Replies to This Discussion

Permalink Reply by Richard Emmons on August 15, 2010 at 4:30pm

This is so true! At the same time all fact. At some stores! But it was not always that way and not at all stores.
I was one of the fortunate ones. Started in the car buisness in the 1980's at a store, Queen City Toyota in Manchester NH. The people that hired me, Jim Lurvy, GSM and John Clement, GM, never yelled and screamed. They taught us all how to be successful, not just at the store, but we all joined our familys together on weekends hunting, fishing, boating or just for dinner. It was more like a big family. We had split shifts and a desk partner so when it was our morning, afternoon or day off, we were covered and were able to enjoy our home and family life. Not only our desk partner covered but the entire store did. We were never concerned about split deals or skating. That was only stories we did hear from the other stores. When we were slow, there was training and not just from managers but we all took a turn. The dealership also sent us to Dale Carnegie, Jackie Cooper and Tommy Stuker training.(several more) These efforts kept us sharp and on track. I feel very fortunate to have started there and still am in touch with several of my friends from there for over 25 years. My 1st boss had dinner at my house last month along with the leasing manager, Peter Bond and the finance manager, Mike Thornhill, salespeople's spouse Paula Jessamine and a good friend, Bruce Wernet. Almost 30 years have passed and due to that store hiring us good people and the character of their people, we are still friends through thick and thin. I remember the good times at the dealership. Do You?

Permalink Reply by Joe Taylor on August 15, 2010 at 4:47pm

It is all too often true that the very people who could become our most successful associates are "kicked to the curb," rather than being provided with the training, mentoring and nurture they need as new members of our industry.

Permalink Reply by Craig Lockerd on August 15, 2010 at 4:53pm

That's right Joe...give them some tools, some time and some patience,who knows what may happen...

Joe Taylor said:

It is all too often true that the very people who could become our most successful associates are "kicked to the curb," rather than being provided with the training, mentoring and nurture they need as new members of our industry.

Permalink Reply by Craig Lockerd on August 15, 2010 at 4:54pm

I sure do Rick,all my "Mentors" always seemed to have a lesson to teach,everything was for a reason....yes there has always been EGO.....but also teaching,how to do everything....these people are out there,how can we attract and keep them?

Richard Emmons said:

This is so true! At the same time all fact. At some stores! But it was not always that way and not at all stores.
I was one of the fortunate ones. Started in the car buisness in the 1980's at a store, Queen City Toyota in Manchester NH. The people that hired me, Jim Lurvy, GSM and John Clement, GM, never yelled and screamed. They taught us all how to be successful, not just at the store, but we all joined our familys together on weekends hunting, fishing, boating or just for dinner. It was more like a big family. We had split shifts and a desk partner so when it was our morning, afternoon or day off, we were covered and were able to enjoy our home and family life. Not only our desk partner covered but the entire store did. We were never concerned about split deals or skating. That was only stories we did hear from the other stores. When we were slow, there was training and not just from managers but we all took a turn. The dealership also sent us to Dale Carnegie, Jackie Cooper and Tommy Stuker training.(several more) These efforts kept us sharp and on track. I feel very fortunate to have started there and still am in touch with several of my friends from there for over 25 years. My 1st boss had dinner at my house last month along with the leasing manager, Peter Bond and the finance manager, Mike Thornhill, salespeople's spouse Paula Jessamine and a good friend, Bruce Wernet. Almost 30 years have passed and due to that store hiring us good people and the character of their people, we are still friends through thick and thin. I remember the good times at the dealership. Do You?

