Questions?
01/15/2013
As I sit in my little office pondering the state of our business, I cannot help but ask myself a few questions?
Number 1
Where has all the loyalty and respect gone in our business?
Is it greed? Lack of talent? Lack of respect? Lack of knowledge? Lack of tradition?
What has happened to all the old school guys who taught us all how to be successful in our industry?
Yes, social media and the internet have changed our industry, for the better I believe. But this is still a people business! People run this business, not the internet, car fax commercials, Facebook, YouTube etc. Why do all the new and improved systems specialist’s etc. keep pushing to take the human element out of our business? Is it fear of being wrong? Does the new generation not understand the sales process? Some things never change, even as we try to change them. People will buy from you if they like, and they feel you are sincerely trying to help them! Hell Kirby vacuum cleaners had their best year ever last year! So why do we insist on complicating a simple business?
Follow the road to the sale, make a friend, be sincere, be informed, tailor the deal to meet the customer’s needs and wants, and wow you sold a car! No flim flam, no lying, no cheating, no stealing, and no bull**** hype! Listen to your customers, show them value, and DO NOT BE ASHAMED TO MAKE PROFIT!
Customers can say what they want, but they all like to horse-trade! Don’t believe me? Ask any Saturn dealer in the country! Oh wait, they went bankrupt! Customers expect to negotiate when purchasing a vehicle, so give them what they want. Just don’t be ignorant about it.
As for loyalty, well I blame the dealers! How many managers or salespeople do we know who have won trips etc., and low and behold Mr. Dealer and his wife go! The factories need to put a stop to this crap! If it is for managers or salespeople, then dealers need to be told NO!
As for respect, well remember every time a car is sold how many jobs are created or people kept employed? The number is endless! Hold your head High; be proud of what you do. Do not look down when someone asks you where you work or what you do for a living! If not, go find another job! For most of us this is a career, not a job. I think that is part of the problem. Most of the new people coming in think of this as a job, while they are looking for their career!
One change I believe we need to make is in our recruiting process! Do not promise or imply the ole 100k first year pay plan. Be truthful and realistic, with the new hires. Maybe just maybe we can keep the talented few long enough to have real car people in control of this industries future.
In closing,
My thought for the week is for dealers and managers of all types:
Please lord, give me all your misfits, the misunderstood, the castaways and the downtrodden! For I will put them all under one roof and make them all a team of superstars! Every person has a talent, and a drive, someone just has to push the right buttons! If you don't take the time to know and understand your people, then you are losing good people!
Replies to This Discussion
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Permalink Reply by Matt Page on
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There are 4 main solutions if people realize it to focus on to solve most of the problems:
1. Slow down to speed up! We have the customer right there, but take as much time as you feel necessary. It's mostly first come, first serve, don't worry if there are more customers waiting, that's not an excuse to drop one for another and beyond your control. If we take the time to be with them for tender, loving, care, then they are less likely to buy somewhere else. If told the less you say, the more money you make, they are wrong. I would not want to buy from that person.
2. GMs, GSMs, and closers give too much conflicting information. Why isn't there a dealership goal and process? Be more specific throughout the process, but not too strict on form. One supervisor said hurry up, another one said customer is the number one liar, and another said the traditional, just sell a car, but not enough direction. If it really were that easy we would be doing it. We need solutions, not the yelling. It only makes the problem worse!
3. Emphasize parts or get rid of the department! Don't act like the parts department is there for the sake of being there. When a customer they said they wanted a ski package, it was not sold by me, just basic listening and we passed up. They cared about the deal too much to fear losing it. I was discouraged from offering it in finance.
4. Nothing beats seeing or driving a car in person, regardless of research! Treat it as such.
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Permalink Reply by Bill Alberts on
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Although an interesting post Tim, I think you are painting with a brush that is a little to broad. I have had the fortune to meet some incredibly gifted, generous and thankful dealers. I have in turn met dealers who have a real nasty and negative demeanor toward their staff and a completely different personality when speaking with a customer. Presently I am doing a job for a dealer and I have stumbled across the fact that he is intentionally shorting the commissions on a regular basis. My point is there are good and bad. I am so proud to be a part of this industry. No industry has worked harder to improve their image than that of the car industry. For 30+ years I have been a part of a vibrant, exciting and personally enriching industry. Negative is not my way of describing what we do, my glass is more than half full....
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Permalink Reply by Bobby Compton on
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Love it my friend,- raise the bar and create a performance environment takes all of this!~
EXCELLENT SHARE................
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