I’ve written 3 different blogs this week and every time I’ve come to post, something has happened that has made me stop and think that this is the topic I should write on, not just once, but on 3 successive days! So whatever the fates want, they apparently know manipulation.

1. Recently I purchased a new VW Golf T.D.I. I love it. It is a great vehicle and gets far better mileage than the Prius I traded in. This is especially true when you factor in that my wife will actually drive it as opposed to her absolute refusal to even ride in the “grandpa car” (Hey! Gold is a good color!). The point of this is I opened up a letter from the factory that thanked me for my purchase and …you ready?... found included a $5 Starbucks card in appreciation for my taking the time to fill out the survey regarding New Car quality I would soon receive. I got it the next day.
2. I received an e-mail from Cobalt proclaiming all the advancements they’ve made since becoming part of the ADP family and that I may soon receive a commissioned phone survey that would grade them and the results weighed when considering what direction to go next. Sure enough, I received a call and after ascertaining it was indeed the announced survey elected to participate in the 10-15 minute survey. My main reason for doing so was to express overall, if not satisfaction, at least appreciation for what Cobalt has done. (I still don’t believe in OEM mandated providers) I answered satisfied or somewhat satisfied to most questions with only the occasional negative. At the end of the survey I was asked which of Cobalt’s other services I would be interested in if they were to available to me at a special reduced cost for completing their survey.
3. I called Chase bank telephone banking to reset my pin. 58 minutes and 3 operators later I was still unsuccessful and very frustrated. The only reason I stayed on the line that long is I had elected to participate in their customer feedback survey and I was ready to voice my displeasure. The rep insisted she would not hang up unless I did first. Through a glitch caused by one of the two reps I was on the line with hanging up, the survey was triggered. The rep was still on the phone when I pressed 1 as “highly unsatisfied” with the results of my call. She actually screamed “No sir, don’t you know what that will do to my rating?”

In all 3 instances any feeling of gratitude that may have been fostered by the attempt of reaching out for my opinion or solve an issue on my behalf was dashed by the emphasis put on “the survey” and “the upsell.”

The car industry, Dealers, Vendors and OEM’s, are rife with examples of those seeking to look good rather than be good. I know of several Dealers that try to attach all categories of the Manufacturers survey to the salesman’s relationship with the customer and make it part of their pay. Worse yet we all know of instances were there are still a lot of survey’s being diverted or “launched”. I’ve heard of one salesperson that literally has a notebook full of created e-mails he, with the full knowledge and endorsement of the Dealers upper management, sent customers survey’s to. He no longer works for the same Dealer so I have no doubt that those same e-mails will be deployed again.

            The system is broken from both sides: Unrealistic expectations and metrics that a client base, no matter the industry or position, can and will begin to leverage to hold hostage providers. When ”supercalifragilsitic” is the only acceptable response, no opportunity for real improvement will occur.

Oh and please don’t use the “I just want to make sure your satisfied, now what else can I sell you or who can you refer?” line. It just demeans us both.

Bryan Armstrong

@bryancarguy

I’ve written 3 different blogs this week and every time I’ve come to post, something has happened that has made me stop and think that this is the topic I should write on, not just once, but on 3 successive days! So whatever the fates want, they apparently know manipulation.

1. Recently I purchased a new VW Golf T.D.I. I love it. It is a great vehicle and gets far better mileage than the Prius I traded in. This is especially true when you factor in that my wife will actually drive it as opposed to her absolute refusal to even ride in the “grandpa car” (Hey! Gold is a good color!). The point of this is I opened up a letter from the factory that thanked me for my purchase and …you ready?... found included a $5 Starbucks card in appreciation for my taking the time to fill out the survey regarding New Car quality I would soon receive. I got it the next day.
2. I received an e-mail from Cobalt proclaiming all the advancements they’ve made since becoming part of the ADP family and that I may soon receive a commissioned phone survey that would grade them and the results weighed when considering what direction to go next. Sure enough, I received a call and after ascertaining it was indeed the announced survey elected to participate in the 10-15 minute survey. My main reason for doing so was to express overall, if not satisfaction, at least appreciation for what Cobalt has done. (I still don’t believe in OEM mandated providers) I answered satisfied or somewhat satisfied to most questions with only the occasional negative. At the end of the survey I was asked which of Cobalt’s other services I would be interested in if they were to available to me at a special reduced cost for completing their survey.
3. I called Chase bank telephone banking to reset my pin. 58 minutes and 3 operators later I was still unsuccessful and very frustrated. The only reason I stayed on the line that long is I had elected to participate in their customer feedback survey and I was ready to voice my displeasure. The rep insisted she would not hang up unless I did first. Through a glitch caused by one of the two reps I was on the line with hanging up, the survey was triggered. The rep was still on the phone when I pressed 1 as “highly unsatisfied” with the results of my call. She actually screamed “No sir, don’t you know what that will do to my rating?”

