I don't think most of the people on DealerRefresh are reflective of the norm Phillip. That is the sad thing about this post - the other 99% of the industry will never see it....especially not the intended audience.
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Why We Suck!
- Thread starter Alex Snyder
- Start date
- Apr 15, 2009
- 26
- 0
- First Name
- Philip
Thanks for the affirmation Alex. I choose my friends wisely because in business and in life you are who you associate yourself with and I am proud to be associated with you and DealerRefresh! After all, what are friends for!
@ Alex and @ Philip - I hope you guys see me as a 1%er. I believe we have a lot work to do and it will be not easy.
Jaeckel, heck no man - you work for CoBalt! Just kidding with you. CoBalt actually does a fantastic job at recruiting great people!
Yeah, there is definitely a lot of work to do.
Yeah, there is definitely a lot of work to do.
Ive worked in quite a few industries, in many regions and a couple countries, mainly in customer service related fields, and mostly with high end clientele. Ive just finished my second week in the Auto Service industry.
Lets start with the good stuff. I like it. I like the variety, and the people Ive worked with so far. Its fast paced and hectic, and for some strange reason I like fires. Not the real kind, I like fixing things, be they physical, or logistical. So this industry has a lot to offer a person like me, lots of challenges.
On to the dark side, now remember Ive only been in THIS industry for 2 weeks, but damn have I seen some ugly paradigms.
I have questions, questions about stereotypes like "mechanics are always bitchin and prima donnas".
Well maybe they are, has anyone ever asked why? and what can we do to change that?
Do service advisors realize that their behavior and attitude is reflected right back at them by their customers? If the SA is in a state of panic, rushed and impatient, then the their customer is going to be.
I just see lots of little things that I think would make a big difference, and be simple fixes. Its a little frustrating because Im at such a low level I know that it is probably pointless for me to bring them up.
I can already tell that in this industry for some reason there is a knee jerk "we dont do it that way" reaction to new ideas. Why do I think that? Because I see things being done the way they were 30 some years ago when my Mom and Dad were dragging me into dealerships when I was a kid. I come from a long line of car people. Not only that Ive talked to some of my co-workers and many of the ideas I currently have they had long ago, but they never saw their ideas bear fruit so I think they just gave up trying to change things.
I'll give you one example. How about restricting all mechanic and SA interaction to the shop, away from the customers? I'll hold off on the reasons why because there are quite a few and I know you guys arent as interested in the service side, so I wont bore you.
Thats just one example, lets just say I agree with VOLKER, we do have our work cut out for us, and not just in marketing and sales.
But Im up for it! Thats the nice thing about DR, I can discuss ideas, make a fool of myself, and "probably" wont get fired for it.
Lets start with the good stuff. I like it. I like the variety, and the people Ive worked with so far. Its fast paced and hectic, and for some strange reason I like fires. Not the real kind, I like fixing things, be they physical, or logistical. So this industry has a lot to offer a person like me, lots of challenges.
On to the dark side, now remember Ive only been in THIS industry for 2 weeks, but damn have I seen some ugly paradigms.
I have questions, questions about stereotypes like "mechanics are always bitchin and prima donnas".
Well maybe they are, has anyone ever asked why? and what can we do to change that?
Do service advisors realize that their behavior and attitude is reflected right back at them by their customers? If the SA is in a state of panic, rushed and impatient, then the their customer is going to be.
I just see lots of little things that I think would make a big difference, and be simple fixes. Its a little frustrating because Im at such a low level I know that it is probably pointless for me to bring them up.
I can already tell that in this industry for some reason there is a knee jerk "we dont do it that way" reaction to new ideas. Why do I think that? Because I see things being done the way they were 30 some years ago when my Mom and Dad were dragging me into dealerships when I was a kid. I come from a long line of car people. Not only that Ive talked to some of my co-workers and many of the ideas I currently have they had long ago, but they never saw their ideas bear fruit so I think they just gave up trying to change things.
