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\n\n\n\n\nCoaches Mastermind: Bill Haas and Kent Bullard discuss performance reviews, benefit packages and succession. Succession planning in family businesses is often met with emotional complexities and practical challenges. However, with open communication, a willingness to learn from the past, and proper financial planning, these obstacles can be overcome.\n\nKent Bullard, COO,\xa0The Institute. Listen to Kent\u2019s other episodes\xa0HERE.\n\nBill Haas,\xa0Haas Performance Consulting,\xa0Bill\u2019s previous episodes\xa0HERE.\n\n\nShow Notes:\n\n\n\n\n\n\n

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• Watch Full Video Episode
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• Answering the Phone (00:00:43)\xa0Importance of answering calls, dealer service department comparison, missed opportunities.
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• Technology and Communication (00:01:54)\xa0Discussion on new technology, voicemail, and missed connections.
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• Training and Handling Calls (00:03:28)\xa0Importance of training staff to handle calls, voicemail setup, and staff hierarchy for call answering.
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• Role-specific Phone Training (00:05:37)\xa0Training different staff members to answer calls based on their roles, prioritizing customer service.
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• Customer Service and Workflow (00:08:10)\xa0Discussion on virtual service advisors, prioritizing customer relationships, and back-end workflow.
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• Handling Cost Estimates (00:12:11)\xa0Importance of having dedicated staff for cost estimates, focusing on customer service.
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• Reservation System (00:14:41)\xa0Discussion on the concept of reservations over appointments, and comparison with car dealership reservation systems.
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• Dealership Service Experience (00:16:13)\xa0Comparison of dealership service experience, emphasizing the importance of providing a better customer experience.
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• The importance of client experience (00:18:02)\xa0Discussion on the significance of client experience officer and revenue growth despite COVID.
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• Performance reviews and improvement discussions (00:18:58)\xa0Fear of holding people accountable and reframing performance reviews as improvement discussions.
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• Setting goals and targets for employees (00:20:01)\xa0Importance of setting goals and targets for employees to ensure clarity and success.
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• Quarterly one-on-one meetings (00:21:25)\xa0The value of regular one-on-one meetings with employees to build relationships and open communication.
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• Employee benefits and incentives (00:24:28)\xa0The importance of providing benefits, including PTO, retirement programs, and other incentives to attract and retain talent.
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• Succession planning and family involvement (00:31:26)\xa0Challenges and conversations around succession planning, especially involving family members in the business.
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• Learning from Past Generations (00:35:20)\xa0The impact of witnessing previous generational struggles on the decision-making process for succession planning.
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• Conflict and Communication (00:35:56)\xa0The necessity of conflict and open communication in changing ideas and thoughts for successful...