Not only a great song reference, by a Johnny Maestro & the Brooklyn Bridge, it’s the most appropriate title for this post because it is quite literally the worst that could happen. A customer asks a simple question and is met with silence. Silence really can speak volumes! I was sitting in a service lounge when I overheard a customer ask a Sales Consultant, “why should I buy now?” The Sales person failed to respond before the prospect breaking the silence remarked, “it’s a really good question, right?” It’s a great question and a very telling one, because it shows me that they failed to provide one very important thing, VALUE. If the customer is asking that, it makes me question, what were the missed steps? Was a proper needs assessment done? Was the Sales person actively listening? The list goes on.

Sadly, to add insult to injury, after this dialogue occurred, another issue was uncovered in the Service department. I then hear a Service Advisor come out to speak to a customer in the lounge and when she asked what was wrong, he told her the vehicle needs brakes and rotors in a very hesitant manner. He was reading a summary of services as if it was the first time he had read it himself. The young woman asked questions regarding how this was determined and in a very awkward exchange, he was unable to properly answer. She then asked, whether or not a technician even drove the vehicle! Not surprisingly, she said she’d like to call her family to discuss. She tells her family member on the phone, in front of the entire lounge of customers, that she thinks they are trying to work her over. This customer relayed to her family that she felt very uncomfortable with the advisor, that he seemed like he had been trying to take advantage of her since she first arrived. All the while, he seemed rather timid, unprepared and very new to the role upon initial observation…not really a shark if you ask me! The customer left to go to another service center upon her family’s recommendation. Again, where was the disconnect? Did this Service Advisor ask the right questions from the customer? It’s quite evident a relationship was not established and distrust was created as a result.

Both of the above mentioned situations are likely occurring in dealerships all across the country, I’ve witnessed a ton in my travels, and could be easily avoided. It’s not just costing you that one sale or service, these missed steps are just symptoms of a larger disease that is plaguing the bottom line of your store. This is the reason consistent coaching has become the most impactful way to create long term, meaningful changes. Ready to take the next step? If so, please visit my about me page to connect with me!