Conveniently Inconvenient and Pissed

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Comment by Keith Shetterly on August 1, 2012 at 7:49pm

Exactly, Andrew!  Exactly.  The Truth is Out There.  :)

Comment by Andrew Biondo on August 1, 2012 at 7:22pm

Last time I checked you have to set an appointment to see a Dentist, Doctor, Lawyer etc..... It is not complicated. For a dealer selling 2000+ a month closing at 6:00 and OFF on holidays ie July 4th. Oh by the way they only have one location. 

Comment by Keith Shetterly on July 25, 2012 at 9:06am

Thanks Ashley!  :)

Comment by Ashley Lopez on July 25, 2012 at 8:09am

GREAT article! I couldn't agree with you more! A majority of shoppers in all departments shop online before even attending a business (ZMOT)---great piece Keith! I definitely enjoyed it.

Comment by Keith Shetterly on July 20, 2012 at 10:53am

Thanks Jason!  If we don't value ourselves, our customers won't value us.  Extended hours began as amplifiers for competition in a valued experience of buying a new car.  Now they are drive-thru hours like Burger King.

To Everyone Reading:

Two brothers come to the end of their financial rope; one is a smart and one not-so-smart.  Each of them goes to the opposite side of town to mow lawns.  They meet back, and the smarter of them has $100.00 and other has $100.05.  The smarter one says, surprised, "Well, I guess you beat me by a nickel--but who paid a nickel??"

"All of them," the second brother replied, exhausted.

To Everyone:  Which type of brother are YOU and your dealership?

Comment by Jason Manning on July 19, 2012 at 10:13pm

Time is one of our greatest assets (both ours and our customer's).  I was just getting my hair cut the other day and the young man cutting my hair struck up a conversation about work.  He started to vent to me that they kept the shop open until 9pm, seven days a week.  He then said they only cut about 3 clients hair past 8pm for the whole week.  I asked him why they have those extended hours.  He stated it was due to competition.  I then asked him if they were competing with hours or reputation.  He, obviously, agreed with my angle.  I told him to freak'n speak up!   Leaders need to lead.  Too many idiots in leadership positions these days.

Too many times businesses get it all wrong.  If you have to extend your hours, you have a lack of confidence in your business.  A great car dealer could close their doors at 5pm every evening and have customers diving into their doors before that hour to receive outstanding service and care.  They would stand in line in the morning, instead of drag themselves in in the evening.  They would get there earlier, if the business was worth it.  Don't we do that with our Service Centers anyway?  Huh?  That's right, we do.  I don't get the extended hours.  I believe they are a result of slower times...before microwave ovens.  You know what I mean.  It's a new world.   We surf through drive thrus now.  We are reinventing a better business...for ourselves and our customers.  Owners and Principles need to get with the program.  Good stuff, Keith.  Always good stuff!

Jason Manning

Comment by Jae Chang on July 19, 2012 at 8:41pm

SHETT!! 

Keith my friend you always have a way!  

Comment by Keith Shetterly on July 19, 2012 at 4:51pm

Jason and Mike, thank you!  Jason, what a reply!!

Comment by Jason Hoehne on July 19, 2012 at 4:37pm

I could not agree more. The customers that just show up without making appointments waylay the sales consultants time. A dear friend works at an appointment only store. Cars all locked up, gotta come in and talk to someone before you get to even lick the paint. No appointment? You're waiting. I'd be there now if they didn't cheap sell their cars out of fear. But they have grueling hours and a very heavy turn-over ratio. Which brings me to my next point. Does the sales consultants life no longer matter? Not really, not that I've seen in this industry. And apparently the turn-over doesn't matter. I've found that is because managers believe the green-peas don't know anything and typically sell great in their first few months until they figure it out. Then they thrown them away and get new ones. Counter-productive. With a schedule and system of operation that is being described I, as a sales person, would kill for that. I'd probably still be married. LOL. So, is not keeping a sales person happy, well trained, and on board for the long-haul no longer a goal? It seems not. Push out as many cars as possible until you fall dead from exhaustion. When you fall, you get replaced.

Fortunately for me I've maintained employment at my dealership for 2 years and love it. We're very well trained and keep up with training daily. Instead of getting yelled at by some dinosaur each morning we start with a positive note and everyone walks around with a smile, makes more gross and goes home happy (not beating up on their loved ones cause they spent the morning with spittle in their face). Sadly, we lack accountability and a level playing field and strong leadership (which the industry desperately needs).

So, I am behind this article 100%. Fresh sales staff, happy sales staff, high gross, more serious buyers, and less time wasted on lookie-loos. But, again, sales people are expendable. So stay open and burn up your overhead dollars hoping some one with come swinging in at 8:45pm and you're there til 11pm begging a bank to finance a 501 score. I'd rather be kicked up at the house watching the children making money with computer and scheduling serious buyers and making gross. To me: it's the gross, the numbers are meaningless if you don't make gross.

Lastly, the last of the dinosaurs are going out and they are wetting themselves in fear of this "new" way of thinking. When they get a grip it'll be too late and their dealerships will suffer. But has that not been the testament to time and business? A new and fresh idea. Scoffed at first and then embraced when it becomes a heavy hitters "idea".

I run the internet department at my dealership. Being at work from 8am to 9pm is pointless. 90% of the leads come in between 11pm and 4am. So I stay up, answer them, set an appointment, sell them and I only come in for the appointment. It's a phenomenal system. But, again, a difficult concept for the dinosaurs.

My opinion. Cheers! Happy selling!

Comment by Mike Warwick on July 19, 2012 at 4:25pm

It would be great if more dealers realized that salespeople would be more effective and engaged if they worked fewer hours.  More selling and prospecting with less standing around watching the clock and waiting for an up.

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