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Everything is perception.  And we do a horrid job of managing it.

I strongly believe we have aligned ourselves to a process instead of considering the consumer's perspective.  The simplest part is where we completely ignore basic human psychology:  most humans cannot transition from a party into full combat while keeping that transition smooth for the customer.  What does that mean you ask....

Party = Meet & Greet down to the Test Drive.  That's a really fun time with the customer where fantastic first impressions are made.  Emotional high time for everyone.

Combat = it starts with the "let's go in the building" and lasts until the contract is signed.  Most sales agents don't find this part fun because it is where they are under their manager's magnifying glass and, of course, the negotiations (especially trade numbers) can thwart the best "party."  As soon as the walk into the building occurs any customer can sense the change in their sales person's demeanor.....basic psychological perceptions.

This is where we screw things up.  We staff people who want to "party" and then force them to do "combat."  Bad move.  And this could be the single event that has permeated our industry with a rough reputation.