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.
×
Ron Henson

Ron Henson Director, Dealership Strategy & Development

Exclusive Blog Posts

Top 6 Things Car Dealers Do To Make Car Buying Difficult

Top 6 Things Car Dealers Do To Make Car Buying Difficult

[youtube https://www.youtube.com/watch?v=3R7Y3kZIDVg] Your Turn To Drive discusses Top 6 Things Car Dealers Do To Make Car Buying Difficult.  Jim D…

Choose the correct CRM for your dealership OR pay dearly

Choose the correct CRM for your dealership OR pay dearly

With all the CRMs on the market today, finding the right one for your dealership is becoming more challenging than ever. There have been massive changes in…

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

5 Benefits of Using Google AdWords Click-to-Message Ad Extensions

Looking for a new way to win over people more likely to send a text message than to call? Set up this free message extension for your text ads on the Googl…

Must-See NADA 100 Expo Displays for Fixed Ops

Must-See NADA 100 Expo Displays for Fixed Ops

New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…

Why Social Media Marketers Won’t Replace Your Sales Team

Why Social Media Marketers Won’t Replace Your Sales Team

Social media is changing the marketing profession in remarkable ways. According to the Public Relations Society of America (PRSA), the social media analyti…

Do you have Roaches?

In this age of transparency I wonder if dealerships were completely transparent with customers, would they want to do business with them.  If your answer is yes, then good for you!  Kudos & bravo! 

I believe that the things we think and say shape the people we are and the culture around us.  While I certainly hope that the following things would never be said in front of a customer, I challenge you to ask yourself if they get said in the back room, or the sales office, or the shop, or anywhere else that is not within ear shot of a guest.  

Have you ever heard these terms in your dealership?

  • Mooch
  • Rat
  • Credit Criminal
  • Kicker
  • Stroker
  • Lay Down
  • Paperboy
  • Heater
  • Grinder
  • Roach
  • F.D.R.S.

The list can go on and on and I'm sure you could add a few of your own.  However, is this a protected secret language at your store and a time honored tradition or is it polluting your view of how important customers are to your business?

CSI has been and always will be very important to dealers, but when you put a different slant on the acronym it can become even more important to every single employee at the store.

                    C.S.I = CUSTOMER SUPPLIES INCOME

A mentor of mine, Lou Tice, has some sage advice when it comes to how we talk to ourselves and amongst ourselves.

  1. Smart talk gets you smart results
  2. Words and thoughts accumulate to build beliefs
  3. You move toward and become that which you think and talk about
  4. We think and act not in accordance with the real truth, but the truth as we believe it

Dealership culture can happen by accident or it can be shaped by leaders.  Chances are if it happens by accident it isn't quite top notch.  If your team speaks to and about customers as if they were the most improtant thing in the universe to your business, your culture will be as such.  

And by the way, customers are the most important thing in the universe to your business!

 

 

 Unlock all of the community & features  Join Now