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I have been in Orlando for the past couple of days and will be here for just a few more.  Last Sunday night while heading back to my hotel after dinner I ran across what I found to be an extremely customer service oriented taxi driver who I want to brag about today, Angie.

After finishing off my meal at Vito’s Chop House in Orlando Sunday evening the valet attendant hailed me a taxi that happened to be a black van built for ten.  Since I was by myself I jumped in the front seat next to the driver who appeared to be in her middle fifties.  Just when I slammed the door the driver introduced herself as Angie and asked my destination.  As I was telling Angie where I was staying I couldn’t help but notice that she had decorated her entire van in celebration of St. Patrick’s Day.  She had greenery and beads along with four leaf clovers hanging in all the windows all while playing Celtic music on the radio.  I commented to Angie that I was impressed that she had gone all out for St. Patrick’s Day . . . a busy and profitable day for taxi drivers I am sure.  She smiled and said she just likes to make her taxi a little special.

As I complimented her decorations I could tell Angie appreciated the fact someone had noticed her extra effort and, as a result, she took an increased level of pride in her decorations.  I scanned the van again from front to back and did some quick math in my head.  I figured Angie was probably out around ten dollars total for her decorations. . . if that much.  To her credit she made those ten dollars go a long way and I am sure she did it on her own dime since it is doubtful her corporate owners would approve such “expenses”.

After making our way through the Orlando spring break traffic we finally pulled in to the Buena Vista Suites.  I jumped out and started going through my pockets in search of the amount that I owed Angie.  As I was paying her I gave her the standard tip and then I added ten dollars.  She thought I had made a mistake and tried to hand me back a few dollars.  Pushing the money back I told her that our company works hard at providing some of the best customer service in our business and that I appreciated her effort so much I wanted to reward her in a small way.  Judging by her reaction I think that small token of appreciation shown her made Angie’s day.  I know her attitude and personality helped to make my day better.

The lesson here is that whether you know it or not your customers are aware of both the level of service you are providing them and the effort you put into your job on a daily basis.  Oh yeah, on top of that. . . good customer service is often rewarded. . . in a variety of ways.—- Luke

“When the customer comes first, the customer will last.”  Robert Half

One of the topics at the managers meeting a few weeks ago was the importance of submitting accurate weekly reports and check ups in a timely manner.  I am pleased to report we have seen a great improvement in this area.  We appreciate each of you paying attention to this important aspect of your work.

The more obligations that we accept that are self-imposed, the freer we are.

– John C Schroeder

Every one has a fair turn to be as great as he pleases.

–Jeremy Collier

Without labor nothing prospers.

-Sophocles

I hope everyone has a great weekend….Louis

It was while watching a few of the “Impossible” and “Rescue” reality shows over the last week that I decided on the topic for today’s blog post. . . Change.

As I have noted previously, my favorite TV shows these last couple of years have been reality shows where industry experts swoop in with limited time to save dying businesses.  “Restaurant Impossible, Hotel Impossible, Bar Rescue and most recently Car Lot Rescue are on the top of my Tivo list.  Whether it be a local honky tonk bar, a bed and breakfast or a buy here pay here car lot, it seems that 100% of the failing businesses featured on these shows share one common trait — the fear of change.

Most of the owners of the featured businesses contact the show related to their given industry asking for help.  However, I would say that over 90% of the time, once the expert arrives on location with his advice and help, the business owner is less than receptive to say the least.  “That is the way we have always done it” or “Our customers don’t like change” are phrases commonly heard from the failing business owners.