Permalink Reply by Wendell Hardy on August 24, 2010 at 12:09am

I think this is by far the biggest problem in our industry. People of ALL backgrounds walk into our "world" everyday. It just comes down to timing. Follow me for a second here. Dealerships will run an ad for "people" and will have no plan when it comes to the applicants that walk in. Most managers are working deals,putting out fires, or dealing with some kind of "heat". So what happens when "Johnnie superstar" walks in? He/she gets thrown an application and told, "FILL THIS OUT and when I get a minute I'll go over the position with you". SAD, But true...Back to the "TIMING" part..It's a crap shoot if the manager is busy or not. If the store is "dead" then the manager will approach this potential employee differently. So it's a "crap shoot!"
It's late, and I like the topic, so allow me to share MY story please.
I have NEVER had a job that paid me an hourly wage...NEVER! I started selling ads in magazines when I was 19. I worked my way up the "ladder" inside of two years. Seven years later, with wife and child, we moved to Orlando due to my brother-in-law being very ill. Long story short, I spent our last $1600 renting a condo, and packing the fridge. My wife picked up a newspaper, and I went "job surfing." It didn't take long..I had 3 interviews lined up by lunch to run a telemarketing office. So here we go, suit up, dressed and pressed..But DEPRESSED!! I hated what I did, but I was going to support my family. So as I was walking out the door to my 1st interview, my wife looked at me..AND JUST KNEW! She said softly, as she kissed me on the cheek, "if we are going to start fresh...THEN LET'S START FRESH! Wendell, you would be one helluva car salesman! Why not try that?" Stunned, I walked back into the house and opened the paper again. 100k yearly, demo, health, paid vacations. I WAS STOKED!! I called the guy listed, and to my surprise, he said come on down and let's talk. I felt SPECIAL..I've never sold a car, and this guy wants to talk to me now!!?? I was pumped up..I must have done one helluva job on the phone interview for this professional to want to talk to me NOW! I jumped in the car and drove straight to the dealership and was met with open arms at the door. Little did I know, that I was a part of the "flooding of the floor!" I went through the interview and was hired on the spot. Here is what kept me in the car business and prepped me for what I was going to have to deal with. I was in a class room for 5 days..role playing, interacting with the other "potential" employees, walk around techniques, and so on. Long story endless, when I walked out of that room, I WAS READY AND PUMPED!! I had passed the test and was HIRED! My wife was SO proud. ----My point---If I had been thrown an application, sat in a showroom watching product knowledge videos, and then have to "shadow" some crusty person that is pissed about me being there, I WOULDN'T BE IN THE CAR BUSINESS TODAY!
I have been in this business for 20 years, and worked my way through EVERY chair. I bought my 1st dealership in 2005 and my family has lived a very blessed life due to this business.
The next person that a salesmanager "throws" an application to...Could be your next SUPERSTAR! It ALL starts with the person walking into the dealership for a position, "buying in" and feeling special! My managers will NEVER hire and train a "greenpea" as long as I have a say so. That needs to be left to folks that are going to do nothing but focus on the future of everyone that wants to be in our business. AutoMax is a company that I have used and refer to all of my dealer friends. Again..If it wasn't for the AutoMax of the world, I have no idea what I would be doing now! God Bless America and the car business!! Sorry for the long post...but ALL IS TRUE!! Wendell Hardy

Permalink Reply by Craig Lockerd on August 24, 2010 at 7:26am

Thank you Wendell....wonderful story my friend and nailed the "point" of all this

Wendell Hardy said:

