Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Bryan Armstrong

Bryan Armstrong e-Commerce Director

Exclusive Blog Posts

6 more reasons why we MUST move Techs to $40 to $50 an hour soon

6 more reasons why we MUST move Techs to $40 to $50 an hour soon

If you have followed my published articles in the past about retaining Techs (based on being a former dealership Fixed Ops Manager and my 17 years of r…

Auto/Mate Names Patrick Reilly as New Head of Marketing

Auto/Mate Names Patrick Reilly as New Head of Marketing

ALBANY, NY, UNITED STATES, December 5, 2016 /EINPresswire.com/ -- Auto/Mate Dealership Systems announced today that Patrick Reilly has joined its team …

Anyone can be a Bi-Lingual Salesman now

Anyone can be a Bi-Lingual Salesman now

I came across an article today on a piece of new technology developed by Waverly Labs.  It is an earpiece that translates between languages.  My …

Tips For Your Car Dealership Website

Tips For Your Car Dealership Website

The days of only advertising in the phone book for your car dealership are over. Having an online presence is now more important than ever before. The firs…

4 Million Views In One Week - Here's How We Did It

4 Million Views In One Week - Here's How We Did It

Thanksgiving Eve.  Turkeys were being prepared to go in ovens.  Drinks were being poured.  And we were preparing to launch a video that we k…

A Title is not enTITLEment

A while ago I was privileged to be involved in a podcast Larry Bruce  had organized. On the call were some of what I consider to be the best of the best in our industry. (I was there to observe and learn.) During the conversation Larry said something to me that resonated, “I’d like to find the person who came up with the term Desk Manager and punch em in the face.” Of course we all laughed, but then a week or so later Jeff Kershner sends me an e-mail of the top posts of 2011 on his site DealerRefresh. By the way my favorite was titled Are Your Employees “Coin-Operated”? And if you haven’t read it yet you should…after this.

The point here is that our industry has become one where in large part a title is just part of an en-TITLE-ment attitude. Once our Title is defined as managing a desk we can easily forget that it’s the Salespeople that keep the need for that desk to exist alive.

 

So if you’re going to ride it, use the position to teach and inspire rather than rule and repress. A few ideas may be:

  1. Have each salesperson bring you one “tough call” to make while they listen and don’t cheat and pull the “manager card”. If you expect them to get the customer back in without numbers and quoting price, show them how to do it.
  2. Role-play each pencil before you send it out. Then have the salesman repeat it back to you until their delivery is smooth. Ask them what they think the customer will say and how they will overcome it. Throwing out a monster pencil with the advice “Just get me back to paper” is the most cowardice of acts.
  3. Review each guest sheet with the salesperson (sold and unsold) after the customer leaves. Tell them what they did well; ask them what they think they could do better. There is no better teaching moment.
  4. Personally go out and thank each customer that you penciled sold or not. Quit hiding behind the “green curtain” pretending all the citizens of OZ can’t see you.

Most of all quit relying on spiffs because you think that will allay your guilt at being unable to Lead and Motivate. After all, the only person who actually could be termed a “Desk Manager” at the Dealership is possibly the receptionist... And if you’d listen she could probably tell you how to better run the Store.

 

Bryan Armstrong

@bryancarguy

Larry Bruce
Thanks for the mention & the props Bryan. We are grateful to have you on The AutoMazing pod cast. I think my actual comment was "I would like to find the guy that came up with the title Desk Manager and drive a railroad spike though his head" just semantics :) In 1983 when I got into the car business I was lucky enough to have a "Sales Manager" not a "Desk Man" who taught me how to prospect, how to follow up, how to meet and greet, how to take a phone call and how to do a walk around. These things would later become the foundation for AIMData, 1SourceCRM, ClickBuyDrive etc. I am so appreciative everyday for the education I received while in retail auto. It made me love the business love my job and I look forward to going to work everyday. It's why I work so hard to give back because this business had given me so much. If your in Retail Auto leadership please listen to this next statement very very closely: "YOU OWE IT TO THE PEOPLE THAT WORK WITH YOU TO EDUCATE THEM ON THEIR CRAFT" If there is an entitlement in our industry it belongs to the sales people, to the service writer and to the office and management personnel. They are "entitled" to a good education on how to best do their job for the enjoyment of the customer and the profitability of the store. Thanks again Bryan honored you quoted me in this great post. Keep up your efforts, you are one of the biggest givers in this industry and someone I am proud to call my friend.
Larry Bruce
Thanks for the mention & the props Bryan. We are grateful to have you on The AutoMazing pod cast. I think my actual comment was "I would like to find the guy that came up with the title Desk Manager and drive a railroad spike though his head" just semantics :) In 1983 when I got into the car business I was lucky enough to have a "Sales Manager" not a "Desk Man" who taught me how to prospect, how to follow up, how to meet and greet, how to take a phone call and how to do a walk around. These things would later become the foundation for AIMData, 1SourceCRM, ClickBuyDrive etc. I am so appreciative everyday for the education I received while in retail auto. It made me love the business love my job and I look forward to going to work everyday. It's why I work so hard to give back because this business had given me so much. If your in Retail Auto leadership please listen to this next statement very very closely: "YOU OWE IT TO THE PEOPLE THAT WORK WITH YOU TO EDUCATE THEM ON THEIR CRAFT" If there is an entitlement in our industry it belongs to the sales people, to the service writer and to the office and management personnel. They are "entitled" to a good education on how to best do their job for the enjoyment of the customer and the profitability of the store. Thanks again Bryan honored you quoted me in this great post. Keep up your efforts, you are one of the biggest givers in this industry and someone I am proud to call my friend.
Bryan Armstrong
Thanks Larry. "If there is an entitlement in our industry it belongs to the sales people, to the service writer and to the office and management personnel. They are "entitled" to a good education on how to best do their job for the enjoyment of the customer and the profitability of the store." I couldn't agree more! Oh, and HAPPY BIRTHDAY!
Nancy Simmons
Fantastic blog Bryan...Keep inspiring me to help others to be better!!! Simple as that!
Nancy Simmons
Hey Birthday Boy... You are so right...Hate that term...Desk Manager...As silly as the famous quotes from "Anchorman"..."I love lamp...I love desk"... No passion, No emotion, No compassion...No Sincere Care and Concern absolutely essential in forming trusted relationships! You are right on! Love your post...and thanks again to Bryan!

 Unlock all of the community & features  Join Now