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Liz Keener

How long are your customers waiting on the phone?

Recently I called a dealership looking for a specific employee. The phone was answered promptly. I asked for the person by name and was put on hold. For five minutes! I thought about seeing just how long I would actually be on hold until someone checked on me, but the smooth jazz was starting to drive me bonkers, and I ...

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What are your dealership’s New Year’s resolutions?

It will happen. This week local gyms will be full of people; those you’ve never seen before will be clamoring in the door with hopes of achieving their New Year’s resolution to get fit. By Feb. 1, the crowd will taper off. Those who have stuck with their plans will still be there, while those who weren’t as committed will ...

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Always remember to ask for the sale

Recently my car required an oil change. Since I bought my pre-owned car from a dealership that carries a different brand than my car’s manufacturer, I couldn’t go to the selling dealership for the oil change. So the search began. I only made a few phone calls before tasking my husband with taking the car in. But those phone calls ...

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Are a few dollars worth customer satisfaction and loyalty?

There’s no hiding that I am a diehard Minnesota Vikings fan. So it was no surprise when my Secret Santa/sister-in-law bought me an OYO Sports Endzone Set for Christmas. I was ecstatic! Within days I was assembling the building brick kit at home. However, one of the bricks had a minifigure’s arm stuck inside of it. Try as I might ...

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Quit looking at your phone at shows!

A couple weeks ago, I ventured over to the Minneapolis Boat Show, and as I wandered the show, I noticed a trend I see far too frequently at any variety of B2B and B2C shows — those working booths not engaging with the attendees. I’ve been there — long days, sitting or standing in a booth for hours on end. ...

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What are you touting? Discounts or value?

A couple months ago, I was in my car, and a commercial came on the radio that caught my attention. It was the voice of Ron Trzcinski, founder of The Original Mattress Factory, and what caught my attention was that he wasn’t advertising a Presidents Day sale like most other retailers that week. Instead, he was talking about his company’s ...

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Are you following up with every prospect?

People who know me well know I’m a big fan of a particular automotive manufacturer. Cars have been a big part of my life as long as I can remember, and I’ve been a member of a classic car club since I was 15. So every time I see that particular OEM’s truck at a show, I usually stop by ...

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The value of a demo ride

Last fall I was invited to a PWC demo. I’ll admit I was a little nervous about keeping up with well-known PWC media on the lake, as I have much less experience aboard the craft compared to most. But within minutes of me boarding the machine and receiving an instructional, I was flying around the lake with the guys. I ...

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What questions do you ask during an interview?

A couple days ago, I was prepping my husband for an upcoming job interview. I was throwing out typical interview questions — strengths versus weaknesses, describe a challenge and how you overcame it, what makes you an ideal candidate for this position, etc. Then we got to “Where do you see yourself in five years?” I told him I hate ...

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Show genuine interest in your customers

This past weekend I was walking around a major department store when an employee walked up to my husband and me with the standard, “Can I help you find something?” I’ve noticed this particular retailer has been making a larger effort organization-wide to have its employees address wandering customers, which has been appreciated. But on this particular day after the ...

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