighted the

need for managers to be aware of their employees' well-being and to be able

to redirect them when necessary. David also emphasized the importance of

effective communication with customers and the need to create meaningful

connections with them. David suggested that technology could be used to

monitor interactions and provide coaching to improve customer experiences.

Effective Communication and Customer Empathy in Automotive

Industry

David emphasized the importance of effective communication with

customers in the automotive industry, highlighting the need for empathy and

understanding. David's approach involves reviewing electronic communications

with customers every Wednesday to identify areas for improvement. He

advocates for attentiveness to customer needs, such as providing alternate

transportation or car seats, and acknowledges the potential for missed

opportunities to connect with customers. Alex agreed with the importance of

understanding customer needs and community-based approach. However, David

also noted the need to balance such empathy with meeting performance targets.

The Power of Human Connection in Leadership

Alex discussed the importance of human connection in customer

service interactions, relating how his practice of acknowledging dealership

employees by name and engaging in small talk can brighten their day and

potentially improve the customer's experience. He also emphasized his belief

that his role as a leader is to leave things and people better than he found

them, even if this sometimes requires difficult conversations. He

acknowledged that not all interactions result in feelings of improvement, but

affirmed the overall positive impact of his approach.

Sports Coaching Applied to Team Management

David shared his experience from coaching sports and its

application to his team. He emphasized the importance of pushing team members

and ensuring they understand their roles, and the need to remove non-team

players. David promoted the idea of promoting from within the team, with many

long-term employees in various roles. He discussed the increasing use of

technology in their work, particularly the implementation of video

communications. David highlighted that they have been sending a large number

of customized videos to customers, introducing themselves and their company.

He emphasized that this shift required adjustments to their processes, which

took 3 to 6 months of training to fully incorporate video into their customer

interactions. Despite initial resistance, David stated that they eventually

sold the value of video to their managers.

Implementing New Video Strategy

David discussed the challenges of implementing a new video

production strategy within the team. He emphasized the need for everyone's

compliance with the new method and the benefits of the activity. Despite

initial resistance, David managed to ensure everyone's cooperation, with one

member being dismissed for his refusal to adapt. David stressed the importance

of adapting to new ideas and executing principles, acknowledging the

resistance to change in the industry. He encouraged individuals to contribute

to the vision or get on board, and highlighted the gap between the perceived

and actual operation of dealerships. Towards the end, David emphasized the

importance of leadership standards, holding each other accountable, and the

distinction between what is acceptable and what is desired.

Dynatron’s Honesty Valued by Alex

Alex expressed his appreciation for Dynatron’s partnership,

contrasting it with the many vendors he works with. He particularly valued

Dynatron’s honesty and willingness to provide difficult truths, which he felt

was lacking in many vendors. He also suggested that Dynatron could increase

their engagement with him by visiting more frequently. Despite this, he

emphasized that Dynatron was his best partner and praised their contribution

to his business' success.

Accelerating Learning and AI Integration

Alex expressed his appreciation for David's participation and

highlighted the need for continuous learning to adapt to the accelerating

pace of change in the future. He envisioned a future where people could

interact with artificial intelligence for information and shared his

experience as a catcher. Alex also expressed his appreciation for the podcast

guest and extended an invitation for a return visit, along with a desire to

tour San Francisco and attend a baseball game in LA. Lastly, he thanked the

listener for joining and encouraged them to follow for updates on new

episodes.