This is probably more of a discussion, but...

There seems to be quite a few different Management sets in the Auto Industry, but most can be traced to something along the lines of a G.M. under which report a Parts/Service Director, G.S.M., F&I, Desk Managers, Team Managers, Salesmen and Lot-techs. Of course this is not a complete list, but most of you are familiar with what I’m speaking of and if not, look around your own Dealership, it’s probably there as well. While this model has served well in the past and set up the G.M. to be an isolation point, I believe it is archaic and cumbersome for communication.

I would propose that the most forward facing member of your team should be in the lead. In other words:

• G.M.
• E-Commerce Director- Manages all aspects of training and media ensuring our virtual Dealership translates real-world results
• Service and Parts Director- Daily operations of Fixed-ops
• Finance Director- C.I.T. and all finance related questions
• BDM-Customer Care Specialists – engaging in direct feedback
• Desk Managers- check and balance system, take traffic and convert it
• Finance Managers- write deals
• I-net Managers- Lead and phone rock-stars
• Team Managers-typically “closers”
• Salespeople- without who everyone above is irrelevant.

My question would be how are YOU set up? Is it important to have a GSM any longer or is it a wasted expense. Where does the i-net and e-Commerce fit into your Management profile?

This is probably more of a discussion, but...

There seems to be quite a few different Management sets in the Auto Industry, but most can be traced to something along the lines of a G.M. under which report a Parts/Service Director, G.S.M., F&I, Desk Managers, Team Managers, Salesmen and Lot-techs. Of course this is not a complete list, but most of you are familiar with what I’m speaking of and if not, look around your own Dealership, it’s probably there as well. While this model has served well in the past and set up the G.M. to be an isolation point, I believe it is archaic and cumbersome for communication.

I would propose that the most forward facing member of your team should be in the lead. In other words:

• G.M.
• E-Commerce Director- Manages all aspects of training and media ensuring our virtual Dealership translates real-world results
• Service and Parts Director- Daily operations of Fixed-ops
• Finance Director- C.I.T. and all finance related questions
• BDM-Customer Care Specialists – engaging in direct feedback
• Desk Managers- check and balance system, take traffic and convert it
• Finance Managers- write deals
• I-net Managers- Lead and phone rock-stars
• Team Managers-typically “closers”
• Salespeople- without who everyone above is irrelevant.

My question would be how are YOU set up? Is it important to have a GSM any longer or is it a wasted expense. Where does the i-net and e-Commerce fit into your Management profile?

First off, it is no accident that I am writing this review, I volunteered immediately upon hearing that Cobalt had released a new Dealer-friendly platform.

You see, I had never been a Cobalt fan. I have been saddled with them as a sole provider due to O.E.M. mandates and had more than one unpleasant conversation with their tech support and/or my “Dealer Advocate” and never thought either group lived up to their title.

                Therefore, it was with a healthy dose of skepticism and almost malicious glee that I went into this demo. I emerged on the far side of our scheduled 20 minutes a full 46 minutes later if not an evangelist than at the very least excited and hopeful. The new platform and User Interface with analytics is nothing short of the largest 180 degree turn around I’ve ever been privy to see with any company. The website editing tool is real time, easy to use and has an ever growing library of easy to install widgets. Combined with the ability to fully control my own SEO or utilize either Cobalt’s or any other providers SEO Services was a complete but pleasant surprise. In addition, the ability to create custom URL landing pages limits this new platform’s usability only by one’s imagination and OEM constraints.

The real shock came when we got to the analytics section. Though not as detailed perhaps as what a competent Google analytics user could find out, Cobalt placing most key performance metrics in easy to use graphs and charts most of which can be dialed in or out to varying desired parameters makes this UI definitely friendly for the average user and has most key indicators a power user would look for. In addition, keyword suggestions, search reports, inventory analysis and easy to launch and replicate Specials Pages round out an impressive new offering. I guess that overall I felt just this signals a change in the core service level of this Company.

                This feeling was best backed when:

1) The next day for an unrelated issue I called tech support and my issue was solved with a follow-up call and survey within 10 minutes.