I'll give you one example. How about restricting all mechanic and SA interaction to the shop, away from the customers? I'll hold off on the reasons why because there are quite a few and I know you guys arent as interested in the service side, so I wont bore you.
Thats just one example, lets just say I agree with VOLKER, we do have our work cut out for us, and not just in marketing and sales.
But Im up for it! Thats the nice thing about DR, I can discuss ideas, make a fool of myself, and "probably" wont get fired for it.
Ok, very simple. I was 19 years old and decided to continue living on my own because I disagreed with my parents relocating to Florida. I had a plan. I was going to school with hopes and goals of being a teacher. I was going to school fulltime while working 3 jobs as a lifeguard and a swim instructor. Well after a month of living on my own, I started to really go broke. I mean I was not prepared for life on my own and really paying my own bills. Now my father who was already a master technician for Lexus was against me getting into the business. In fact, a year before that I was offered a job selling cars and he talked to me out for the fear that I might really make a career out of it.
Well this time I took the plunge and got trained. I started selling cars and after a few months began to be pretty successful. It got to the point that when I relocated to Florida at the age of 21 I dropped out of school and continued selling cars. At that point, I had gotten into internet sales and marketing. This was where my growth started. As my parents badgered me about school, I rejoined online and I am still doing it as we speak (I am almost done, degree coming soon). As I got into management at 23, I really saw that this is where my career will be. Well, I am now 26 and at this point I have made a lot of amazing friends including all of you. I have also really grown in my career and I continue to work as an Internet Director at an up and coming Nissan store.
I must admit, I have my love and hate relationship with the industry. However, every time I think of the negatives I always remember the rewards and the friends that I made. The same friends that helped keep me strong and motivated when I was in the job market just a few months ago.
Well this time I took the plunge and got trained. I started selling cars and after a few months began to be pretty successful. It got to the point that when I relocated to Florida at the age of 21 I dropped out of school and continued selling cars. At that point, I had gotten into internet sales and marketing. This was where my growth started. As my parents badgered me about school, I rejoined online and I am still doing it as we speak (I am almost done, degree coming soon). As I got into management at 23, I really saw that this is where my career will be. Well, I am now 26 and at this point I have made a lot of amazing friends including all of you. I have also really grown in my career and I continue to work as an Internet Director at an up and coming Nissan store.
I must admit, I have my love and hate relationship with the industry. However, every time I think of the negatives I always remember the rewards and the friends that I made. The same friends that helped keep me strong and motivated when I was in the job market just a few months ago.
Well Well,
I am glad to see this proclomation.
I had various jobs I thought were going to be careers before the car industry.
Almost 9 years at Peabody Coal before I was injured, 6 years in the recording industry working 3 weeks and not working for 3 months then our daughter was born. Saw the ad, borrowed a tie from my dad, (still do) and went to the interview. Hired, like all of us but back then it was different. I have done a 10 minute video rant on this. www.youtube.com/kimclouse
We actually had to train. Yes I know it sounds strange now days but I could not even say hello to a customer for 6 weeks. Even if it was a relative, really! Lots of training, one on one with the desk manager, stand outside finance with the door cracked and listen, ride with the used car manager, real training with tons of product knowledge.
I want to know how many sales people hired today are required to take the bottom line, ACV, and back the numbers out to the top line sales price with an adding machine? They should but no, we teach them to go back and forth like a panther in a zoo. You know they walk back and forth, back and forth to the desk. Management that is not trained correctly makes this happen and those who watch it happen are to blame for why we suck today. The sales force knows nothing when they are a green pea. We teach them in our little huddle how to achieve the 8-10 car average, teach them all of the slang,
steal their pay and if they were talented nobody ever knew. That is the revolving door.
Kudo's to all of you who have had to survive and learn the hard way and are now respected professionals. Unless this changes, nothing will help. The strong dealers are doing it right from the beginning. It is like a war, nobody wants to know your name or cares about you until you are there for 6 months because you are leaving anyway. Great point you guys for proclaiming why we suck. All of the slick talking, economy excuse, bullcrap should be.
