Introducing Craig Redford

I have known Craig for 13-14 years since my company in the UK partnered with Martec. He has a tremendous approach to customer service and maximizing potential which is why I know he will add value to you today. While Craig focuses on Businesses and their employees the methods apply to anyone.

Craig explains how he started in the automotive industry 25+ years ago and secured a position as a trainee sales advisor at a car dealership - exactly the same as I did in 1989! After a few years selling Craig moved into a Senior Sales position, Sales Manager, and ultimately General Manager of a site before moving to take a position at Martec services. 13 years later Craig is now a Director and Shareholder of Martec.

Chris: What is the purpose of Martec?

Craig: To help people improve by improving behaviors and skills that will produce the results. This can be in engaging group sessions or on a 1:1 basis. Training is one side of the business in all areas: Sales, Service and Parts. The other side is analytical solutions where we analyze phone calls to understand the communication style, listening style, and the behaviors of the people within the business. 

It is all about helping people improve!

Martec uses the science of NLP in their training and also work closely on visual and kin-esthetic  learning styles. Using positive language and tonality to understand how people think and the language they use to help them connect better.

n.b. Chris offers DISC so if you are interested in learning more visit his website to see the different assessments!

Conscious awareness of what you are saying and how your customer is receiving the message is key in becoming a better communicator. Active listening is a skill. Many people listen to respond but the skill is in listening to understand BEFORE you formulate your response. Pay attention to the words, nuances, and tonality in the conversation and if necessary repeat back what you have heard to confirm understanding.

The "light-bulb" moment comes when someone listens back to their conversation as they often do not realize what they sound like and how this is interpreted. Awareness is key! These sessions help people to maximize their potential. We all have the potential to improve out performance, no matter what level we are at. As our level of awareness increases, so does our potential to increase our potential.

Leaders are not born leaders, this is a learned skill. - Chris J. Baker

Chris: What 3 pieces of advice would you recommend for a business looking to improve their performance?

Craig: 

1: Does the business really understand how they are dealing with their customers? If they don't it is difficult to improve. Drill down to understand how effective their people are in dealing with inquiries.

2: Have they got the right people in place? 

3: Have an awareness of the behaviors and habits of your people. Only 7% of communication is from the words we use!

It is all about the people!

We want to get results and results come from actions and actions come from the behaviors so work on the behaviors!

Everyone needs to believe in the process and it starts with the leadership buying into the concept. 

You can contact Craig on LinkedIn or email [email protected]. Alternatively visit Martec's website: www.martec.co.uk.

Martec Europe is the leading provider in training and software solutions for the automotive industry, providing a wide range of services to dealers, dealer groups and OEMs. With more than 27 years’ experience, Martec Europe is aimed at helping and developing exceptional people to deliver the very best customer service.

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