2) During the presentation I made a few suggestions I thought would help and the next day I received this following e-mail. (F.Y.I. Highlighted portions were MY addition)

“Bryan,

 I wanted to thank you again for your time yesterday – as you can tell I enjoy showing off our new Dealer Command Center.  In addition, I spoke with the product team this morning on your recommendations (adding Stock number to the inventory reports and adding Average Page views to the funnel) – they will be adding those enhancements in a future release.  Feel free to send me any more suggestions – I believe in the notion that we are here for our customers, not for our products, and I want to make certain everything we build is designed for our customers and the way they work.

 Thanks again for your time,

 James Fabin

Sr. Product Marketing Manager

ADP Digital Marketing Solutions

               More importantly, I believe they mean it. Cobalt may still be your OEM-Mandated Provider, but if they continue in this mien, that is no longer such a bad thing. Log on to your Dealer Command Center and play around, I believe you too will be SHOCKED by what you find!

Congrats to all the members of the team that put this together in just 9 months on a job well done and for listening to your end-users.

*P.S. This article is entirely my opinion and therefore probably correct.

First off, it is no accident that I am writing this review, I volunteered immediately upon hearing that Cobalt had released a new Dealer-friendly platform.

You see, I had never been a Cobalt fan. I have been saddled with them as a sole provider due to O.E.M. mandates and had more than one unpleasant conversation with their tech support and/or my “Dealer Advocate” and never thought either group lived up to their title.

                Therefore, it was with a healthy dose of skepticism and almost malicious glee that I went into this demo. I emerged on the far side of our scheduled 20 minutes a full 46 minutes later if not an evangelist than at the very least excited and hopeful. The new platform and User Interface with analytics is nothing short of the largest 180 degree turn around I’ve ever been privy to see with any company. The website editing tool is real time, easy to use and has an ever growing library of easy to install widgets. Combined with the ability to fully control my own SEO or utilize either Cobalt’s or any other providers SEO Services was a complete but pleasant surprise. In addition, the ability to create custom URL landing pages limits this new platform’s usability only by one’s imagination and OEM constraints.

The real shock came when we got to the analytics section. Though not as detailed perhaps as what a competent Google analytics user could find out, Cobalt placing most key performance metrics in easy to use graphs and charts most of which can be dialed in or out to varying desired parameters makes this UI definitely friendly for the average user and has most key indicators a power user would look for. In addition, keyword suggestions, search reports, inventory analysis and easy to launch and replicate Specials Pages round out an impressive new offering. I guess that overall I felt just this signals a change in the core service level of this Company.

                This feeling was best backed when:

1) The next day for an unrelated issue I called tech support and my issue was solved with a follow-up call and survey within 10 minutes.

2) During the presentation I made a few suggestions I thought would help and the next day I received this following e-mail. (F.Y.I. Highlighted portions were MY addition)

“Bryan,

 I wanted to thank you again for your time yesterday – as you can tell I enjoy showing off our new Dealer Command Center.  In addition, I spoke with the product team this morning on your recommendations (adding Stock number to the inventory reports and adding Average Page views to the funnel) – they will be adding those enhancements in a future release.  Feel free to send me any more suggestions – I believe in the notion that we are here for our customers, not for our products, and I want to make certain everything we build is designed for our customers and the way they work.

 Thanks again for your time,

 James Fabin

Sr. Product Marketing Manager

ADP Digital Marketing Solutions

               More importantly, I believe they mean it. Cobalt may still be your OEM-Mandated Provider, but if they continue in this mien, that is no longer such a bad thing. Log on to your Dealer Command Center and play around, I believe you too will be SHOCKED by what you find!

Congrats to all the members of the team that put this together in just 9 months on a job well done and for listening to your end-users.

*P.S. This article is entirely my opinion and therefore probably correct.

Here is a recopy of the article I wrote that is published in the most recent edition of the Dealership Innovation Guide.  Let me know what you think...

                It’s no secret, nor should it come as any surprise to anyone reading this that on-line reviews are having a much larger impact on consumer’s purchasing decisions. If I look to my own life, I use them in everything I do, from downloading a new app for my phone to choosing lodging accommodations or simply where to eat.

                On the sales side of any given dealership more often than not, operators are expending more and more of their resources; both money and time, in an effort to get their consumers to respond to and answer positively the manufacturer survey. Multiple phone calls, e-mails and letters are scheduled touting the importance of returning the survey. In fact in many instances the customer may begin to feel that our emphasis is on the survey rather than their true satisfaction.

                The most common justifications I hear to bad CSI is, “well, most of our customers are happy but only the people who are ticked-off bother to return it”.  So how can we as dealers cheaply and positively impact our on-line reputation?