I think this is by far the biggest problem in our industry. People of ALL backgrounds walk into our "world" everyday. It just comes down to timing. Follow me for a second here. Dealerships will run an ad for "people" and will have no plan when it comes to the applicants that walk in. Most managers are working deals,putting out fires, or dealing with some kind of "heat". So what happens when "Johnnie superstar" walks in? He/she gets thrown an application and told, "FILL THIS OUT and when I get a minute I'll go over the position with you". SAD, But true...Back to the "TIMING" part..It's a crap shoot if the manager is busy or not. If the store is "dead" then the manager will approach this potential employee differently. So it's a "crap shoot!"
It's late, and I like the topic, so allow me to share MY story please.
I have NEVER had a job that paid me an hourly wage...NEVER! I started selling ads in magazines when I was 19. I worked my way up the "ladder" inside of two years. Seven years later, with wife and child, we moved to Orlando due to my brother-in-law being very ill. Long story short, I spent our last $1600 renting a condo, and packing the fridge. My wife picked up a newspaper, and I went "job surfing." It didn't take long..I had 3 interviews lined up by lunch to run a telemarketing office. So here we go, suit up, dressed and pressed..But DEPRESSED!! I hated what I did, but I was going to support my family. So as I was walking out the door to my 1st interview, my wife looked at me..AND JUST KNEW! She said softly, as she kissed me on the cheek, "if we are going to start fresh...THEN LET'S START FRESH! Wendell, you would be one helluva car salesman! Why not try that?" Stunned, I walked back into the house and opened the paper again. 100k yearly, demo, health, paid vacations. I WAS STOKED!! I called the guy listed, and to my surprise, he said come on down and let's talk. I felt SPECIAL..I've never sold a car, and this guy wants to talk to me now!!?? I was pumped up..I must have done one helluva job on the phone interview for this professional to want to talk to me NOW! I jumped in the car and drove straight to the dealership and was met with open arms at the door. Little did I know, that I was a part of the "flooding of the floor!" I went through the interview and was hired on the spot. Here is what kept me in the car business and prepped me for what I was going to have to deal with. I was in a class room for 5 days..role playing, interacting with the other "potential" employees, walk around techniques, and so on. Long story endless, when I walked out of that room, I WAS READY AND PUMPED!! I had passed the test and was HIRED! My wife was SO proud. ----My point---If I had been thrown an application, sat in a showroom watching product knowledge videos, and then have to "shadow" some crusty person that is pissed about me being there, I WOULDN'T BE IN THE CAR BUSINESS TODAY!
I have been in this business for 20 years, and worked my way through EVERY chair. I bought my 1st dealership in 2005 and my family has lived a very blessed life due to this business.
The next person that a salesmanager "throws" an application to...Could be your next SUPERSTAR! It ALL starts with the person walking into the dealership for a position, "buying in" and feeling special! My managers will NEVER hire and train a "greenpea" as long as I have a say so. That needs to be left to folks that are going to do nothing but focus on the future of everyone that wants to be in our business. AutoMax is a company that I have used and refer to all of my dealer friends. Again..If it wasn't for the AutoMax of the world, I have no idea what I would be doing now! God Bless America and the car business!! Sorry for the long post...but ALL IS TRUE!! Wendell Hardy

Permalink Reply by Tim Pendergast on September 10, 2010 at 1:16pm

If you run a successful showroom with a good atmosphere and are finding ways to make deals, you can attract salespeople. Our little ole lease here pay here lot is selling 70 to 85 a month in Hickory NC. I have salespeople call me everyday from the Big stores looking for work. We are open 9:30 to 6:30 Monday thru Friday and 9 to 4 on Saturdays. Demo's for salespeople, ongoing training, and Managers desk is in middle of showroom. No tower Just a desk like everyone else. Customers like it because they hear me talk to salespeople and I hear customers objections..

We also take major holidays off. Labor day we closed Saturday, and Monday. All our people had a three day weekend and we have delivered 17 cars so far this week. You need to offer something different to attract quality people. Long hours and no time off do not motivate people to work in this industry anymore. I would rather have a rested and happy sales force than, a tired and worn out crew.

Offer incentives and reward them for job's well done, And let them have time to enjoy their money! All the money in the world is no good if you can not enjoy it. If the dealer and GM are out on their boats or in St Thomas during a holiday, but they expand hours for everyone else how do they expect to have a happy and motivated crew.... Never understood that logic!

Permalink Reply by Craig Lockerd on September 10, 2010 at 2:22pm

Treat your internal clients like your external clients????...novel idea! Good stuff Tim

Tim Pendergast said:

If you run a successful showroom with a good atmosphere and are finding ways to make deals, you can attract salespeople. Our little ole lease here pay here lot is selling 70 to 85 a month in Hickory NC. I have salespeople call me everyday from the Big stores looking for work. We are open 9:30 to 6:30 Monday thru Friday and 9 to 4 on Saturdays. Demo's for salespeople, ongoing training, and Managers desk is in middle of showroom. No tower Just a desk like everyone else. Customers like it because they hear me talk to salespeople and I hear customers objections..

