What is your dealership's personality?

Every dealership has a unique structure, culture, and atmosphere. In spending thousands of days in hundreds of dealerships, I can attest to that. Just walk into a showroom and observe what happens. You can even close your eyes and feel it! What is the energy level in the air? Now...look at the employee's faces? Even better...look at the customer's faces? Does it feel like a friendly place? In another words, do you think that the dealership appreciates you coming in?

These are the 4 Personality Types that I have identified that best describe the culture of an Automobile dealership....

#1 "Sharks in the water!"

Customers appear stressed. Salespeople are intense. Sales Managers are not approachable and are overlooking the showroom from behind a glass window or an elevated podium. The air feels thick in the showroom. You get the picture.

And they think...All they think about is how much they can make off of me!

#2 "Don't Bother me!"

Here, it is just a simple lack of empathy. The receptionist is not happy or engaging. Dealership employees walk buy you without acknowledging you. You do not feel appreciated as a customer. No one cares.

And they think...what do I need to do to get someone to help me?

#3 "Asleep at the wheel"

No one greets you. No one looks at you. In fact, there is no one to be seen anywhere. If someone does approach you, their energy level is low, and they seem dis-interested.

And they think...Is anybody home?

#4 "People are buying cars here!"

Salespeople walking with a purpose. Customers are smiling and laughing. There is a buzz of activity. You see smiles and handshakes.

And they think...This feels good...maybe we are buying a car today!

This is the "self-talk" that is going through your customer's minds in a matter of seconds?

Dealers spend a lot of money to drive showroom traffic just to have customers come in and experience something less than they should. So....What is your dealership's personality?

If it is not what you want...what needs to happen? What are you going to do to make it right?