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Richard Bustillo on Desking Discipline Process

Watch the General Manager of one of the best run Honda dealerships in the world, Richard Bustillo describe and illustrate the importance of a disciplined approach by sales managers executing a dealership's Desking Process. Be sure to visit Richard's blog at and friend Richard on Facebook at

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Comment by Dan Weik (pronounced wick) on March 27, 2012 at 5:35pm

Great job Richard: Hands down consistency, systems & procedures will always trump lazy salesman and/or resisting customers. I visit dealers from coast to coast and even in Canada, bottom line your organization is one of the tightest ran ships I've had the pleasure to work in!

Keep preaching brother, people need to hear this because I've been in so many dealers that run just the opposite in this video, it would fry you lid! It takes much will power to clam up and look the other way, you're a breath of fresh air and your voice should be heard!

Comment by John L Mecham on March 27, 2012 at 10:32am

Well done.  I have found that most of the dealerships I've visited change their process as they change the person working the desk.  I also noted that there is very little training for the desk managers to work the deals in a consistent manner. I do agree that the process is key and consistency of implementation is vital in order to protect gross.  I look forward to more blogging on this topic and look forward to reading more comments.

Comment by Mark Tewart on March 27, 2012 at 9:37am

You are exactly correct. Written, uniform and review. When I consult with dealers I randomly audit their deal jackets and almost every deal is worked differently from the start. Each manager also works deals differently. All of this results in less deals, less gross, more confusion, lower CSI, and more legal liability. There is NO excuse for it. Good video and correct!

Comment by John Hockinson on March 27, 2012 at 7:54am

This is very true. to many dealerships have to many individual processes that are trying to be done by more than one manager and causes mass confusion with there people.

Comment by Ralph Paglia on March 27, 2012 at 7:46am

This is a great clip for dealers and General Managers to watch and learn from... Richard makes complete sense, yet there are very few dealerships where the desking disciplines he describes has been implemented. Watch this video and learn from the best!

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