Excelling in an Experience Economy: How important are Manners to Our Collective Happiness, Relationships, and Business?
We interact with people and purchase items every day. These interactions or experiences drive our decision-making process. An often-underestimated aspect is the empathetic value of the experience.
Experiences are rooted in manners and are distinctly human and are driven by empathy. We learn these as children and are shaped over time. Manners are powerful! We remember experiences that are genuine and positive or empty and unsatisfying, the void between is vast.
Bobby will show how this provides an opportunity to create a point of differentiation in your value proposition. Bobby is sharing a genuine “lead by example approach” as he and his team live CX every day for the past 7 years. Bobby asks the question, “are you imbedding good manners into your corporate culture for a point of differentiation vs. competition?” Learn how to create a “Manner Centric Approach” to the customer experience after hearing Bobby’s thoughts.
As a child, Bobby’s father had him read “See You at The Top” by Zig Zigler. His father would use discipline if he or any one of his siblings used the word ‘can’t’. Bobby started selling cars at a young age and became a General Manager of a dealership at the age of 23. At 29 he was a dealership owner. In 2013 Bobby joined The Gettel Automotive Group and is the General Manager of BMW and Porsche of Ocala, a luxury automotive dealership.
Bobby’s high standards, primarily focus on hospitality and customer experience and the dealership’s signature touches have been recognized on a global level. Not selling but serving, is Gettel’s top priority. With his upbringing, of not being able to say “can’t”, he was instrumental helping execute Gettel’s Customer Experience mission. Under Bobby’s leadership BMW Porsche of Ocala won several awards including a global award for customer care. With the automotive industry rapidly evolving, Bobby would like to share Gettel’s focus on how to be viable to the customer in order to flourish in the automotive industry. Bobby is part of Gettel’s Management team with a common purpose. He will share two things, how a team can make a difference with one common purpose focusing on experience. His greatest lesson his father taught him to never say can’t and always try to find a way to say yes to the customer.