Would you like some fries with that? Supersize?
I am glad to see this proclomation.
I had various jobs I thought were going to be careers before the car industry.
Almost 9 years at Peabody Coal before I was injured, 6 years in the recording industry working 3 weeks and not working for 3 months then our daughter was born. Saw the ad, borrowed a tie from my dad, (still do) and went to the interview. Hired, like all of us but back then it was different. I have done a 10 minute video rant on this. www.youtube.com/kimclouse
We actually had to train. Yes I know it sounds strange now days but I could not even say hello to a customer for 6 weeks. Even if it was a relative, really! Lots of training, one on one with the desk manager, stand outside finance with the door cracked and listen, ride with the used car manager, real training with tons of product knowledge.
I want to know how many sales people hired today are required to take the bottom line, ACV, and back the numbers out to the top line sales price with an adding machine? They should but no, we teach them to go back and forth like a panther in a zoo. You know they walk back and forth, back and forth to the desk. Management that is not trained correctly makes this happen and those who watch it happen are to blame for why we suck today. The sales force knows nothing when they are a green pea. We teach them in our little huddle how to achieve the 8-10 car average, teach them all of the slang,
steal their pay and if they were talented nobody ever knew. That is the revolving door.
Kudo's to all of you who have had to survive and learn the hard way and are now respected professionals. Unless this changes, nothing will help. The strong dealers are doing it right from the beginning. It is like a war, nobody wants to know your name or cares about you until you are there for 6 months because you are leaving anyway. Great point you guys for proclaiming why we suck. All of the slick talking, economy excuse, bullcrap should be.
Would you like some fries with that? Supersize?
I forgot to mention that I was one of those people that moved around. The most I ever worked in one store was 2 years. I found that real talent does not last long in a store unless that store appreciates you and you are treated fairly. I had some bad experiences like pay plan chopped to position being eliminated to not getting along with the GSM. I am sure we have all had that at one point. This is the major reason why we suck. I see some worthless people who do not deserve to be in their positions thrive simply because they are really good at frauding everyone else. I can write 2 pages of names of people that I am talking about. That is where my hate comes into play. Again, the reward of making good money and making some great friends are what makes me love it. I feel like I am part of something huge especially when I connect with all of you on here, drivingsales, facebook, and Automotive Digital Marketing.
@ Kim Clause.
I watched your video, the one point I found interesting and reluctantly agree with is about employees having contact with customers before they're trained. I say reluctantly because I am a new employee, and think it would drive me crazy to have to sit through a week or weeks of training before dealing with customers. On the flip side I was answering phones and being asked questions from customers about prices on my first day. Doesn't sound that bad , till you factor in that we don't have a price list. There is no printed price sheet, computer database, brochure, or anything that I can go to to find out how much a tire balance and rotate cost.
What do I do? I try to get the attention of one of the 2 SA's and ask them while they're speaking to their customers, so it becomes a chain reaction of chaos. I Often get 2 different answers.
The thing is Ive asked other folks in the industry and they say that's how it is all over.
Whats the big deal? Why cant someone whos sitting around most of the day get on an excel spread sheet and print some prices, codes, with a short description?
I know how to treat a customer and make them feel like they're the most important thing in my life at that moment, but what good is that if I cant answer their questions.
From what Ive been reading here, and from my travels visiting dealers up and down the east coast proper TRAINING of employees and management is one the biggest issues facing this industry.
Lets just say its probably going to be a long time before a dealership wins the Malcolm Baldrige award.
I think all of these issues could be addressed and overcome with a little bit of effort. Wouldn't this "slow" period be the best time to start working on them?
Let me add that I do understand that management currently has a lot to deal with right now trying to keep the business running in this tight economy, so I do feel for them.
This industry doesnt have to SUCK!
I watched your video, the one point I found interesting and reluctantly agree with is about employees having contact with customers before they're trained. I say reluctantly because I am a new employee, and think it would drive me crazy to have to sit through a week or weeks of training before dealing with customers. On the flip side I was answering phones and being asked questions from customers about prices on my first day. Doesn't sound that bad , till you factor in that we don't have a price list. There is no printed price sheet, computer database, brochure, or anything that I can go to to find out how much a tire balance and rotate cost.
