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Jared Hamilton
From: Jared Hamilton
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Joey Little

Joey Little Vice President of Social Strategy

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Have you ever tried to buy one of your own cars?

I know that trying to buy one of your own cars sounds like a huge waste of time, but you just might learn something about your dealership and its buying process.  You may find that you have some ridiculous policies that only make the process slow and tedious.  Or, maybe you find out that it asks you for your driver's license information three separate times - wasting the customer's time and, in the long run, pushing the customer away from your dealership.

There are many things to be learned from this simple task.  To go even further on this, try submitting an Internet lead to yourself.  Again, you may learn that you're directing calls to the wrong receptionist.  All these things will only discourage your customers from coming back to your store.  The customer expects you to spoon feed them - so the first sign of something going wrong, they tend to freak out.

The best thing is to just make sure that everything runs as smoothly as possible.  This ensures that the customer is very comfortable and enjoys the buying process. So, please give this best practice a try and see if it doesn't teach you something about your store and its buying process.

Jared Hamilton
In the last few months I've helped two friends/family members buy cars. The process generally sucks! Ive said it before, and Ill say it again. Finding a good car is easy. Finding a good dealer is tough. While good dealerships exist, processes and dealership marketing inhibit customers from recognizing us. If you really think like a customer and go through your process do you have the fortitude to remove those inhibiting processes from your store? Most of the time we just default back to the "way we have always done things" because while the results may not be as good, at least they are predictable.
Bart Wilson
Be careful when secret shopping your store. You may not like the results! This is a great way to correct process errors you may not know you have. I worked in a dealership where we prided ourselves on sending three price quotes. Problem was, in actuality, that only happened 60% of the time. But if you were to ask the GM we did it on every single lead.
Randy Taylor
I use a Google Voice number that is unknown to co-workers. I call in, get put on hold, get cut off, have salespeople fail to ever call back. I had one guy text me 10 times in an hour. After he sent the first one, I notified him I did not have a text plan(untrue) but he still sent 9 more messages. They usually did not know the used car inventory, or told me we still had cars I knew for a fact had been sold for at least a week. Yep, not a good experience.
Jim Bell
I just did and realized today that there is way too much paper involved. What happened going to a paperless society? One form after another...it's crazy. I know that we have to have them, but it can be so cumbersome.
Jim Bell
I just did and realized today that there is way too much paper involved. What happened going to a paperless society? One form after another...it's crazy. I know that we have to have them, but it can be so cumbersome.

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