When I first started in the Automotive Industry in the 1990’s (I will not tell you how early so I don’t embarrass myself, but let’s just say it was early), I remember sitting in sales meetings and having the GM ask us over and over again “Why are they (customers) calling the dealership?” We (the sales team) would all shout out like some scene from George Orwell’s “1984” in…

It happens every day. You sit in your morning meetings and you review the daily log from the day before and you ask each salesperson, “What is going on with Mr. & Mrs. Smith?” And then it happens, the salesperson goes blank and gets that “deer in the headlights” look. You wait….. and nothing. Across the table there is always “the guy.” You know, the salesperson who…