What do I do? I try to get the attention of one of the 2 SA's and ask them while they're speaking to their customers, so it becomes a chain reaction of chaos. I Often get 2 different answers.
The thing is Ive asked other folks in the industry and they say that's how it is all over.
Whats the big deal? Why cant someone whos sitting around most of the day get on an excel spread sheet and print some prices, codes, with a short description?
I know how to treat a customer and make them feel like they're the most important thing in my life at that moment, but what good is that if I cant answer their questions.
From what Ive been reading here, and from my travels visiting dealers up and down the east coast proper TRAINING of employees and management is one the biggest issues facing this industry.
Lets just say its probably going to be a long time before a dealership wins the Malcolm Baldrige award.
I think all of these issues could be addressed and overcome with a little bit of effort. Wouldn't this "slow" period be the best time to start working on them?
Let me add that I do understand that management currently has a lot to deal with right now trying to keep the business running in this tight economy, so I do feel for them.
This industry doesnt have to SUCK!
John,
Let me clarify my thoughts. This industry does not suck. It is just taking longer for the folks who refuse to bring it to the next level to get out. They got in, made money while it was great in spite of their lack of education, knowledge or self esteem. Those same folks moved up through the ranks and became responsible for the negative perception of the, shall we say, Dealership Salesfloor Mentality. When the business started shifting and the customers were armed with more and more knowledge, the only thing they knew to do was what they were trained, nothing different. Now many of them had the self worth and personal pride to take it upon themselves to adapt, learn, share, and become successful. They found what they never had been given. I agree about it being a pain to train for some time but you seem very intelligent and have zeal. Which is worse, spending more time to be able to do this correctly or, listening to those who say that is the way it is? Those are the 7-8 car guys or the complainers in the service drive. Break the rules, sell a car, learn, assemble what you need, stand in front of them until they give you the answers you need and you can tell them you would rather work smart than blind. Nothing is worse in the big picture than being poorly informed and trying to wing it. When you don't get away with it just one time, you create a bad vision from the customer that has your name tied to it. What does that mean for you over 3 years when they tell everyone they know and they know and on and on. Just say I don't know and find the answer or get someone who does. You will be fine if you swallow the training pill. If they won't arm you, arm yourself, be professional, be proactive every time. It seperates the rock stars from the groupies. Then you will understand why this really is the best business to ever be associated with. Help people and really care or get a job at Burger King. That is what I meant.
Let me clarify my thoughts. This industry does not suck. It is just taking longer for the folks who refuse to bring it to the next level to get out. They got in, made money while it was great in spite of their lack of education, knowledge or self esteem. Those same folks moved up through the ranks and became responsible for the negative perception of the, shall we say, Dealership Salesfloor Mentality. When the business started shifting and the customers were armed with more and more knowledge, the only thing they knew to do was what they were trained, nothing different. Now many of them had the self worth and personal pride to take it upon themselves to adapt, learn, share, and become successful. They found what they never had been given. I agree about it being a pain to train for some time but you seem very intelligent and have zeal. Which is worse, spending more time to be able to do this correctly or, listening to those who say that is the way it is? Those are the 7-8 car guys or the complainers in the service drive. Break the rules, sell a car, learn, assemble what you need, stand in front of them until they give you the answers you need and you can tell them you would rather work smart than blind. Nothing is worse in the big picture than being poorly informed and trying to wing it. When you don't get away with it just one time, you create a bad vision from the customer that has your name tied to it. What does that mean for you over 3 years when they tell everyone they know and they know and on and on. Just say I don't know and find the answer or get someone who does. You will be fine if you swallow the training pill. If they won't arm you, arm yourself, be professional, be proactive every time. It seperates the rock stars from the groupies. Then you will understand why this really is the best business to ever be associated with. Help people and really care or get a job at Burger King. That is what I meant.