While watching one of these shows just last night I thought that a few quotes about the importance and benefits of change would help serve as a reminder to everyone at MEI to always be on the lookout for areas we can improve on.  Or in other words, areas that need change. — Luke

“If we don’t change, we don’t grow.  If we don’t grow, we aren’t really living.”  Gail Sheehy

“To improve is to change.  To be perfect is to change often.”  Winston Churchill

“Change before you have to.”  Jack Welch

“Only the wisest and stupidest of men never change.”  Confucius

“Change is inevitable.  Change is constant.”  Benjamin Disraeli

We spend a lot of time as we should discussing the importance of office appearance.  When I walked in Camden Money Matters last Tuesday morning, it looked as if the whole place had been polished and shined multiple times and I thought to myself……. now this is office appearance at its best!  I commented to LaKenya about how great the place looked and she said that a customer had recently iquired of her wanting to know who they had to clean their office!

After working for awhile, I noticed that Lakisha had disappeared.  I looked around to see where she went but then heard the sound of a spray bottle and paper towel from outside and knew I had found her.   Later on, while Lakenya was gone to lunch,   Lakisha was trying to find some paperwork and noted to the customer that Lakenya had probably  moved it when she was cleaning the office.  The customer said “she’s cleaning every time I come in here!”

Of course, every minute of every day can’t be spent cleaning an office but I couldn’t help but notice as I would suspect that there is certainly a connection.  Their audit was almost perfect so they are just as concerned about doing their job as they are keeping their office looking its best.  I thought that was definitely something to blog about – keep up the good work Lakisha and Lakenya!!

Melissa and Daniel at Simple Pawn have had two great months.  Their numbers, in almost all categories, have surpassed previous all time highs.  Their success can be contributed to great customer service, training, and hard work.  We appreciate their hard work and dedication to grow their business.

I hope everyone has a great weekend…Louis

I am attending the graduation of our first Managing for Excellence class today.  Many of you have completed our leadership training with Rubye Del Hardin.  Mrs. Rubye Del has developed a new program for this class that consist of only managers.  I have visited with  the class a couple of times throughout their six week progam and I am looking forward today to seeing everything come together at the graduation today.

I hope everyone has a great day….Louis

In the Buy Here Pay Here car business tax season would be comparable to what the few weeks between Thanksgiving and Christmas are to the retail industry.  To give you a visual just picture Black Friday at the mall and think of the same on a slightly smaller scale at the car lot.  This tax season is shaping up to be a great one for Approved Auto Sales as people throughout the area are using a small portion of their tax refund checks to purchase transportation for their family.  It is the busiest time of the year in the used car business. . . and it is also a lot of work.

As we buy vehicles for our Approved car lots all units are delivered to our shop located here in Fulton.  The guys at the shop work through a check sheet of several points to check on each and every vehicle.  The guys are dedicated to finding and correcting all minor problems with any vehicle before it is moved on to a car lot.  In the pre-owned car business this process is termed “reconditioning”.  In preparation  for tax season our buyers bought scores of vehicles in a short period of time, all of these being delivered to the shop waiting for reconditioning.

The guys at the shop had been doing a great job keeping up with the influx of cars and were meeting their goals on a weekly basis for units completed. However, sales spiked a little sooner than had been expected.  Add on top of that the fact that we had two Fulton Auto Auction dates within a three week period and one can see how things would get backed up at the shop.  Again, the staff was doing a great job and meeting goals. . . we were just limited by time.  Knowing that we were limited on time and not effort, the guys at the shop stepped up and offered to work late each day and on weekends until we get caught up.  When I hear the business catchphrase “Above and Beyond” I think of efforts similar to our shop employees.

I take my hat off today to the staff at our shop.  It has been a hectic past few weeks but they have remained positive and are doing whatever it takes to get the job done.  Thanks guys for all you do! ~ Luke

“My grandfather once told me that there were two kinds of people: those who do the work and those who take the credit. He told me to try to be in the first group; there was much less competition. “  Gandhi 

A lot of time is spent in our leadership classes discussing how we define leadership and what characteristics make a great leader.  I recently read a blog that I thought brought out some really good points on the things a great leader should possess.  Here is a summary of what the blog discussed:

1. The Leader’s Greatest Victory — Victory over Self.

Followers tend to think of themselves first, leaders have learned to put others ahead of themselves.