In all 3 instances any feeling of gratitude that may have been fostered by the attempt of reaching out for my opinion or solve an issue on my behalf was dashed by the emphasis put on “the survey” and “the upsell.”

The car industry, Dealers, Vendors and OEM’s, are rife with examples of those seeking to look good rather than be good. I know of several Dealers that try to attach all categories of the Manufacturers survey to the salesman’s relationship with the customer and make it part of their pay. Worse yet we all know of instances were there are still a lot of survey’s being diverted or “launched”. I’ve heard of one salesperson that literally has a notebook full of created e-mails he, with the full knowledge and endorsement of the Dealers upper management, sent customers survey’s to. He no longer works for the same Dealer so I have no doubt that those same e-mails will be deployed again.

            The system is broken from both sides: Unrealistic expectations and metrics that a client base, no matter the industry or position, can and will begin to leverage to hold hostage providers. When ”supercalifragilsitic” is the only acceptable response, no opportunity for real improvement will occur.

Oh and please don’t use the “I just want to make sure your satisfied, now what else can I sell you or who can you refer?” line. It just demeans us both.

Bryan Armstrong

@bryancarguy

This may seem a bit odd, but I want to address FEAR. Most of us won’t acknowledge the word or the concept. After all we are in the Auto Industry, we fear nothing, right? HA!

I have seen fear: of the unknown, of changing market conditions, of new advertising methods and of embracing change. G.M.’s and Owners refusing to acknowledge that the consumers are often times more informed than even our sales staff and wallowing toward obscurity hoping things will “come back”. Unfortunately, just enough fresh traffic still comes in and an occasional high-gross deal is used to justify that somehow those antiquated tactics will still work.

“Fear is only as deep as the mind allows.” ~Japanese Proverb~

My wife’s Grandmother has had two dreams as long as I’ve known her:

1. To own a Red Ford Mustang convertible
2. To walk the beach in Hawaii

The only problem is she had a debilitating fear of flying. She started working on it 8 years ago: Watching realistic movies, reading books about how planes work, seeing a Doctor, a short flight or two to Denver to see her Sister… Each step small of its own accord, yet meshed into a plan with a firm goal in mind.

Last week, she sent me this picture of her first Maui Sunset:

“You gain strength, courage, and confidence by every experience in which you really stop to look fear in the face. You must do the thing which you think you cannot do.” ~Eleanor Roosevelt~

We are less than a Month away from some of the largest Automotive Educational events in the Industry. I, like many, will be in Vegas for half of October. I look forward to Presenting two Sessions, Networking and Reviewing so many Vendors in one place at DD11 and the intense, cutting-edge learning opportunity DSES provides.

Luckily, in spite of whatever politics play amongst Conference Hosts, DrivingSales allows a truly open forum which includes not limiting its Dealer Editors from participating in other Events. ( I thank you Jared!)

I will be out of the Store and away from my Family and worried over both the entire time. Is it worth it? Will it pay off? Of course! When you invest in education, you invest in the future. Doesn’t it just make sense to ensure the future your securing is your own? If you don’t face the Fear of the unknown now, it won’t go away it’ll just get bigger as the gap widens and your lack of understanding increases.

“Inaction breeds doubt and fear. Action breeds confidence and courage. If you want to conquer fear, do not sit home and think about it. Go out and get busy.” ~Dale Carnegie~

Watch a webinar, read and ask questions on these Forums, hire a Consultant that you’ve vetted here on the Vendor reviews and conquer that which you don’t understand.

Conquer your Fear. Conquer yourself. Conquer your future.

