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Our actions affect others
because everything is
interconnected. This applies to
dealerships more than ever.

Alas, Car Dealership Customers

Aren’t Always Right

If we better understand customer behavior,

we can better prepare ourselves for some of the pitfalls.

By Justin Gasman, Financial Services Director, McCaddon Cadillac Buick GMC

We all remember Stella Liebeck, right? The zation first, in addition to the amount of They do not pay attention when backing
Albuquerque woman spilled a cup of hot time that had passed, there was unfortu- out of a parking space. They are oblivious
coffee on herself, then sued the McDonalds nately nothing we were going to be able to when walking through a grocery store.
that sold it to her. do about this. They conduct loud cell-phone conversa-
tions in public areas. They keep texting
She set a precedent that we need to go I did tell him to remind the customer he and don’t move as the traffic light goes
out of our way to make sure everyone is still has some coverage left and that we’d from red to green. (And they get the horn
warned the contents might be hot. I am be happy to assist with anything in the fu- because we like on-time stuff.)
shaking my head and have my hand across ture.
my face. Picture the emoji. Actions have consequences. Everything
Another customer who recently bought a we think, say and do has consequences
In all seriousness, though, I have been vehicle from us co-signed for his son. They for ourselves and for others. Our actions
thinking a lot about personal account- both live in California. The son goes to spread out and affect others because ev-
ability. That is the belief that you are re- school in Colorado where my dealership is erything is interconnected.
sponsible for your own actions and con- located.
sequences. It’s a choice, a mindset and an This applies inside the dealership more
expression of integrity. The entire deal was done using the infor- now than ever.
mation provided by both father and son,
A service writer stopped by my office a few specifically the California address. It was You can have all the forms in the world,
weeks ago. He had a stack of papers in his on all the papers they filled out and they signed and disclosed in a car deal. Howev-
hands. He saw my desk covered in paper- also have a California driver’s licenses and er, you will never be able to eliminate the
work and forms as I was preparing a deal insurance. lack of attention to detail that exists in the
that was coming in shortly. world.
We did the whole deal and sent the pa-
He said, “Boy you look busy, but I know perwork to the father. He signs and then Knowing that people want what they want
you can do seven things at once.” I told his son signs. The deal gets funded. A few when they want it, and that most of the
him, “Lay it on me.” weeks afterwards, the father is upset be- time they are only giving you a part of
cause he finds out the car needs an inspec- their small attention makes it even more
Long story short: A customer had pur- tion and VIN verification that apparently important to try to outrun the contributo-
chased a 2011 Buick Enclave and also pur- can only be done in California. ry negligence of the consumer.
chased a service contract six years ago. He
ended up needing an engine five years ago. He tried to spin this around and make it Everyone wants power and freedom, yet
our fault for not asking more questions, as no one wants accountability. We won’t
He forgot he had the service contract. In- if we are mind readers. How about the fact ever change the consumer, but if we better
stead, he went to a different repair facility that he half-listened when we explained understand their behavior, we can better
and paid cash for the repair. Now, he was the deal. Now, somehow he was done this prepare ourselves for some of the pitfalls.
wondering how we can make a claim, or injustice. It evidently had nothing to do
if one could be made so he could get paid with a diminished attention span. Remember: The contents might be hot! n
back.
A lot of people have a “live-in-my-world”
I explained to the service writer that be- mindset.
cause of the requirement to have authori-

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