THSCC Forums

Well I see that you've heard about my new career path!

A lot of people have asked me, "What in the world made you choose to go into the car business? I've known you for years. In your jewelry store, you are such a good person, always so helpful, honest and not the type to pressure anyone. What were you thinking?"

The absolute number one reason that I chose to go into my new career though is simple. I felt in my heart that the competitive community needed me as their advocate. Many, actually most, sales people don't understand the wants and needs of auto racers. I still get comments like..."Oh yeah, I've raced too. I took my ? up to VIR once and really showed 'em. Or, oh yeah I took one of them ride alongs once, wooo I know I'd be good at that. I bet I could do it better than that ? fella on tv."

They just don't get it. They can't accept the fact that someone else might just know more about what they want than they do. That you more than likely already know what you want, what you want on it and what you don't. And if by chance you need to compare more than one vehicle, you want to do just that. Not go through the whole song and dance. You're there for a reason, not to just watch them try to convince you to buy what they want you to buy. I also knew that because of my own business experience coupled with being a competitor and a professional individual that I was the right one to be this person.

Do I also have the quotas to make that the others have? Absolutely. If I don't sell X number of vehicles this month, am I in the doghouse with my managers? Of course I am. But that's MY problem, not my customer's. I refuse to force someone to look at or purchase something they don't want or need. I refuse to make them sit there and watch me tap dance around them. I refuse to just wave at them through the office window while I'm on the phone with my friend and then ignore them. I refuse to yank them out of their car before they shut the engine off. Does this make me popular with or admired by my co-workers? No, of course it doesn't, but that's not why I'm there. Will I thoroughly enjoy the time that you spend with me? To no end. Will we have fun when we take out that car for you to test drive and make you smile while you're doing it? We definately will. I'm there because I want to be a BETTER job than they do. A better job than any other person in the car business. And the best job for the racing community whether they want a Pontiac or a Chevy or a Hummer.

Yes, I only financially benefit from a purchase from me at my dealership, Hendrick Pontiac Buick GMC. And do I need to meet my own financial responsibilities? We all do and I must do that.

But I benefit in every other way from a happy customer and a new or old friend with a smile on their face because of something that I did. And that's what I want too. The expectations put on me by my superiors as far quotas and such are realistic if I do my job in the way that makes me feel good and makes my customers happy and satisfied with their purchase and service.

I can't stand that "badger" commercial. It makes people think that there couldn't possibly be anyone out there like me. OK, there may be others, but do you know any of them personally? Do any of them know you personally?

As far as the sales and communication staff, we're taught to take care of our customers and guide them through their experience in nothing less than a positive way, NO exceptions. We're graded on how well we did and can receive nothing less than a perfect (extremely satisfied check mark) score on the questionaire (our report card) that is sent to everyone who purchases a vehicle from us. That score determines literally if we keep our job. They're expecially very strict about that here at Pontiac Buick GMC. I could have gone to any dealership from here to Greensboro, and I interviewed with many over several months, but I made the choice to go with Hendrick. Hendrick has the highest standards, the best training facilities, the best inventory ability and that's the only way for me.

(OK. I was originally supposed to go to Hendrick Chevrolet. They needed more good sales personnel and wanted me there. But I was much more impressed with Pontiac's team and felt I could do a much better job there and I truly believe in the products. I do own them.)

(JIM) I can't begin to imagine why you weren't given the service that is expected from all of us, so I don't want to just imagine. I hope you'll share with me what was not done to your expectations, and of course also what may have been done positively. I need your help to learn what our customers have experienced and would like to see different.

You all probably know that I am a perfectionist and hold myself to a very high standard, even higher than the standards that Hendrick demands. I would really appreciate this unique personal opportunity to hear about any of all of your experiences.

I'm not sure who has seen our Sierra since we got it. I have to admit I never pictured myself truly enjoying driving a truck, but I love it. The crew style cab is awesome. We can arrange it for anything we want to carry inside. When we travel, Winky's crate fits nicely on the 40 seat and our extra large rolling cooler fits on the floor next to her with the 60 seat folded up. We brought home an attic door box and all in the back floor space, as large as those are, in the rain. The seats fold up to leave a great space when you need it. It drives like a dream and is amazingly comfortable, especially on a long trip like the one between here and Topeka. Even with the new enclosed trailer it has great pick up. You barely notice it back there.

Please do me a great favor and let me hear about any experiences or anything that any of you might need or be looking for, whether that might be a vehicle, parts, service, a tow or whatever. I just want to learn from your experiences and help in anyway I can. It truly will help me do a better job and show these guys that a competitor and a professional can show them the right way to treat a customer, especially those of us who compete.

Feel free to PM or email me anytime. I am also available by cell 24/7. 919-641-3186

Thanks guys and gals,

Donna

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GO FOR IT! BELIEVE IN YOURSELF.