Here are some simple, low cost alternatives that yield a high number of positive reviews by pro-actively seeking true satisfaction.

                On any given day there are more RO’s written on the Service Drive than vehicles sold or even live traffic in the showroom. These customers give us a wealth of opportunity to gain reviews, create loyalty and improve our on-line reputation. By engaging these customers in simple ways every Dealer can enlist these people as advocates to our reputation management process.

                1. “The buzzer” – Everyone has gone to a restaurant and endured the wait patiently without badgering the hostess because upon entering they were given a cute little disc that they were assured would buzz them when their table was ready. Yet upon reading restaurant reviews, the focus is always on the service rather than the fact that they were left sitting without knowing whether their table was ready or not. I’ve never read “nobody kept me apprised of whether the waiter was done with the customer before me” or “I didn’t know what was going on until I complained and they told me I would be seated shortly”. If upon entering the Service Drive, every customer was given this simple device and told that upon it’s activation, they could make their way to the cashier who would go over their bill and have the keys to their car it could alleviate the time consuming inquires that plague every writer and cashier and hence speed up the entire process. This could be multi-purposed to summon customers to a separate area to go over their inspection sheet and up-sell services. The privacy thereby provided would keep the surrounding customers from listening in and steeling themselves to say “NO”. It also would allow the Service Writer to address the customer’s true objections in a more private setting. It also would allow discretionary discounting of services for individual customers without setting a precedent for others to attempt to follow, expecting the same if not greater reductions. When the service writer closes the RO buzz your customer and meet them in the cashier’s office. No more going into the waiting area where inevitably 1-2 other customers request “can you tell me what’s going on with my car?” The simple re-assurance of seeing others getting “buzzed” let’s everyone know they are not forgotten and that progress is being made.

                2. “Flip it”- Have a CSR assigned to the waiting area with a flip cam or other recording device that allows him/her to record customers and guide the conversation. “Why do you like servicing your car here?”, “What do you think of our waiting area?”, “Tell me who your advisor is and how long have you been coming to them/here?”, “How do you like your current vehicle?” These are all questions that can elicit very positive responses. Have the customer sign a quick release allowing you will upload their video and then tag it appropriately. Have a viewing station that is set to your YouTube channel or website so they can immediately see themselves. People love to know they are valued and get to appear in one of your “commercials” better yet you will quickly build a large library of positive video reviews that can be used across wide mediums and with great impact.

                3. “The hotline”- Get an old courtesy phone, white not red, which is strategically placed in your waiting area. A large sign above it can read “If you are not receiving the level of service you expect please tell us now, signed the GM or Service Director. Have the phone ring to your BDC, Service Manager, G.M. or Customer Service Representative (that you probably have making outbound calls to yesterdays closed RO’s customers) and have them immediately respond! It’s better and probably less expensive to head off a potential issue than to try and correct it later.

                4. “Review Us”-Set up a computer that is fixed onto the review site you need the most help on (in other words has a disproportionate amount of negative to positive reviews) and ask people “While you’re waiting please take a moment to share your opinion” monitor the site in question and if a poor review pops up address it immediately! This could/should be right next to your “hotline” as disgruntled customers will pick up a phone before bothering to post an on-line scorching. In a worst case scenario you get a negative review that you can at least get amended to reflect your amazing response to their posted concerns.

                Building these types of customer-centric focal points into your Service Processes is much cheaper and easier to implement that subscribing to any of the “rater” sites that abound. Especially if you calculate in the unknown amount of lost revenue from your next Sales or Service customer that you never saw because they saw you first online.

                Cultures are created by repeated adherence to great processes and no matter how competent you may be, people will not care who much you know till they know how much you care. Sending a message of competency and concern doesn’t have to be expensive; it just has to be consistent.

Here is a recopy of the article I wrote that is published in the most recent edition of the Dealership Innovation Guide.  Let me know what you think...

                It’s no secret, nor should it come as any surprise to anyone reading this that on-line reviews are having a much larger impact on consumer’s purchasing decisions. If I look to my own life, I use them in everything I do, from downloading a new app for my phone to choosing lodging accommodations or simply where to eat.

