Showroom Behavior
What has to done to clean up the bad language in showrooms today.
Why have some Dealerships become the mens's Locker room. This
kind showroom behavior makes it very hard to attract and keep good people.
Also have we lost any customers due to what they heard.
Replies to This Discussion
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Permalink Reply by Craig Lockerd on -
Great topic Joe and one that you well know is one of my pet peaves.That behavior that takes place on showrooms at far to many dealerships is the main reason I have all our trainers hold intervies in a closed office so the potential salesperson isn't subject to the language and overall "locker room" atmosphere.
I think that this situation must come from Above...and take that however you want....lol...The Dealer/GM must insist that his or showroom is professional at all times and inspect what he or she expects . -
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Permalink Reply by Rafael Pabon on
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I agree with Craig that the expectation has to be set, not only by decree but by example. Do as I say, not as I do will not cut it. Everyone in the business knows that you spend long hours together, and sometimes that familiarity will result in a too relaxed and informal atmosphere. This, coupled with a GM who lives in an ivory tower can lead to an abundance of foul language, rather than the occasional bit during a "bull" session with the point herd.
If the GM sets the expectation with his management staff, leads by example, and makes regular visits among the team, it goes a long way towards modifying that behavior. Nothing worse than having the GM standing behind you as you are in the middle of the sales floor swearing like a sailor. -
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Permalink Reply by Craig Lockerd on
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Seems pretty simple the way you state it Dan.I think at times a Dealer that knows he or she has this situation and culture may turn their heads a bit due to their management teams high volume and or gross profit
Dan Creamer said:If everybody is doing what they are supposed to be doing the fly’s don’t have time to gather in the dope ring and entertain each other with foul language and stories about how hard life is. So like so many other things in business it comes down to the quality of the management. Schmucks hire schmucks and professionals hire professionals. Tigers don’t change their stripes and what you were is generally what you are and what you will be.
If you’ve been around very long at all you can drive through a lot and then walk into the showroom through parts and service and within ten minutes tell how a store is doing without even talking to anybody. The signs either way are obvious and impossible to hide. Professionally managed stores have a whole different look and feel than the ones that are slipshod and poorly managed.
So if it’s your store this is happening in and you run it every day take a long hard look in the mirror. If it’s your store and somebody else runs it for you get somebody else. If it’s not your store and you just work there you should probably consider leaving because if they are cussing in front of customers it is symptomatic of even worse problems that are going to affect your ability to make a living. -
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Permalink Reply by Craig Lockerd on
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...Dan I think we worked at the same store.....lol...I can relate thou,ran a huge Chevy store and the used car inventory..175 units got moved 3 times a day after salespeople took a trip to the mens room...wild west is right
Dan Creamer said:Craig I don’t mean to over simplify the situation but I’ll give you a great example. In 1983 I was doing finance in a Nissan store in Virginia. We were doing an honest 450 new and 275 used net of rollbacks. It was a rock and roll Wild West show. Michael Jackson’s album Thriller played continuously on the showroom at a volume level that made talking on the phone almost impossible. You could not go into the rest room without either interrupting a couple of salespeople packing their noses or finding a litter of snow seals on the floor.
The hours were atrocious and you were constantly getting beat-up even if you hit your numbers. The atmosphere to say the least was the worst I’ve ever worked in. Every morning they would gather thirty or forty salespeople at the sales desk and after announcing spiffs have them sing their version of the salesman’s hymn. “Hymn-Hymn F@#* Him. This was done in front of customers and people who complained were invited to leave.
The money was fantastic and a lot of us who otherwise hated the place stayed because of that and put up with working someplace we would not let our wife’s come to because we did not want them subject to the disrespect they would likely encounter. So I understand your comment about volume and gross. Now for the rest of the story as Paul Harvey would say.
Eventually after I left the management team was busted for helping drug dealers avoid reporting cash purchases over the ten thousand dollar threshold. Several of them went to prison. The dealer lost the store and a couple of others in the ensuing mess and destroyed his reputation for a number of years in the process. Did they make a lot of money running that way? Yes. Did they lose a lot of money running that way? Yes.
The best thing to come out of that whole situation was the education I got in the right way to produce volume and gross and to treat people. It was worth every minute I put in that store and could not have been had anywhere else at any cost. That’s why I say it all comes down to the quality of your management.
Craig Lockerd said:
Seems pretty simple the way you state it Dan.I think at times a Dealer that knows he or she has this situation and culture may turn their heads a bit due to their management teams high volume and or gross profit
Dan Creamer said:If everybody is doing what they are supposed to be doing the fly’s don’t have time to gather in the dope ring and entertain each other with foul language and stories about how hard life is. So like so many other things in business it comes down to the quality of the management. Schmucks hire schmucks and professionals hire professionals. Tigers don’t change their stripes and what you were is generally what you are and what you will be.
