I recently had an experience at my store about a girl trying to buy a car. She came in to our store and had all the typical defensive walls up. She seemed to be very cautious and deliberate with almost every action and word she said. It just seemed as if she was nervous and intimidated with coming to a car dealership on her own. But little did we know, she had a plan and was prepared to "do battle" with us when it came time to discuss the…

I had the great pleasure of being part of the AutoCON team this year for the first annual event. It was held at the Aria hotel and casino in Las Vegas earlier this September. During the conference, I was able to see all my automotive…

I want to touch on something I'm starting to see in my dealership. Just a quick summary, I work in a "negotiation-free" store where we display upfront pricing and make buying easier. With that comes some other changes in our culture; sales not paid on gross profit but units, and the way we hire…

Many months ago I hired a BDC rep who proved to be one of the best I've ever had. Her name is Trish Keller, and is a dE member. She possessed very good writing and communication skills, a great personality, and excellent phone skills. But that later changed when she was plagued by something unforeseen and debilitating.

You see, Trish had woken up one day, before we ever met, with a tingling sensation in her left arm. The next day it was completely numb. She since had multiple…