Are F Bombs Exploding On Your Showroom Floor?

 

 

 

I’m not really sure when the first time was that I heard somebody curse or that I even knew that it was a curse word at the time. I assume the first time I probably cursed myself was sometime in my teens, all the knuckleheads I hung around with did so of course I didn’t want to be odd man out… thats when it all began.

Nobody cussed on TV and none of the movies I was allowed to go see had any cussing in them, can’t recall hearing either one of my parents cuss, well maybe if my dad got home real late from a “meeting.”

Locker rooms were a perfect place for cussing, coaches, players, it was manly to curse, and the more blatant the word used at the right time in the exact right part of a sentence with the exact right tonality became an art form, of sorts.

Then I went to college, well sort of went to college as I recall. It’s a bit of a foggy part of my life that we may discuss on future post but I know we cussed a lot there.

Then I got into the car business, I started in the wash bay working with an old guy that I can clearly remember two things about, he had stubs for fingers due to working at a stamping plant for years and man could he cuss, he gave me an entire new repertoire of words and usage. Next, I worked in the body shop and those guys liked to sneak a nip during the day, that mixed with the paint fumes made for some real colorful conversations. Next stop was the service department as a service writer, surrounded by tech’s in a big garage with high ceilings and lots of echo, made a great place to cuss and have the words amplify throughout the garage, EVERYBODY got to hear those, customers included.

Taking a guess at total number of times I have cussed in my 60 years, 40 of which have been in the car business, 10,000 plus (sounds like Wilt Chamberlin in regard to another matter…whoa!).

Then there was the sales department, but ,aaybe it was just the time period and it doesn’t happen anymore on showroom floors….HA! It was so out of hand one manager called himself “Jim Joesph Andrew Mother ****ing Boni” really, no ***t!

I never thought much about it, I never cussed in front of a customer but I also didn’t really take any notice of who may be around me and over hear what I was saying or the “conversation” that was taking place between me and other salespeople.

The General Manager at one store I sold at would actually walk past my office when I was with a customer, drop his pants, and moon me while I was working a deal!

My first management position in a big city dealership was a complete cussin bonanza! Fifteen managers, 40 salespeople and with the possible exception of one salesperson who was a part time minister, there wasn’t a sentence spoken about any subject at anytime that somebody didn’t drop one of the & words you can’t say on TV **it, *iss, **ck, **nt, ****sucker, mothe****er, and **ts  Figure it out…

The meetings were classic in terms of cussing, degrading, intimidation and flat out F bomb festivals, not dissimilar to a Glengarry Glen Ross Meeting

Blake: What’s the problem, pal?

Dave Moss: You -  [correcting him]

Dave Moss: Moss. You’re such a hero, you’re so rich, how come you’re coming down here wasting your time with such a bunch of bums?

Blake: You see this watch? You see this watch?

Dave Moss: Yeah.

Blake: That watch costs more than you car. I made $970,000 last year. How much you make? You see pal, that’s who I am, and you’re nothing. Nice guy? I don’t give a **it. Good father? **ck you! Go home and play with your kids. You wanna work here – close! You think this is abuse? You think this is abuse, you ****sucker? You can’t take this, how can you take the abuse you get on a sit? You don’t like it, leave.

Blake: You got leads. Mitch & Murray paid good money. Get their names to sell them. You can’t close the leads you’re given, you can’t close **it, *you are* **it, hit the bricks pal, and beat it, ’cause you are going *out*.

Shelley Levene: The leads are weak.

Blake: “The leads are weak.” The ****ing leads are weak? You’re weak. I’ve been in this business fifteen years…

Dave Moss: What’s your name?

Blake: ***k you. That’s my name.  [Moss laughs]

Blake: You know why, mister? ‘Cause you drove a Hyundai to get here tonight, I drove an eighty thousand dollar BMW. *That’s* my name.

I’m motivated now, how about you?

We actually had customers call and complain and they were told to **** off.

