I was talking with a guy at work, let’s call him Dodger. He’s an older guy in the biz, been in a few years. He has that Golden Retriever type temperament.
Some guys are just old war Hero’s that have this cock swagger of James Bond thing goin on – which is cool – but sometimes you get some real pieces of information from this guy, delivered in a way you almost feel obligated to respect. Yet never doubt it because your guy says he’s spot on.
I was talking about how I don’t know what to say when people remark on my sales throughout the day. I don’t see anything special. I’m just a 7 or 8 car guy, just twice as stressed out about making money, who works double the hours.
New people sometimes ask how I did a little above average or got the hang of it a litter quicker than normal. All I really can say is that I really wanted to. I just wanted to get past that awkward moment where you’re new and get to be good so I listened to everything the best had to say. I realized that there was probably a ton of ways to get it accidentally right, but from owning a business I learned that ‘accidentally right’ is just laziness. I would see it as laziness from my staff.
If anyone had anything to say that might help me sell more cars, it was the guys who have to go home every day after trying to teach people how to do what they know to be as second nature.
So I tried to listen to them and know WHY they want me to act a certain way, and what mistakes they learned from not doing it that way. Kind of like learning how to not get hurt on a rig. There was both body and mind tricks to make sure you didn’t catch yourself in a tight dangerous spot on a worksite, so it’s kind of like how to not get yourself into a bind in a sale, surely this could be beneficial to me.
Then I heard someone say “tell em what you’re gonna do, then do what you say you’re going to do, then tell em what ya did” and that made sense.
We all know it’s the right thing to say, to pronounce that we care, and that we will check in on them, and that we trust this to be the best vehicle for them.
But it’s another thing to actually do it.
I realized how big this was, to ACTUALLY give a fuck. If you could just honestly, try to really appreciate and give a fuck that these people parted with 40 or 50 THOUSAND dollars and 5-7 years of their LIVES, to a decision they make THAT DAY. When they go through that, they need to know you give a fuck like a doctor has to give a fuck when you’re on a table bleeding to death.
I honestly can’t WAIT to call my customers in the snow and hear how awesome their cars are in the snow compared to the last one.
To hear how yes. Their car IS still running great and how helpful this has been for the family. How YES they are happy still and don’t need another one. Because the minute they aren’t happy with it, they will be waiting for my call to say;
NO! This vehicle is no longer good enough”, I can get them a new one right away.
I think if there is any kind of advantage, it’s not the words, or that I’m smarter, or that I have some kind of “gift”. I’m just an average guy that’s stressing more, because I really worry about how happy my customers are……. And I think my guests can sense that? Maybe it’s just a little extra openness and letting them know I really actually want them to be happy, because you can appreciate the money they are spending, and understand it’s not about the profit, or the payment, it’s not about how much they want to see for their trade in.
It’s about you GETTING, that this is a huge decision for them, and it’s just your day job. But that if you actually give a fuck, they might pick up on that.