Breaking in a Green Pea

If you read this blog often you know about our dog Charley. She's a crazy thing and just turned 5 on May 5th. As if handling her antics wasn't enough Andy and I decided to get a new puppy--we brought home Penelope Whidmore Thompson (any Lost fans should get the reference) or "Penny" on Friday and it's been quite a treat. Dealing with her has reminded me of several valuable lessons I also have learned when training newbies. Since I've had the nice refresher course sprung on me, thought I'd post these as a refresher for us all. Golden Rules of Breaking in Green Peas 1. Patience. Penny has never had to "go outside" to do her business and she must be taught and reminded a lot...just as newbies in any sales business don't know the ropes. Many things the rest of us know intuitively they need to be taught and reminded of. Have the patience to teach them. 2. Don't Assume. If you are doing the training you have probably been in the business for some time. Don't assume they know anything about your business. Even things as simple as lingo and industry talk should be "translated" for them in the beginning. (I'm struggling relating this to a dog-but I learned this morning I shouldn't assume she knows my flip flop isn't a chew toy.) 3. Be firm, but positive. Negative reinforcement works on some dogs and some people--but why make them hate you? More can be accomplished with positive reinforcement with any species, just be sure to set firm expectations of job duties and hold to them. 4. Know when to say "No!" The last three days at our house the correct timing has been about every 5 seconds. In the business world I think this is a very important skill of a manager or trainer. Knowing when it's just not going to work out or when someone needs more time to grow. Keeping on dead weight for too long doesn't just suck time from your day but also affects the entire sales staff. Know when to let go of someone that just isn't going to work out. Penny at 7 weeks, and my husband's chin:

Automotive Dealer Sales Training Tips #3 Interview with Todd Hudak

Today I wanted to touch on a simple, yet powerful concept that Todd kept bringing up in our conversation. It isn't anything formal, and it's really pretty much common sense. Todd kept saying "there are really only three ways to get someone to do something." Now, of course he was talking about motivating/coaching your sales staff. He talked about this in regards to tracking leads, and the lead source, but it really works across the board. #1 Ask them nicely. Todd has a feeling that this is typically pretty ineffective in dealerships. In my experience if you ask nicely and explain WHY this method can work with the right people. However... I can relate, my only "child" at the moment is Charley. She'll be 5 in May and is a Retriever/Husky mix. I've had her for three years now and she's never been one to get up on the couch or furniture. Lately though, she's getting pretty snooty and feels like she rules the roost and she's constantly on the couch--in my spot at that! I started out by asking nicely, and a few times it's worked...then I had to move on to the next way of getting someone to do something... #2 Threaten them. Threatening seems dangerous. For one thing, people will only take so much of it, and you have to be ready to follow through on the threat. Obviously, it is sometimes hard to communicate effectively with Charley. Although I'm pretty sure she can understand English she has selective hearing. We'll threaten to throw her Kong toy away, or Andy will threaten to "punch her in the dog face" but we never follow through. She knows she's spoiled and we're not going to punish her--besides, what's the worst I could do--yell? I can't fire my dog. #3 Pay them. I'm technically in sales, and so are most of you, even if you aren't involved in it as much daily. Obviously we all understand that commission based income is the most pure form of this last method. Todd argues this is the most effective way to get things done in a dealership, and I would have to agree. He talks about paying receptionists to find out lead sources, hiring someone on minimal hourly rates and paying bonuses for every lead they count, he's even had one of these people watch for people leaving the lot without coming into the show room--then he would fine the sales person that lost them $150--and give it to the counter! Sales contests, spiffs, bonuses, etc. these are all forms of rewarding people for the behavior you are trying to get from them. Start thinking about the things you wish were happening that aren't within your department, company, or dealership. How can you turn each of these things into specific behaviors that can then be broken down and rewarded upon? Charley could care less about a $5 bill, but she loves treats, people food, and one specific toy. If I make it worth her while to stay on the floor she typically stays out of my spot on the couch. This has also been the way we've taught her all of her impressive tricks, like shake, high ten, speak, and lay down. Andy has also figured out a way to get her to bark the O-H-I-O chant with him during football games...now I just have to find the right reward to get her to say "Boiler Up."