We also take major holidays off. Labor day we closed Saturday, and Monday. All our people had a three day weekend and we have delivered 17 cars so far this week. You need to offer something different to attract quality people. Long hours and no time off do not motivate people to work in this industry anymore. I would rather have a rested and happy sales force than, a tired and worn out crew.

Offer incentives and reward them for job's well done, And let them have time to enjoy their money! All the money in the world is no good if you can not enjoy it. If the dealer and GM are out on their boats or in St Thomas during a holiday, but they expand hours for everyone else how do they expect to have a happy and motivated crew.... Never understood that logic!

Permalink Reply by Tim Pendergast on September 10, 2010 at 2:24pm

I know imagine that.....Hey and it works too....

Permalink Reply by Craig Lockerd on September 10, 2010 at 2:45pm

soooo....lets pin point the issue...Greed?....Cause its always been done that way?...what?

Tim Pendergast said:

I know imagine that.....Hey and it works too....

Permalink Reply by Tim Pendergast on September 10, 2010 at 3:12pm

I think part of it is dealers are so worried they might lose those few deals to their competitors if they close early or holiday's etc. With the return on investment nowadays I can understand that But, why not rotate managers and salespeople for those Holiday events. Run half staff or 3/4.

The other part of this problem are the factories! Every major holiday is a new Tent event or summer blowout or some other kind of once only event. So the factories load up the national ads and it forces the dealers to stay open.

My point is if the nuts and bolts of the dealership have to pump out these hours, why cant some of the wrenches (owners and Gm's) pitch in and help out. To be fair I know some will, but most do not.

Think back to all the ball games, recitals, music shows etc we have all missed for the sake of the deal. Would it really have hurt the days sales to let someone slip out a fews hours early to see their kids games etc.

Yes the hours are long and we all know that and most of us will keep doing it if that is what it takes.

But when all of us old school guys and gals have had enough, is there going to be enough talent to fill our shoes. Not college talent, but real down to earth street smart sharp as a tack salespeople and managers!

In the last two years a lot of talented people have left this business! People who put in years and were great CAR people. Just wonder if maybe we should try and focus some of our recruiting on trying to lure them back.

I don't have the perfect answer, it is retail and retail works when the general public is off. Just think we could try and be a little more flexible and be mindful that all employees have lives outside of XYZ motors.



Craig Lockerd said:

soooo....lets pin point the issue...Greed?....Cause its always been done that way?...what?

Tim Pendergast said:

I know imagine that.....Hey and it works too....

Permalink Reply by Richard Emmons on September 10, 2010 at 5:09pm

Greed or desperate? Go's several ways most dealerships do the same thing "Big push at the end of the month" Than blame the salespeople and the managers the 1st of the month for low productivity. The owners and GM's drop in from time to time to stir things up, stare at the delivery board and shake there head. Seems like to me mid range dealers and superstores are usually run by ego and greed driven. Smaller or mom and pop stores are where you usually see the owners are working like the managers. I think it has always been like that.
I have seen it happen many times that a decent store hires a greedy bull headed know it all blame master GM or GSM they bring in there underlings from the last store they destroyed and together they can wreck a decent store in no time! On the other hand a good hearted hard working talented GM GSM or manager will have to work real hard to win over the store and takes a long time to rebuild. The point! one manager can ruin a good store in 6 months. One manager replacing that bad one will take 6 months just to rebuild what the last one destroyed. It is an endless circle all caused by two things Desperation or Greed.

The part that kills salespeople retention is that they with out knowing are in the middle of all these changes and instability. Thus leading to fear "the # 1 thing that destroys a salesperson."

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