Bryan Armstrong

bryanthecarguy@gmail.com

@bryancarguy

This may seem a bit odd, but I want to address FEAR. Most of us won’t acknowledge the word or the concept. After all we are in the Auto Industry, we fear nothing, right? HA!

I have seen fear: of the unknown, of changing market conditions, of new advertising methods and of embracing change. G.M.’s and Owners refusing to acknowledge that the consumers are often times more informed than even our sales staff and wallowing toward obscurity hoping things will “come back”. Unfortunately, just enough fresh traffic still comes in and an occasional high-gross deal is used to justify that somehow those antiquated tactics will still work.

“Fear is only as deep as the mind allows.” ~Japanese Proverb~

My wife’s Grandmother has had two dreams as long as I’ve known her:

1. To own a Red Ford Mustang convertible
2. To walk the beach in Hawaii

The only problem is she had a debilitating fear of flying. She started working on it 8 years ago: Watching realistic movies, reading books about how planes work, seeing a Doctor, a short flight or two to Denver to see her Sister… Each step small of its own accord, yet meshed into a plan with a firm goal in mind.

Last week, she sent me this picture of her first Maui Sunset:

“You gain strength, courage, and confidence by every experience in which you really stop to look fear in the face. You must do the thing which you think you cannot do.” ~Eleanor Roosevelt~

We are less than a Month away from some of the largest Automotive Educational events in the Industry. I, like many, will be in Vegas for half of October. I look forward to Presenting two Sessions, Networking and Reviewing so many Vendors in one place at DD11 and the intense, cutting-edge learning opportunity DSES provides.

Luckily, in spite of whatever politics play amongst Conference Hosts, DrivingSales allows a truly open forum which includes not limiting its Dealer Editors from participating in other Events. ( I thank you Jared!)

I will be out of the Store and away from my Family and worried over both the entire time. Is it worth it? Will it pay off? Of course! When you invest in education, you invest in the future. Doesn’t it just make sense to ensure the future your securing is your own? If you don’t face the Fear of the unknown now, it won’t go away it’ll just get bigger as the gap widens and your lack of understanding increases.

“Inaction breeds doubt and fear. Action breeds confidence and courage. If you want to conquer fear, do not sit home and think about it. Go out and get busy.” ~Dale Carnegie~

Watch a webinar, read and ask questions on these Forums, hire a Consultant that you’ve vetted here on the Vendor reviews and conquer that which you don’t understand.

Conquer your Fear. Conquer yourself. Conquer your future.

Bryan Armstrong

bryanthecarguy@gmail.com

@bryancarguy

Every Month it seems that all across the Nation in Dealerships everywhere two things happen nearly simultaneously:

1. Salesmen breathe a collective sigh of relief from the huge end-of-Month push and start trying to calculate their paychecks and bonus amounts.
2. Managers try and keep people focused on getting the new Month started and familiarize everyone with the new advertising and incentives.

In short, there is discordance and a lull in urgency. Since most consumers begin their research Months in advance, those that didn’t take advantage of that “Month End” deal yesterday still need to be followed up with today. “How do I keep my Store oblivious to the Calendar?” becomes the question.

Though we may never totally eliminate this issue, one of the ways to lessen its impact on your Store’s performance is to change your Month end pay dates.

 Almost every Store I’ve ever been in has some type of Team or rotating personnel schedule and a Monthly Bonus or spiff program tied to performance. By simply having one Team’s bonus configuration period run from the 15^th to the 15^th each Month, you will always have ½ your Store striving to “Finish Strong”.

Since we pay on the bonus from the prior Month on the 20^th, there is always one Team that will know where their numbers are about 2 weeks before the other but whether it’s breeding competition for this Month or next, at least it’s not stagnation.

At least it’s a 50% reduction in “Finish-Line Syndrome”.

Bryan Armstrong

@bryancarguy

Every Month it seems that all across the Nation in Dealerships everywhere two things happen nearly simultaneously:

1. Salesmen breathe a collective sigh of relief from the huge end-of-Month push and start trying to calculate their paychecks and bonus amounts.
2. Managers try and keep people focused on getting the new Month started and familiarize everyone with the new advertising and incentives.

In short, there is discordance and a lull in urgency. Since most consumers begin their research Months in advance, those that didn’t take advantage of that “Month End” deal yesterday still need to be followed up with today. “How do I keep my Store oblivious to the Calendar?” becomes the question.

