LAAAER Leadership Framework, Chapter 3: Align

With the principles of Listening and Acknowledging setting the groundwork for meaningful interactions, we move to the third crucial step in the LAAAER framework: Align. This chapter explores how aligning our actions and solutions with the needs and concerns of our customers and team members creates a synergy that drives success in car dealerships.

The Essence of Alignment

Alignment is the process of adjusting our approach, offers, and communication to match the needs, desires, and expectations that we’ve listened to and acknowledged. It’s about finding the common ground where the dealership’s goals and the customer’s or team member’s needs meet.

Continuing the Story: Aligning with Elena

After acknowledging Elena’s desire for a vehicle that offers peace during her commute, Mike begins to align his sales approach with her expressed needs. He carefully selects features of the sedan that resonate most with what Elena is looking for—a quiet cabin, superior comfort, and advanced safety features. Mike aligns the car’s offerings with Elena’s desires, demonstrating how the sedan is not just a car, but a solution to her needs.

Aligning Solutions with Customer Needs

Alignment requires a deep understanding of the product or service you’re offering and the creativity to tailor your approach to individual customer scenarios. It’s not about changing what you offer but highlighting how it meets the customer’s needs. Mike, by aligning the sedan’s features with Elena’s needs, not only moves closer to a sale but also enhances Elena’s trust and satisfaction with her decision.

Alignment Within the Team

Alignment isn’t only external; it’s equally critical within the dealership team. When Carla suggested a new workflow to reduce repair times, Mike not only acknowledged her initiative but also began aligning her idea with the dealership’s efficiency goals. This internal alignment fosters a culture of innovation, where team members feel their contributions directly support the dealership’s success.

Strategies for Effective Alignment

  1. Show Understanding: Start by summarizing the needs and concerns you’ve listened to and acknowledged, showing you understand the customer’s or team member’s perspective.
  2. Highlight Solutions: Clearly articulate how your products, services, or ideas align with what the customer or team member has expressed, focusing on benefits that matter most to them.
  3. Seek Feedback: After presenting your aligned solution, ask for feedback to ensure mutual understanding and agreement. This step reinforces the alignment and allows for any necessary adjustments.
  4. Emphasize Value: Ensure that the alignment not only meets needs but also delivers unexpected value, enhancing satisfaction and loyalty.


Alignment is the critical junction where understanding transforms into action. It’s where the dealership’s capabilities meet the customer’s needs in a harmonious exchange that benefits all parties. For Mike and Elena, alignment not only paved the way for a sale but also established a relationship based on trust and mutual respect.

As we progress through the LAAAER framework, the next chapters will build on this foundation of Listen, Acknowledge, and Align, exploring how to deepen engagement with thoughtful questions, exploration, and responsive action.