What happened to rolling the red carpet out for customers at dealerships ?

Years ago the managers met all the customers when entering the dealership . Everyone was offered something to drink . In many dealerships the kids got a coloring book or a balloon with a happy face on it . The new kind of training teaches us to hurry up and that customers don't want to waste time . Forget the long demo's and building value with that idea . A service walk is hardly done any more except in the better dealerships where it is required . We had product training every week to keep us sharp so we knew our product and customers felt comfortable talking to us because we knew what we are talking about . We had meetings every day and talked a lot about how to make it a great buying experience for the customers and what to do to make them happy . A lot of dealerships have gotten away from daily meetings . Seems like we had more rules we had to follow to insure things were getting done to make customers feel important . Every sales rep had there picture up on the wall showing how long they worked for the dealership .There was always some king of music playing to make customers relax . We understood how important it was to roll out the red carpet . It was more fun too and we all made money . Some of the old school ideas still work best , like rolling out the red carpet for customers .

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Comment by Fran Taylor on December 24, 2012 at 3:17pm: Sorry for the typo . I meant employees . Happy Holidays to all .

Comment by Fran Taylor on December 24, 2012 at 3:15pm: Thanks Bill and Pierre . They use to roll the red carpet out for emplywees as well . Pictures of all the sales reps out front . In the service dept I use to see the techs pictures and how many years they worked at the dealership . You never get hate mail for being nice to others .

Comment by Pierre Michel Bazire on December 24, 2012 at 2:39pm: I believe that most dealership take customers for granted that's all, and for that having a "formal" sales strategy regarding a true "positive customer experience", is just not a priority anymore.

Unfortunatly it will catch up with them faster than they can imagine.

Good post Fran.

Comment by Bill Gasson on December 24, 2012 at 12:54pm: Fran, Great reminder. Thanks

Comment by Fran Taylor on December 19, 2012 at 12:29pm: Great point again Lizelle . Some dealerships still do meetings with customers every month after the sale . They help them to know the car better , make there first oil change appointment , make sure they know the maintenance schedule and help them in any area . Food and drinks for all . Rolling the red carpet can be after the sale too . Thanks .

Comment by Lizelle Landino on December 19, 2012 at 11:50am: Fran! As you know I need no invite to make people think lol. I do know that I really wish we were able to see some more young, excited, driven sales guys on the floor. I have to add that this though that my own kids proves that I might be wrong!!… The huge drop and quality to business engagement might be caused by…. the one and only…….SMARTPHONE!! I don't enjoy teenagers and and don’t think I enjoy the sight of the smartphone ethical drop either.

Comment by Fran Taylor on December 19, 2012 at 9:59am: Lizelle your comment made me think . You are right on with that one my friend . Much appreciated .

Comment by Fran Taylor on December 18, 2012 at 4:18pm: Thanks everyone . When new care were coming out we had them covered like a grand opening . People would be all over the show room just to see them . There was food and good times for all . Where did the good times go ?

Comment by Bobby Compton on December 18, 2012 at 3:45pm: Love it!

I feel so very fortunate that I caught the tail end of the real deal old school car business. The environment alone as you point out - the offer of soft drinks, the buying frenzy inside the showroom that creates suspense and the idea that a real deal sales event is happening thus perceived as if the best deal of a lifetime is possible TODAY (NOW). The red carpet environment creates more deals without ever having to say a word!~

I don't mean to sound condescending, but I get a kick out of folks who knock the old school ways of selling cars, yet were either never successful at selling cars to begin with themselves, or never experienced the old school ways of of doing things that truly work, still do and always will.

You are spot on, Fran! I'm old school, new school and always going to school to be a GOOD student of our business...

I love the way you think my brother, you are a proven professional, one of the all time greats...

Happy Holidays and Merry Christmas my brother!~

Comment by Lizelle Landino on December 18, 2012 at 3:45pm: Red Carpet = too much effort and thinking therefor ellimination is what our work ethic will desire:-)

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