Though we may never totally eliminate this issue, one of the ways to lessen its impact on your Store’s performance is to change your Month end pay dates.

 Almost every Store I’ve ever been in has some type of Team or rotating personnel schedule and a Monthly Bonus or spiff program tied to performance. By simply having one Team’s bonus configuration period run from the 15^th to the 15^th each Month, you will always have ½ your Store striving to “Finish Strong”.

Since we pay on the bonus from the prior Month on the 20^th, there is always one Team that will know where their numbers are about 2 weeks before the other but whether it’s breeding competition for this Month or next, at least it’s not stagnation.

At least it’s a 50% reduction in “Finish-Line Syndrome”.

Bryan Armstrong

@bryancarguy

It’s all in the sprinkles

                I have an obsession with coffee. I’m not talking I like it nor need it to get going in the morning but a full-fledged love of the drink. While at home and at most restaurants I prefer to drink it black but I will have it with cream and sweetened in one way and one way only: a venti latte vanilla breve with 5 shots, no foam and a sprinkle of nutmeg. This concoction of my own careful creative process has been my mainstay at many a Starbucks or up until recently a shop called Beans n Brews. They know me by name and I can even call ahead and simply say, “It’s Bryan, could you make my coffee?” and it would be ready. At just over $8 for this indulgence, I want it perfect.

So it is with much sadness and a sense of longing that I drive by my previously beloved haunt every morning without stopping. Though I am normally (surprise) not a shy nor timid fellow, they don’t, nor will ever know, why they lost my patronage. It’s simple: they forgot the sprinkle of nutmeg one too many times. I gave them the benefit of the doubt, re-explained my order to the same baristas that I’ve dealt with for years. The first few times, I shook it off but when it continued to happen, I was done. There’s a Starbucks on the other side of the street and its $1 cheaper there. They don’t know my name and I can’t call ahead but it’s exactly what they promise to deliver each and every time.

                As I call through customer lists and review customer survey responses, our industry is no different:

 “They didn’t put my seat back and I could never get it just right again.”

 “No one set my radio stations.”

“I didn’t get a sticker telling me when my next oil change is due”

“They just handed me my keys and it took me 10 min to find my car.” 

The list goes on, trivial things, sprinkles really but they all add up to send the message that the customer is not valued, neither listened to nor appreciated.

All the above issues are addressed as part of our process, and all are things that are done correctly probably 99.9% of the time. But by attrition that .01% adds up in lost re-sell opportunity, referral business and of course revenue.

                What are the sprinkles that change the flavor of your business from the competitor who may not be as nice or personable, but does things the exact same way every time to the customer’s expectations? What are the methods you have in place to inspect them? Who does so and how often? Service sells and consistent service sells ten-fold.

Bryan Armstrong 

@bryancarguy

It’s all in the sprinkles

                I have an obsession with coffee. I’m not talking I like it nor need it to get going in the morning but a full-fledged love of the drink. While at home and at most restaurants I prefer to drink it black but I will have it with cream and sweetened in one way and one way only: a venti latte vanilla breve with 5 shots, no foam and a sprinkle of nutmeg. This concoction of my own careful creative process has been my mainstay at many a Starbucks or up until recently a shop called Beans n Brews. They know me by name and I can even call ahead and simply say, “It’s Bryan, could you make my coffee?” and it would be ready. At just over $8 for this indulgence, I want it perfect.

So it is with much sadness and a sense of longing that I drive by my previously beloved haunt every morning without stopping. Though I am normally (surprise) not a shy nor timid fellow, they don’t, nor will ever know, why they lost my patronage. It’s simple: they forgot the sprinkle of nutmeg one too many times. I gave them the benefit of the doubt, re-explained my order to the same baristas that I’ve dealt with for years. The first few times, I shook it off but when it continued to happen, I was done. There’s a Starbucks on the other side of the street and its $1 cheaper there. They don’t know my name and I can’t call ahead but it’s exactly what they promise to deliver each and every time.

                As I call through customer lists and review customer survey responses, our industry is no different:

 “They didn’t put my seat back and I could never get it just right again.”

 “No one set my radio stations.”

“I didn’t get a sticker telling me when my next oil change is due”

“They just handed me my keys and it took me 10 min to find my car.” 