2. The Leader’s Greatest Asset — Confidence.

Confidence in oneself is the cornerstone of successful leadership. Only those who believe in themselves have enough optimism to see the best in those around them. Self-confidence breeds confidence in others.

3. The Leader’s Greatest Weight — Final Responsibility.

A leader bears full responsibility for whatever happens. He or she does not place blame on  advisors or any other contributing factor. It is his or her responsibility and his or hers alone.

4. The Leader’s Greatest Discipline —Taking Time to Think.

One of the reasons people do not grow as leaders is that they try to change their results without changing their thinking. Our lives today are a result of our thinking yesterday, and our lives tomorrow will be determined by what we think today. If we desire to rise above our circumstances and to move up to another level in our careers, then we need to improve our thinking.

5. The Leader’s Greatest Handicap — Pride.

. Always wanting the credit for success, prideful leaders push others aside to seize the spotlight. As a result, they alienate their best people, who end up looking for another team on which their hard work will not be taken for granted.

6. The Leader’s Greatest Opportunity — Today.

We have a tough time forgetting opportunities that have slipped through our fingers. We continually bring up what might have been or what should have been as if by replaying it enough we could somehow change the outcome. However, the more we relive the past, the further we drift from today’s opportunities.

7. The Leader’s Greatest Loss — Hope.

One of the most powerful, energizing words in the English language is “hope.” Hope is a power that keeps us going in the toughest times of life. It takes obstacles and transforms them into possibilities.

8. The Leader’s Greatest Mistake — Putting Self before Others.

Habitual self-absorption is a surefire recipe for ineffectiveness as a leader. Success is determined by the seeds we sow, not by the harvest we reap.

9. The Leader’s Greatest Prayer — Wisdom.

As a leader, you will be put in situations in which you have no prior experience. You will be forced to make key decisions, under conditions of extreme uncertainty, which affect the livelihood and wellbeing of others. In these moments, you will be far better suited to lead if you have made a habit of pursuing knowledge. Lifelong learners have an edge over the competition, for they’re constantly acquiring new skills and insights that others lack the energy and discipline to obtain.

10. The Leader’s Greatest Joy — Adding Value to Others.

Many people consider the greatest good of leadership to be the accomplishment of audacious vision: building a business, winning a championship, etc. While there’s certainly nothing wrong with achieving one’s career goals, the richest, most rewarding aspect of leadership always involves relationships. Trophies eventually collect dust and sooner or later we must vacate positions of influence. What truly lasts is the legacy we etch into the lives around us. What brings the greatest joy and satisfaction is enriching the lives of those we love by adding value to them.

I’m looking forward to seeing everyone in a couple of hours at the managers meeting.  We have a full agenda planned and I think it could be our most productive meeting ever!

Opportunity is rare, and a wise man will never let it go by him.

-Bayard Taylor

I hope everyone has safe travels and a great day…Louis

I am looking forward to this year’s first Money Matters Management Meeting to take place this coming Wednesday at the BancorpSouth Conference Center. I just wanted to clarify the location for those attending because it can be confusing.   The past few meetings have been held at the BancorpSouth Arena or what is considered the coliseum building.  This meeting will be in the Conference Center which is the building attached to the Hilton Garden Inn.

I have never been a fan of holding meetings for no particular reason or when nothing of importance was to be covered.  Unproductive meetings are a drain on employees’ time and a big morale killer.  For this reason we strive to make our management meetings upbeat, informative and maybe a little entertaining as well.  The management team has been working on the agenda for Wednesday and I feel as thought his meeting will be one of the better ones we have put together in awhile.

Again, I look forward to seeing everyone Wednesday.  Please come ready to participate in order to make the meeting as productive as possible. ~~ Luke

“There are no secrets to success.  It is the result of the preparation, hard work, and learning from failure.”  Colin Powell