                On the sales side of any given dealership more often than not, operators are expending more and more of their resources; both money and time, in an effort to get their consumers to respond to and answer positively the manufacturer survey. Multiple phone calls, e-mails and letters are scheduled touting the importance of returning the survey. In fact in many instances the customer may begin to feel that our emphasis is on the survey rather than their true satisfaction.

                The most common justifications I hear to bad CSI is, “well, most of our customers are happy but only the people who are ticked-off bother to return it”.  So how can we as dealers cheaply and positively impact our on-line reputation?

Here are some simple, low cost alternatives that yield a high number of positive reviews by pro-actively seeking true satisfaction.

                On any given day there are more RO’s written on the Service Drive than vehicles sold or even live traffic in the showroom. These customers give us a wealth of opportunity to gain reviews, create loyalty and improve our on-line reputation. By engaging these customers in simple ways every Dealer can enlist these people as advocates to our reputation management process.

                1. “The buzzer” – Everyone has gone to a restaurant and endured the wait patiently without badgering the hostess because upon entering they were given a cute little disc that they were assured would buzz them when their table was ready. Yet upon reading restaurant reviews, the focus is always on the service rather than the fact that they were left sitting without knowing whether their table was ready or not. I’ve never read “nobody kept me apprised of whether the waiter was done with the customer before me” or “I didn’t know what was going on until I complained and they told me I would be seated shortly”. If upon entering the Service Drive, every customer was given this simple device and told that upon it’s activation, they could make their way to the cashier who would go over their bill and have the keys to their car it could alleviate the time consuming inquires that plague every writer and cashier and hence speed up the entire process. This could be multi-purposed to summon customers to a separate area to go over their inspection sheet and up-sell services. The privacy thereby provided would keep the surrounding customers from listening in and steeling themselves to say “NO”. It also would allow the Service Writer to address the customer’s true objections in a more private setting. It also would allow discretionary discounting of services for individual customers without setting a precedent for others to attempt to follow, expecting the same if not greater reductions. When the service writer closes the RO buzz your customer and meet them in the cashier’s office. No more going into the waiting area where inevitably 1-2 other customers request “can you tell me what’s going on with my car?” The simple re-assurance of seeing others getting “buzzed” let’s everyone know they are not forgotten and that progress is being made.

                2. “Flip it”- Have a CSR assigned to the waiting area with a flip cam or other recording device that allows him/her to record customers and guide the conversation. “Why do you like servicing your car here?”, “What do you think of our waiting area?”, “Tell me who your advisor is and how long have you been coming to them/here?”, “How do you like your current vehicle?” These are all questions that can elicit very positive responses. Have the customer sign a quick release allowing you will upload their video and then tag it appropriately. Have a viewing station that is set to your YouTube channel or website so they can immediately see themselves. People love to know they are valued and get to appear in one of your “commercials” better yet you will quickly build a large library of positive video reviews that can be used across wide mediums and with great impact.

                3. “The hotline”- Get an old courtesy phone, white not red, which is strategically placed in your waiting area. A large sign above it can read “If you are not receiving the level of service you expect please tell us now, signed the GM or Service Director. Have the phone ring to your BDC, Service Manager, G.M. or Customer Service Representative (that you probably have making outbound calls to yesterdays closed RO’s customers) and have them immediately respond! It’s better and probably less expensive to head off a potential issue than to try and correct it later.

                4. “Review Us”-Set up a computer that is fixed onto the review site you need the most help on (in other words has a disproportionate amount of negative to positive reviews) and ask people “While you’re waiting please take a moment to share your opinion” monitor the site in question and if a poor review pops up address it immediately! This could/should be right next to your “hotline” as disgruntled customers will pick up a phone before bothering to post an on-line scorching. In a worst case scenario you get a negative review that you can at least get amended to reflect your amazing response to their posted concerns.

                Building these types of customer-centric focal points into your Service Processes is much cheaper and easier to implement that subscribing to any of the “rater” sites that abound. Especially if you calculate in the unknown amount of lost revenue from your next Sales or Service customer that you never saw because they saw you first online.

                Cultures are created by repeated adherence to great processes and no matter how competent you may be, people will not care who much you know till they know how much you care. Sending a message of competency and concern doesn’t have to be expensive; it just has to be consistent.

I’m not sure if this could even be entitled a best practice, a sales tip or a marketing piece for it is written with none of those things in mind. What it is is a reminder that above all else we change live; our own, our customers, our fellow employees and our communities. Perhaps that is to altruistic for some, but in my world it is a reality and a responsibility I feel profoundly.  