Well Craig those were the “old days” that doesn’t happen anymore in our industry… BULL****! I have 27 trainers that travel the country each week that will tell you differently, mom and pop stores, publically traded operations, it’s still everywhere and it’s a problem and big one at that.

CUSTOMERS HEAR US!!!!!!!!!

Most everything we do because of what we have done in the past has been regulated by the government, do they need to actually come in and regulate the language that we use at the dealership now as well for it to change?

It’s uncomfortable for both your internal and external customers, both customers AND employees. Do you wonder why you have turnover? I’ll bet that some of it is based on both the cussing and the culture at your store, no wonder why you can’t or don’t hire female salespeople!

Well Craig nobody seems to have an issue with it at my dealership… really? Come on man, if that’s even close to being true then you probably are the worst offender and that is a dealership my family isn’t going to come to  buy a car from, and I certainly don’t want to work there.

About 12 years ago in the early years of AutoMax Recruiting and Training I can remember vividly doing a recruiting/training campaign at a dealership, I sat down with the GM to make sure we were on the same page, what he was looking for, HR policies, training etc. and I mentioned I needed a room to interview applicants in with a closed door. He said he didn’t have one other than his office, so I proceeded to ask him for his to use which he promptly replied **** you. This guy truly could not under any circumstance go one sentence without using the f word at least once and loudly as well.

Well, I begin to interview people on the showroom floor, him in his office on the phone or “talking” to salespeople about a deal and every 2 minutes INCOMING F BOMB! And each time that echoed through the showroom my applicant would flinch like they just got punched in the arm.

After about 5 of those I moved my “interview room” into a van on the showroom.

We all get so ***sed off about how people perceive our business, yet we do little to change it unless it’s regulated… come on man!

Ok, Craig, you’re right, maybe it is an issue at my store, how do I stop it?

Cuss jar? Somebody cusses and they throw $10 bucks in the jar and we have a HUGE party at the end of the month? Ummm, no, doesn’t work, people just walk in, stuff a $10 in the jar, and let loose. Heck the money from that jar could take care of your ad budget for the following month.

Want to really make this change in your dealerships culture? You may need to shock them, and I mean really shock them.

Let’s say you rarely cuss, if at all, take all your employees into a meeting and cuss up a storm, I mean really let loose…check with your HR department before executing this move. Your people hearing those words coming out of your mouth just might re set the tone for the dealership, followed up of course with how inappropriate it is and you will not tolerate it from this moment on, PERIOD!

When I bring on new trainers to AutoMax the very first thing I do is write several four letter words on a white board and ask each person to use that word in a sentence, they all look at me weird, and it’s uncomfortable for most.

When they all have finished I tell them that is the very last time those words will be spoken during the training and that is their only warning. I also tell them that no matter how much they hear a person cuss at a dealership that they are recruiting and training at, do NOT get involved in that language, even if they are cussing up a storm.

That too far outside your comfort zone, then make it a policy and fire the very first offender no matter who it is, the higher up the dealership food chain the better.

Need another movie example?

Boiler Room

Jim Young: They say money can’t buy happiness? Look at the ****ing smile on my face. Ear to ear, baby.

Jim Young: Anybody who tells you money is the root of all evil doesn’t ****ing have any.

Or take any movie ever made about the car biz and it’s littered with every foul word known to man, you guys really want it to be like this?

Look, I am FAR from perfect in regard to this matter, I hook one into the woods, miss a 3 foot putt, drop something on my foot or have somebody screw something up for the fifth time and I can still cut loose with one for sure, but I am ever cognizant of what I say, how I use the vocabulary I now have, shouldn’t we all?

Our employees and customers deserve better, let’s give to them.

Views: 177

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Comment by Craig Lockerd on March 30, 2014 at 12:31pm

That my friend Tom would most certainly be a great start in my opinion...

