To the pompous @ss who insulted me!
I’ve started a new thread in regards to your comments since I am not going to allow you to hijack a thread where I am trying to make a difference.
Personally, I think you need a lesson in blogging etiquette. I took the time to read all the postings from your short existence here on Dealer Elite and I found most of your material to be self promotional or insulting to other people who work in our industry. You often use the term “Moronic” and “Neanderthal” when referring to people who work in our business. Do you actually think that by insulting potential clients you'll earn their business?
You are quick to criticize others, but do not take the time to offer how you would accomplish whatever it is you teach. While you may not agree with what I teach, that does not give you the right to come on here and insult me? You might as well have just walked in to one of my on-site training sessions and proclaimed me a charlatan, because that’s basically what you just did in my phone training thread. Did you used to get beat up a lot as a kid in school and now you find satisfaction in using a keyboard to insult others? You’ve picked a fight with the wrong person amigo.
The materials I teach are proven to work and I have quite a few satisfied customers who can back that up. Many well know trainers in the business teach techniques very similar to the ones I teach. So not only are you insulting me, but you’re also insulting countless others. If something has been around for 30 years, it’s probably because it works.
I have personally taken countless phone-ups as well as listened to thousands upon thousands of phone-ups through many of the call tracking services used by automotive dealerships. My team and I listen to and coach roughly 400 to 600 phone-ups per month. I have been teaching this material for the better part of the last ten years. Before that I was a very successful salesperson and manager working in a dealership, so I think I know a thing or two about how to handle a phone-up. Not only do I truly believe in what I teach, but I’ll also get on the phone while in a dealership and schedule appointment after appointment.
Since you’re a self proclaimed expert on how to handle customers, one would think you would know better than to come on here and make derogatory remarks about another trainer. Do you teach your students to bash the competition?
Now on to your lesson in blogging etiquette:
- Do not insult others unless you’ve first been provoked by a complete idiot.
- Instead of saying, “I am the best trainer and my crap is the best.” Show us through
examples such as the demonstration I am doing with my “Do you have what it
takes to be a phone Ninja?” thread. I challenge you to start a thread such as: “Steve’s way to handle a phone-up” and show us how you would do it. Let the community decide who has the better techniques. - Never write anything that you would not want the whole world to see. Personally I’d be embarrassed by some of the material you’ve written. If I had written the stuff you have posted, I’d be begging the Dealer Elite folks to delete my material. When the heat was off, I’d crawl back in and observe and only post when I had something positive to say. Of course that’s after I publicly apologized to the community for being a pompous @ss.
There’s enough business out there to support hundreds of trainers. We don’t need to be on here bashing one another in an attempt to earn business. I truly do not like writing this type of message, but you left me no choice when you made derogatory remarks about me and my business. And for the record, my business employs five very professional and intelligent women who coach salespeople on how to appoint more phone-ups, and my clients love what they do.
So I encourage you to think twice before hitting the submit button next time you feel the need say something negative.
Jerry Thibeau
Proud Phone Trainer & Business Owner
Replies to This Discussion
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Permalink Reply by Steve Richards on -
Jerry, you've fallen victim to the Fallacies of Overconfidence and Conviction! It's easy to do in this business.
I'm too am surprised this vitriolic discussion has been resurrected. Now that it has, some frame of reference is necessary. This discussion, initiated by you Jerry, was in response to comments I made regarding the review/critique of a sales person’s phone call you had invited the world to listen to. I listened, then gave you my opinion which included thanking you for the opportunity and suggesting you were a “fine and well-intentioned fellow.” My comments, which can be read in full on Jerry’s original thread, upset you.
I merely pointed out that the online critique he you posted instructed the sales person to lie, block or evade the customer’s questions, and otherwise deny the caller exactly the information they were seeking. I suggested that today’s internet savvy and informed customers may not exactly beat a path to a dealers door after having an information seeking phone call handled in such a manner. I further pointed out that the strategies you're using are about as old as the telephone itself.
Alas, you took great offense and promptly posted this “@the Pompous Ass” discussion. At the time, I didn’t know your age. Recently I responded to a discussion, “Rookie sells 31 cars his first month in the business." There you labeled me a "fool and a smart ass", though my response was on the money, according to the author of the question.
I regret this discussion ever having been started much less resurrected and I hold myself completely responsible for engaging a teenager in an adult discussion. And therein lies the reason I didn't respond to your "rebuttal".
Jerry Thibeau said:I thought this thread was destined for the shelves when Steve never replied to my rebuttal. That normally happens when one has been defeated.
I am not one to be negative or confrontational, but when verbally attacked or provoked, I'll stand up for what I believe in each and every time.
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Permalink Reply by Jerry Thibeau on
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Steve,
I've followed your discussions very closely and I have come to the conclusion that you are incapable of offering any solid training advice, but you'll quickly point out what you perceive as flaws in another trainers approach. You're a man of mystery as to what you teach. Your M.O. is to use words like "Neanderthal" and statements such as, "We believe the so-called "Industry training experts" do the industry more damage than good." It's statements like that that piss me off and make me want to unmask you for the wannabe trainer you would like to be. One only needs to look at your website to see what a joke you are.