                Throughout my career I have had many great mentors, both those that inspired me to become as they were and deterred me from ever wanting to be so jaded. Because of the influence of these people I have continually strove to learn more, become better and mentor others. The income level I’ve been able to earn has allowed me to donate generously to causes I support, to adopt a child, to have succored and helped 23 foster children to date and re-unite with parents all but one.

                I have been privy to some of the most personal decisions thousands of consumers have ever made and enjoyed the benefits and joys as I watch them happily further their own dreams and desires. I have seen the light click on in hundreds of salespeople’s eyes and know I’ve passed along knowledge that will forever impact them and their family’s quality of life.

                I’ve always said that selling cars is the most fun you can have and keep your clothes on. I believe that. In recent years I’ve seen people get stressed, break down, become tyrannical managers and lose so much of what made them a success in the first place. There is no shame to be had in making a fair profit for our efforts if they are backed by solid value building skills and exemplary customer service. Unfortunately many will never know that because it’s too easy to forget all the good and joy that is inherent in this business.

                Tomorrow morning I have to take 3 young ladies who have called me dad for months now to live in a new home with a mother they don’t know. I will also have to have a talk with an employee that has failed to live up to his own potential and hold him accountable to his performance standards.  I know in both situations I will weep and my heart will break for potential lost. Nonetheless, I know that for the time both were with me, I gave it my all.

                But I also know that I will have the opportunity to share a new idea with an open mind, meet a new friend, better myself with new ideas and skill sets and have fun. Share your joys, relish each and every moment for we truly work in an amazing industry with some exceptional people and experience a fullness of life that few can ever comprehend.

                The fact that you’ve read this far tells me that your probably one of the ones that “get it”. So if you’d do me one favor, post something, even if it’s just a smiley face to let me know you were here? Thanks and be blessed.

I’m not sure if this could even be entitled a best practice, a sales tip or a marketing piece for it is written with none of those things in mind. What it is is a reminder that above all else we change live; our own, our customers, our fellow employees and our communities. Perhaps that is to altruistic for some, but in my world it is a reality and a responsibility I feel profoundly.  

                Throughout my career I have had many great mentors, both those that inspired me to become as they were and deterred me from ever wanting to be so jaded. Because of the influence of these people I have continually strove to learn more, become better and mentor others. The income level I’ve been able to earn has allowed me to donate generously to causes I support, to adopt a child, to have succored and helped 23 foster children to date and re-unite with parents all but one.

                I have been privy to some of the most personal decisions thousands of consumers have ever made and enjoyed the benefits and joys as I watch them happily further their own dreams and desires. I have seen the light click on in hundreds of salespeople’s eyes and know I’ve passed along knowledge that will forever impact them and their family’s quality of life.

                I’ve always said that selling cars is the most fun you can have and keep your clothes on. I believe that. In recent years I’ve seen people get stressed, break down, become tyrannical managers and lose so much of what made them a success in the first place. There is no shame to be had in making a fair profit for our efforts if they are backed by solid value building skills and exemplary customer service. Unfortunately many will never know that because it’s too easy to forget all the good and joy that is inherent in this business.

                Tomorrow morning I have to take 3 young ladies who have called me dad for months now to live in a new home with a mother they don’t know. I will also have to have a talk with an employee that has failed to live up to his own potential and hold him accountable to his performance standards.  I know in both situations I will weep and my heart will break for potential lost. Nonetheless, I know that for the time both were with me, I gave it my all.

                But I also know that I will have the opportunity to share a new idea with an open mind, meet a new friend, better myself with new ideas and skill sets and have fun. Share your joys, relish each and every moment for we truly work in an amazing industry with some exceptional people and experience a fullness of life that few can ever comprehend.

                The fact that you’ve read this far tells me that your probably one of the ones that “get it”. So if you’d do me one favor, post something, even if it’s just a smiley face to let me know you were here? Thanks and be blessed.

As I travel, I use a variety of airlines depending more on their ease of use and adaptability to my schedule than on the fares offered, which are usually quite competitive across the board. However, whenever possible, I choose Delta. The reason is simple, I receive perks. Nothing to great, I have yet to redeem any sky miles for a free ticket or avail myself of the club benefits, but I enjoy being recognized as a loyal customer and fast tracked to the front of the line. These simple things often get me to spend more when faced with nearly equal products.