Comment by Tom Hawkins on March 30, 2014 at 12:12pm
Solution? Gospel of Jesus Christ...
Comment by Craig Lockerd on March 30, 2014 at 11:29am

That's excellent news Dave!!!

Comment by David L Hoier on March 29, 2014 at 8:57pm

I'm happy to say that a lot of dealers have heeded your advice. Rarely have I experienced unprofessional language in the dealerships I work with. Our industry is becoming the professional environment that customers want and demand.

Comment by Craig Lockerd on October 11, 2012 at 9:57am

What's the fix everyone????

Comment by Bill Gasson on October 11, 2012 at 4:52am

Craig,

  Very true every where .

Comment by David L Hoier on October 9, 2012 at 6:07pm

I'm lucky enough to work with some great clients, but at least 30% need to be aware of the culture their creating.

Comment by Craig Lockerd on October 9, 2012 at 4:31pm

Great point David,out of the 40-45 dealerships you're at recruiting and training each year,what % would you say could improve in this area?

Comment by David L Hoier on October 9, 2012 at 4:24pm

I heard a long time ago that" you you show what you know when you open your mouth". If we want to change the publics perception of our industry, that we are professional salespeople not a bunch of "snakeoil pushers", then we have to be aware of professional rules of conduct.  Really, it just common sense. If you wouldn't want someone using F-bombs in front of your loved ones, why would you do someone elses?

Comment by Rod Thurley on October 8, 2012 at 4:01pm

"Would you agree Rod that a large % of the people you train leave dealerships due to a culture issue,rather than a money issue?" - ABSOLUTELY!!!!!! Culture issue???? More like Culture SHOCK! Many of the new recruits are floored but the culture of "Til they buy or die" attitude.  The days of MBI (Management by intimidation) are still alive and well in this industry, but the bottom line is, for retention purposes, THEY DON'T WORK! No one likes to be talked to like that, no one likes to work in an environment like that and it falls back on management. Just because you were a superstar on the sales floor, that doesn't make you a manager. The attitude of, they need to be "Thick skinned" doesn't cut it anymore. You have to manage, like a coach. You have to know what motivates "Tom" might not motivate "Fred" the same way. Coaches do this to get the most out of their players and GREAT managers do this to get the most out of their sales professionals. Getting to know your sales team is the fastest way to success. If sales spiffs aren't getting the team fired up, do individual spiffs. Ruth Chris' gift cards for the big eaters, Cabela's or Bass Pro Shop gift cards for the fisherman or hunters, Amazon gift cards for the readers and analytic sales folks who want to learn more, and the list goes on and on. Learn what motivates your sales staff and you'll sell like never before. Also, while I'm on my soapbox, Life in general is very negative, including many dealerships, including the front end, back end, fixed operations and the office staff.  People don't get excited about working in negative atmospheres so if you have one, FIX IT! They spend more time in the dealerships then most do at home, make it FUN and they will make more money! If they make more money, you will make more money! Life's too short to be in a career you don't enjoy, so make it a fun place to work and people will look forward to coming to work, everyday! Rod's Monday Rant is now over.....LOL!

Why Join DealerELITE?

Benefits of DealerELITE membership...

  • Access to exclusive content
  • Post your own content
  • Start your own group with your own members
  • Comment on existing content
  • Access to Careers section
  • Receive notifications on your favorite content
  • Follow members and their content
  • Participation in polls and contests
  • Make suggestions to dE creators
  • Personal assistance by dE creators
  • It's FREE!

TOP 5 Contributing Members This Week

1. Mike Elliott

Washington, DC, United States

2. IC. Collins

Midland, TX, United States

3. DealerELITE

Easton, PA, United States

4. Stan Sher

Cherry Hill, NJ, United States

5. Rebecca Kon

Maitland, FL, United States

Training Solutions

dE Social

Follow dealerELITE on Twitter
Join dE on LinkedIn

© 2014   Created by DealerELITE.

Badges  |  Report an Issue  |  Terms of Service