Back to Basics: The ‘No Excuse’ Method to a Better Customer Experience

January 18, 2022

Let’s face it. The automotive retail industry has undergone some crazy times recently. From supply chain issues reducing new car inventory to unpredictable used car prices, dealerships across the country are left guessing as to what will come next. Sometimes it is difficult to have faith that the industry will fully rebound. The fact remains that as inventory shifts back to normal, there will still be pricing pains. But that just provides an opportunity to remind ourselves of how powerful and resilient we are. Since the invention of the automobile, there have been quite a few ups and downs. However, attitudes have remained the same. And one thing will stick out forever: there is no room for excuses.

To succeed in the automobile retail world, you need to adopt a mindset that focuses on making moves instead of excuses. There are many factors and disruptors that will make this difficult. But that shouldn’t stop you from elevating the way you operate. Each member of your team needs to be empowered by being given the keys to success. Start with a proper training program that focuses on personal development. It’s important to learn the strengths and weaknesses of your staff in order to set them on the right path. With an understanding of where a team member is today, and where they want to be in the future, you can create a dynamic career path for them. This will help reduce burnout and turnover.

From here, instill a next-generation approach for your training methodology. You can adopt solutions such as a digital showroom to help keep your staff informed about off brand vehicles. This puts the power of information directly into their hands, and allows them to exceed customer expectations. Training should be a regular occurrence at your dealership. In today’s technologically advanced world, there are no excuses for your team to not be as best prepared as possible for any situation with any consumer pertaining to any vehicle.

Next, give opportunities to your team. There are a lot of career paths available in the automotive world.There is no excuse to stay stagnant. If you want to retain your people and get the most out of them, then present them with a roadmap to grow. It doesn’t matter where they start. As they learn and develop, you’ll be able to turn porters into salespeople, salespeople into managers, and managers into executives. But it all starts with accepting that just because there are set-backs, doesn’t mean there aren’t opportunities. Challenge yourself to achieve your operational goals by fully relying on your team.

Remember, you aren’t just selling cars. For many, you are selling the American dream. Automobiles are the second largest purchase a person will make in their lifetime. Every touchpoint you offer needs to be clean, clear, and concise. Make the investments in technology that will elevate your automotive dealership above the competition. It’s all about customer experience, and that starts with your team. You have all the opportunities to step into the next generation. And best of all, there are partners available to help you understand your needs and overcome challenges.

MAX Digital is here to assist you with digital retailing and sales enablement. You don’t have to guess about inventory needs, training methodology, writing ads, or properly appraising anymore. By working with MAX Digital, you receive more than just a consultant. You get an ally in your corner who is focused on helping you acquire more vehicles and sell them at the highest gross possible. Learn more by scheduling a demo today!