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I see you are having the same woes we have, and I suspect there are quite a few other dealerships who share these woes as well.

We are a small dealership and a couple of us wear many hats, but when people are out, especially without warning, it ultimately hurts the customers. Negative customer experiences are sometimes challenging to overcome, but I find that most of them understand. Except that 1% who love giving bad reviews!

Sales: I cover for our F&I Manager when she is off, and there is nothing that sticks in my crawl like sales (one particular salesman here) leads the customer to believe they are approved when they are not due to circumstances like you mentioned. Worse, when sales quotes a rate that is nowhere close to what we can offer. Then, guess who gets fussed at by the customer? Not sales!

All in all, I think you are doing a hell of a great job on an uphill battle! Thank you for sharing your progress with the rest of us!