- Jul 9, 2026
- 38
- 28
- Awards
- 3
- First Name
- Kenny
Been thinking about this from the store side.
If a customer walked into the showroom and every few minutes a different person interrupted them, asked for their name and phone number before answering a basic question, made them repeat information they already gave us, and then made them start over when they moved to another part of the store, we’d call that a bad customer experience.
Online, we’ve somehow gotten used to a lot of it.
Popups. Chat boxes. Lead forms. Trade tools. Payment tools. Credit tools. Different vendors asking for the same information.
Some of those tools absolutely have a purpose. I’m not saying all of it is bad.
What I’m wondering is where we crossed the line between helping the customer and making the customer work around our systems.
What does your dealership website or digital process make a customer do today that you would never tolerate if the same thing happened in your showroom?
And if you could remove one piece of friction tomorrow, what would you remove?
I’m interested in both sides of it. Dealers living with it every day and vendors who think we’re looking at it wrong.
If a customer walked into the showroom and every few minutes a different person interrupted them, asked for their name and phone number before answering a basic question, made them repeat information they already gave us, and then made them start over when they moved to another part of the store, we’d call that a bad customer experience.
Online, we’ve somehow gotten used to a lot of it.
Popups. Chat boxes. Lead forms. Trade tools. Payment tools. Credit tools. Different vendors asking for the same information.
Some of those tools absolutely have a purpose. I’m not saying all of it is bad.
What I’m wondering is where we crossed the line between helping the customer and making the customer work around our systems.
What does your dealership website or digital process make a customer do today that you would never tolerate if the same thing happened in your showroom?
And if you could remove one piece of friction tomorrow, what would you remove?
I’m interested in both sides of it. Dealers living with it every day and vendors who think we’re looking at it wrong.