The list goes on, trivial things, sprinkles really but they all add up to send the message that the customer is not valued, neither listened to nor appreciated.

All the above issues are addressed as part of our process, and all are things that are done correctly probably 99.9% of the time. But by attrition that .01% adds up in lost re-sell opportunity, referral business and of course revenue.

                What are the sprinkles that change the flavor of your business from the competitor who may not be as nice or personable, but does things the exact same way every time to the customer’s expectations? What are the methods you have in place to inspect them? Who does so and how often? Service sells and consistent service sells ten-fold.

Bryan Armstrong 

@bryancarguy

We all have them, the inevitable “lost” customer. Whether it is the dreaded “bought elsewhere” or even more horrifying “purchased same Brand, different Dealer”, much can be learned from taking the time to get to know WHERE and WHY your potential Customer chose to not do business with you. That’s right, I said YOU. If you’re not taking it personal, you should.

Today I want to touch briefly on just one of the myriad of reasons I’ve uncovered this last week in attempting to contact all customers who gave us the opportunity, but ultimately met their needs elsewhere. GAMES!

Most of you know I’m not talking Parker Bros. here. I mean back and forth, 3-card Monty, hide the profit, pack the payment, under-allow the trade, less than full disclosure, it’s still the 80’s, my customer can’t do math time wasters.

I’ll put myself out there with an example. I spoke with a customer who said they bought at my nearest and most heated competitor because they asked to see the invoice on the car and were told they needed to have a signed commitment to buy with a credit app first. When they declined and said they had already gotten a number (from Edmunds) and just wanted to verify that the offer they were willing to tender was on a similar priced vehicle as the one they had booked out, the answer came back that it was new in stock and the invoice was not yet in the book. They then told the salesman what they were prepared to offer and he told them it couldn’t be done. So they went up the street, found the car they liked, were shown the invoice, made their offer of approximately 2% OVER and bought their New Car.

Today’s customer is more educated and often times that objection or question they ask is nothing more than a test to see if YOU are the place they want to do business with.

Transparency has to become more than a catch phrase in today’s daily Sales Process. Either live it or don’t, either way if all are not embracing the same culture, you are destined to fail.

Is it easier for your sales force to get a “best price” off your website than from the desk? Do your customers walking in know more about your product than your so-called consultants? Does your “Brick and Mortar” operation mirror your on-line presence?

It may be time to take a poll of your own and find those extra deals per Month.

We all have them, the inevitable “lost” customer. Whether it is the dreaded “bought elsewhere” or even more horrifying “purchased same Brand, different Dealer”, much can be learned from taking the time to get to know WHERE and WHY your potential Customer chose to not do business with you. That’s right, I said YOU. If you’re not taking it personal, you should.

Today I want to touch briefly on just one of the myriad of reasons I’ve uncovered this last week in attempting to contact all customers who gave us the opportunity, but ultimately met their needs elsewhere. GAMES!

Most of you know I’m not talking Parker Bros. here. I mean back and forth, 3-card Monty, hide the profit, pack the payment, under-allow the trade, less than full disclosure, it’s still the 80’s, my customer can’t do math time wasters.

I’ll put myself out there with an example. I spoke with a customer who said they bought at my nearest and most heated competitor because they asked to see the invoice on the car and were told they needed to have a signed commitment to buy with a credit app first. When they declined and said they had already gotten a number (from Edmunds) and just wanted to verify that the offer they were willing to tender was on a similar priced vehicle as the one they had booked out, the answer came back that it was new in stock and the invoice was not yet in the book. They then told the salesman what they were prepared to offer and he told them it couldn’t be done. So they went up the street, found the car they liked, were shown the invoice, made their offer of approximately 2% OVER and bought their New Car.

Today’s customer is more educated and often times that objection or question they ask is nothing more than a test to see if YOU are the place they want to do business with.

Transparency has to become more than a catch phrase in today’s daily Sales Process. Either live it or don’t, either way if all are not embracing the same culture, you are destined to fail.

Is it easier for your sales force to get a “best price” off your website than from the desk? Do your customers walking in know more about your product than your so-called consultants? Does your “Brick and Mortar” operation mirror your on-line presence?

It may be time to take a poll of your own and find those extra deals per Month.