If you’ve been around very long at all you can drive through a lot and then walk into the showroom through parts and service and within ten minutes tell how a store is doing without even talking to anybody. The signs either way are obvious and impossible to hide. Professionally managed stores have a whole different look and feel than the ones that are slipshod and poorly managed.
So if it’s your store this is happening in and you run it every day take a long hard look in the mirror. If it’s your store and somebody else runs it for you get somebody else. If it’s not your store and you just work there you should probably consider leaving because if they are cussing in front of customers it is symptomatic of even worse problems that are going to affect your ability to make a living. -
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Permalink Reply by MANNY LUNA on
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Wow! anybody remember smoking in the offices with customers, its so hard to hold back sometime's when your on a roll and feeling untouchable and add on the adrenaline thats has you in a selling zone!
But your right! No High Fives! No talking about a 10,000.00 deals, etc............... -
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Permalink Reply by Christine Nolden on
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Thank you. This is so true. The loud side conversations of the staff ( all including Sales Managers neverless about customers..) is just bad business.It has always bothered me and YES customers hear it.I agree just had another situation yesterday, I took my customers in a seperate Office to avoid them listening to the " locker room" conversations. I have a seperate Office that is set up so I can move, this is how bad it is sometimes.This happens as soon as the GM walkes out the door...they huddle and gossip very loud and rude.
I do not understand as I have no time for this kind of activity there is always something to work on. -
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Permalink Reply by Bobby Compton on
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No High Fives... I second that motion!!!
MANNY LUNA said:Wow! anybody remember smoking in the offices with customers, its so hard to hold back sometime's when your on a roll and feeling untouchable and add on the adrenaline thats has you in a selling zone!
But your right! No High Fives! No talking about a 10,000.00 deals, etc............... -
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You're right on target with this Dan. The environment and stage is set by the management! What ever is acceptable will be the standard...
Great way to speak the truth...
Dan Creamer said:If everybody is doing what they are supposed to be doing the fly’s don’t have time to gather in the dope ring and entertain each other with foul language and stories about how hard life is. So like so many other things in business it comes down to the quality of the management. Schmucks hire schmucks and professionals hire professionals. Tigers don’t change their stripes and what you were is generally what you are and what you will be.
If you’ve been around very long at all you can drive through a lot and then walk into the showroom through parts and service and within ten minutes tell how a store is doing without even talking to anybody. The signs either way are obvious and impossible to hide. Professionally managed stores have a whole different look and feel than the ones that are slipshod and poorly managed.
So if it’s your store this is happening in and you run it every day take a long hard look in the mirror. If it’s your store and somebody else runs it for you get somebody else. If it’s not your store and you just work there you should probably consider leaving because if they are cussing in front of customers it is symptomatic of even worse problems that are going to affect your ability to make a living. -
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Abslolutely Perfect...
Craig Lockerd said:Great topic Joe and one that you well know is one of my pet peaves.That behavior that takes place on showrooms at far to many dealerships is the main reason I have all our trainers hold intervies in a closed office so the potential salesperson isn't subject to the language and overall "locker room" atmosphere.
I think that this situation must come from Above...and take that however you want....lol...The Dealer/GM must insist that his or showroom is professional at all times and inspect what he or she expects . -
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Permalink Reply by Rick Bryant on
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I certainly agree with your opinion Joe, As a professional salesperson I should not have to be subjected to the bad laungage. We all know that the only way this will stop will come either from the dealer or for.ced on the dealer by his customers, or lack of them
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Permalink Reply by Jim Radogna on
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Great topic Joe and great responses. Dealers should also be aware of the potential legal liability for allowing this type of behavior nowadays. Check out this article entitled "Beware the high price of foul language: Expensive trials before unsympathetic judges":
http://www.businessmanagementdaily.com/articles/21832/1/Beware-the-...
It should come as no surprise that car dealers are a big target for harassment claims. The Equal Employment Opportunity Commission (EEOC) Acting Chairman Stuart J. Ishimaru said in a statement that "sexual harassment and sex discrimination against women in traditionally male-dominated industries, such as the auto industry, are still unfortunate realities." The EEOC has brought many successful six and seven figure harassment lawsuits against dealers.
Dan hit the nail on the head with his comment "Did they make a lot of money running that way? Yes. Did they lose a lot of money running that way? Yes". -
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Permalink Reply by David L Hoier on
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The thing that is often missing is Professionalism. We tell our students that in order to succeed in this industry you must make the commitment to be a professional, like a doctor, a lawyer or an accountant. Then we send them down to the sales floor where the language and antics are more reminiscent of a locker room. Is their any wonder why they become disillusioned and question their career decision. Plus if they experience that type of behavior, what's the customer seeing?
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