I was leaving my hotel room one morning, getting ready to start my day. As I walked at my usual brisk pace down the hall towards the elevators, that’s when I saw it. The yellow tape, rolling toolbox and what appeared to be an elevator technician getting ready to go to work on one of the two elevators this hotel provides. This was significant to me because I was on the top floor, and I knew with only one of two elevators working I would most likely get to stop at every floor on the way down, and I would end up with my crack pressed against the wall of the glass elevator, crowded with people wearing too much perfume, blowing their morning breath all up on me, and some still funky from the night’s sleep but going down to the dining room regardless less they miss that “complimentary” buffet.

As I stood waiting for the hotel’s singular elevator, I said to the technician standing beside me at the disabled unit, apropos of nothing, “Are you doing maintenance, service or repair?”

I don’t know where that question came from, really I don’t however I can tell you that what I had been struggling with at my current assignment which was a Lexus store, was how to create needs-awareness for a Vehicle Service Contract in a customer who really doesn’t need the protection that a VSC offers. Lexus is a tremendously reliable vehicle, and the typical Lexus customer has much more discretionary or disposable income than the conventional buyer. Why should any Lexus customer purchase a VSC?

The answer is that they shouldn’t if they are only purchasing it to protect them from loss in the event of a mechanical failure. They don’t need to roll the dice that their Lexus would or might ever fail. If it does ever fail, against the odds, this customer typically would have the ready cash to correct the issue.

However, if this customer or any customer really, understands the difference between “Maintenance”, “Service” and “Repair” they would afford the VSC every time. The close goes something like this…

• “Mr. Smith, we offer several options to enhance your ownership experience. Have you considered the value of an Extended Service Contract?”
o “I don’t need that. This is my 4th Lexus and I have never had a problem.”
• “Because you are a repeat Lexus customer, like so many Lexus drivers, you are actually a prime candidate for a service contract. Let me explain…”
• “I was leaving my hotel room this morning when I saw what appeared to be an elevator technician getting ready to go to work on one of the two elevators this hotel provides. This was significant to me because I was on the top floor, and I knew with only one of two elevators working I would most likely get to stop at every floor on the way down, and I would end up with my crack pressed against the wall of the glass elevator, crowded with people wearing too much perfume, blowing their morning breath all up on me, and some still funky from the night’s sleep but going down to the dining room regardless less they miss that “complimentary” buffet.”
• “As I stood waiting for the hotel’s singular elevator, I said to the technician standing beside me at the disabled unit, apropos of nothing, “Are you doing maintenance, service or repair?”
• “He replied, ‘This is service. We do maintenance every month, and service twice a year or as needed. This way we don’t ever have to worry about repair. If you’re riding in an elevator when it fails, there are several things that may happen, and most of them are bad.”
• “By doing routine maintenance, and servicing worn parts we greatly decrease the odds of having to do repairs, and the elevators operate more efficiently.”
• “Mr. Smith, you told me that you do your maintenance here at the dealership, and you have always done it like clockwork. Here is how you get your money’s worth out of the Service Contract.”
• Every time you come in for your routine maintenance, which you are going to do anyway, make sure you tell your service adviser that you have the Platinum Coverage Service Contract. What that does is tell him that he has an open checkbook, so he needs to look for parts that are failing, have failed or are operating outside of the manufacturer’s specifications and tolerances.”
• “Now every time you come in for an oil change and tire rotation, whenever you leave you can know that every part on your vehicle is operating exactly the way it was designed to by Lexus, because if it was not the technician would have repaired or replaced it.”

That afternoon I was put on the spot by possibly the greatest (other) F&I mind that I have ever known. The GM of this Lexus store spent years doing F&I and training F&I, and had been recognized nationally as an F&I Dealer of the Year. This guy is GOOD…

He walks into the F&I office where I am visiting with one of his F&I managers, and starts throwing me objections to overcome…

”I can’t afford my payment to go up….” Quick Close
“Lexus is a great car….” NASCAR Close
“I’ll take my chances…” Days of Ownership
“It’s too much money…” A-A-A Close (the most obscure close that I know)
With every rebuttal I threw back at him, he just finished my sentence for me. Finally he said, “C’mon Dave, give me a close that I have never heard…”

“I was leaving my hotel room this morning when I saw what appeared to be an elevator technician…”

I hesitate to say this, but he was visibly amazed and impressed. “I have never heard that rebuttal before. That’s the best close I have ever heard.”

My dad taught me to think on my feet, create solutions and be deliberately innovative.

INNOVATION TRUMPS FEAR

The happiest people in the world, I think, are the innovative because they fear no difficulty, setback or obstacle. They know there is a solution for every problem.

People that aren’t deliberately innovative tend to see every issue, hindrance, or obstruction through the lens of whatever solution that they already possess.

INNOVATION CREATES JOY

This is going to get a little hokey, part of my spiritual-side is going to appear here but I’m just not wrong. We are created in the image of our Creator. Not just physically, probably least of all traits we have in common with the creator would be physical attributes. However, one thing we know about the Creator is that He creates. Being made in His image, a desire to create is a part of our DNA.

The reason most people don’t originate a thought or idea is that their desire to create gets overcome by their fear of failure, ridicule or loss.

Whenever we, as a species, fulfill the purposes that we were created for such as invention, innovation, and creation, there is an inherent joy that goes along with that. Notice the word is “Joy”, not “Happiness”. Happiness is conditional; true joy is relational. How we relate to ourselves, our Creator, and our friends, family and peers.

INNOVATION BUILDS BRIDGES

Being innovative usually means thinking outside of the box, which often translates into thinking in someone else’s box. Innovation without collaboration always generates ideas that take longer to develop into solutions that may or may not work to solve problems that may or may not ever be relevant whenever the dust settles.

Collaboration is the genesis of genius. Two mediocre minds with imagination beat ten genius-IQ’s that are closed off to new ideas.
Some of the greatest friends we will ever make are found through collaboration on an original idea, product or solution.

Another aspect of our “Creation”, we are created to be in relationship with one another.

Big Wave Dave
TRAINER-MENTOR-COACH
(469) 939-0410 Cell
dscarguytx@gmail.com