                To draw an obvious but worthwhile comparison, are your appointments to your Sales Department any different? Whether it be an in-bound fresh phone up or a lease-end call, almost all phone scripts are designed to sell value in the processes we offer. Some even go as far as to coach at the end of the call to say “If something comes up and you’re running late give me a call and if something happens on my end I’ll return the same courtesy”. So why is it in my travels and in visiting various Dealerships that so much effort is spent on getting the customer in but very little expended on keeping the promises made or implied that were made to get them there.

                These are a few of what I would suggest to be best practices to improve show and closing ratios.

1. Always have a manager call and thank the customer for setting aside the time and ensure the info given by your salesperson was correct and easy to follow directions were given.

2. Communicate-Have a meeting every morning and at shift change and make sure every manager and salesperson knows who has an appointment coming in, at what time, and what they are coming in for. This will do two things:

                A) Glorify those who are actually getting appointments and bring those appointments to their remembrance

                B) Ensure that whoever greets the customer can say “Oh yes, you’re on the VIP list ______ is expecting you!” Plus if that salesperson does happen to be tied up, you will not have lost the goodwill so tenaciously established in the appointment setting process.

3. Reception-A manager, preferably the one who confirmed the appt, should greet the guest and thank them for coming in and reassure them that the process will be pain free and straight-forward.

                These are three simple steps, but look at the benefits:

• Salespeople will want to talk about and be ready for their appointments.
• Those that don’t have them will begin to feel the importance placed by everyone in the Dealership on your process
• The “Skate factor” definitely diminishes!

Customers feel they walked into a synergistic environment where everyone is aligned to ensure their satisfaction and they don’t have to re-explain themselves;

 and if perchance a manager does have to close a deal or go in on a turn, they are a known entity who is there to facilitate customer satisfaction not to hammer them into submission.

Appointments handled correctly can close 70% of the time. Handled the wrong way, they will be the unknown reason you never hear from the customer again.

As I travel, I use a variety of airlines depending more on their ease of use and adaptability to my schedule than on the fares offered, which are usually quite competitive across the board. However, whenever possible, I choose Delta. The reason is simple, I receive perks. Nothing to great, I have yet to redeem any sky miles for a free ticket or avail myself of the club benefits, but I enjoy being recognized as a loyal customer and fast tracked to the front of the line. These simple things often get me to spend more when faced with nearly equal products.

                To draw an obvious but worthwhile comparison, are your appointments to your Sales Department any different? Whether it be an in-bound fresh phone up or a lease-end call, almost all phone scripts are designed to sell value in the processes we offer. Some even go as far as to coach at the end of the call to say “If something comes up and you’re running late give me a call and if something happens on my end I’ll return the same courtesy”. So why is it in my travels and in visiting various Dealerships that so much effort is spent on getting the customer in but very little expended on keeping the promises made or implied that were made to get them there.

                These are a few of what I would suggest to be best practices to improve show and closing ratios.

1. Always have a manager call and thank the customer for setting aside the time and ensure the info given by your salesperson was correct and easy to follow directions were given.

2. Communicate-Have a meeting every morning and at shift change and make sure every manager and salesperson knows who has an appointment coming in, at what time, and what they are coming in for. This will do two things:

                A) Glorify those who are actually getting appointments and bring those appointments to their remembrance

                B) Ensure that whoever greets the customer can say “Oh yes, you’re on the VIP list ______ is expecting you!” Plus if that salesperson does happen to be tied up, you will not have lost the goodwill so tenaciously established in the appointment setting process.

3. Reception-A manager, preferably the one who confirmed the appt, should greet the guest and thank them for coming in and reassure them that the process will be pain free and straight-forward.

                These are three simple steps, but look at the benefits:

• Salespeople will want to talk about and be ready for their appointments.
• Those that don’t have them will begin to feel the importance placed by everyone in the Dealership on your process
• The “Skate factor” definitely diminishes!

Customers feel they walked into a synergistic environment where everyone is aligned to ensure their satisfaction and they don’t have to re-explain themselves;

 and if perchance a manager does have to close a deal or go in on a turn, they are a known entity who is there to facilitate customer satisfaction not to hammer them into submission.

Appointments handled correctly can close 70% of the time. Handled the wrong way, they will be the unknown reason you never hear from the customer again.