I am calling you out as a self promoting bag of wind with no substance. Why not provide people with some substance and real life examples rather than just making accusations and claims.
You can skirt the issue all you want, but the fact remains that you came into my training thread and accused me of teaching material that doesn't work. Well I have news for you, my material does work and I have a long list of happy clients that are selling more vehicles as a result of the services I have provided.
Steve Richards said:
“fine and well-intentioned fellow.” It's what you said after this statement, that's where my issue lies.
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Permalink Reply by Stan Sher on
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Can't we all just get along? Maybe get together and sing Kumbaya? LOL
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Permalink Reply by Adeana Brock on
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Being somewhat new to dE I was snooping around, learning what I can from people who have been around this business a lot longer than I have. So far, this has been my favorite discussion. I am very very familiar with Phone Ninjas and put a lot of your techniques in practice every day. I absolutely understand where Steve is coming from though. A personal attack is never warranted in my opinion, but I'm also of the conclusion that if you don't like the same way things are being done....change it. If one thinks that they have a better method, try it, tweak it, test it, and make it work. Though the Phone Ninja process is the foundation of what I do everyday, I've changed it a bit and made it my own. I've found a solid mix of the methodology that Steve seemed to hint about and the methodology that Jerry teaches every day is really effective. I am the queen of "polite and respectful" (this is the South!) and I have customer after customer say that they love my approach versus the "other kind" of sales people. THE POINT: You can be polite, respectful, truthful, and give out information and STILL get the appointment. You can be valuable to the customer and the dealership. The goal should be to overcome the reputation but keep the lights on....it's possible.
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Permalink Reply by NANCY SIMMONS on
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I like what Adeana said! My training began in 1978 as well Steve Richards.... I am 100% against lying on the phone! When salespeople are trained to lie, they have been given the empowerment to lie about anything and everything...It is their process, which becomes habit, which then becomes culture. I caught a salesperson not too long ago telling the customer their car was not ready for delivery yet because it was in the shop being checked over one last time... Untrue! The car was at the gas station getting a full tank of gas for delivery (pre-owned). I asked the SP, why did you lie? The SP said because I wanted to surprise the customer with the full tank of gas!!! The customer now had reservations about the mechanical state of the car. The SP lied because he forgot how to tell the truth!
I love the country band, "The Band Perry" but they have a song "Lie" and the lyrics kill me... "You lie like the man who sold me that Ford!"... That is the perception people...Does the consumer have a right to perceive people in the industry are liars???
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For the record, I don't teach people to lie on the telephone. If anyone would like to debate me on this, I am open for a discussion.
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NANCY SIMMONS said:I like what Adeana said! My training began in 1978 as well Steve Richards.... I am 100% against lying on the phone! When salespeople are trained to lie, they have been given the empowerment to lie about anything and everything...It is their process, which becomes habit, which then becomes culture. I caught a salesperson not too long ago telling the customer their car was not ready for delivery yet because it was in the shop being checked over one last time... Untrue! The car was at the gas station getting a full tank of gas for delivery (pre-owned). I asked the SP, why did you lie? The SP said because I wanted to surprise the customer with the full tank of gas!!! The customer now had reservations about the mechanical state of the car. The SP lied because he forgot how to tell the truth!
I love the country band, "The Band Perry" but they have a song "Lie" and the lyrics kill me... "You lie like the man who sold me that Ford!"... That is the perception people...Does the consumer have a right to perceive people in the industry are liars???
Nancy, I love that song too! You forgot the part about his slicked back hair, though. LOL!
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hahah! You are rigth Adeana!!!! I love the song and hate the perception of the auto industry...some people still feed that perception...while others are plying their trade with integrity and true business ethics... We take 3 steps forward and then two giant steps backwards... It's a tough gig!
Adeana Brock said:
NANCY SIMMONS said:I like what Adeana said! My training began in 1978 as well Steve Richards.... I am 100% against lying on the phone! When salespeople are trained to lie, they have been given the empowerment to lie about anything and everything...It is their process, which becomes habit, which then becomes culture. I caught a salesperson not too long ago telling the customer their car was not ready for delivery yet because it was in the shop being checked over one last time... Untrue! The car was at the gas station getting a full tank of gas for delivery (pre-owned). I asked the SP, why did you lie? The SP said because I wanted to surprise the customer with the full tank of gas!!! The customer now had reservations about the mechanical state of the car. The SP lied because he forgot how to tell the truth!
I love the country band, "The Band Perry" but they have a song "Lie" and the lyrics kill me... "You lie like the man who sold me that Ford!"... That is the perception people...Does the consumer have a right to perceive people in the industry are liars???
Nancy, I love that song too! You forgot the part about his slicked back hair, though. LOL!
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Jerry, just so you know, my comment was by no means directed by you. My comments were completely general about how lying is still not only condoned but taught, and many times enforced by management!
I hate being lied to and so do our customers! It is a consumer-driven market these day...and they are in the driver's seat, belted in, foot on the accelerator, and will drive right over those who do not adapt to their demands!
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