By: Automotive News
AutoDealer Monthly
I have been to Atlantic City many times. I have conducted seminars there, spoken at conferences and consulted nearby dealers. It isn’t the nicest part of New Jersey, and it sure ain’t Las Vegas. Unlike Vegas, where the airport is a stone’s throw from the Strip, the closest major airport is in Philadelphia. The streets and sidewalks around the casinos are nice enough, but you wouldn’t want to stray too far from the bright lights. The surrounding blocks are seedy, dirty and crime-ridden. It’s the kind of place that makes you feel like taking a long, hot shower after each visit.
The Borgata and the Revel were the only hotel-casinos where the Alpha Dawg would rest his head, and the Revel closed its doors over the summer. So did the Trump Plaza and the Showboat, and half of A.C.’s big gaming venues could be shuttered this time next year.
As anyone who has visited Atlantic City knows, with a few notable exceptions, customer service is notoriously poor. They don’t care and it shows. Aside from generating tax dollars, the casino owners appear to have done little to reinvest in their city. They allowed their properties to deteriorate and their neighborhoods to decline.
When Indian casinos started popping up all over the Northeast, gamblers left Atlantic City in droves. Now it’s on its way to becoming America’s largest ghost town.
Dealers, take heed. This applies to you. Competition is increasing, and some of you don’t seem to be paying attention.
I have visited thousands of dealerships over the previous 28 years. Frankly, I am ashamed to set foot in some stores. Even with all the latest factory-mandated renovations, some of your showrooms look like pig pens. Yes, I am a dealer advocate, but some dealerships are a disgrace to the rest of us.
Don’t get me wrong. I despise the manufacturer programs that make every dealer adhere to identical, cookie-cutter models. Those factory stiffs who think uniformity sells cars and trucks are idiots. No manufacturer should dictate the sights and smells that greet your customers. It should be up to the dealer. But many of your dealerships need a serious housecleaning, and some much more than that.
Clean up your showrooms and properties. Take a serious look at your conference and training rooms. Repave your lots and fix the lighting.
How many outdated materials are thrown in corners and stacked against the wall? Display and take pride in your inventory. Make your staff dress and look presentable. Some of your older employees look like bums. Some of your younger ones are displaying too many piercings and too much body art. And they’re all constantly texting. Enough!
This is a people business. Put that damn phone down and pay attention. True professionals come to work well-groomed and dressed for success with a winning attitude.
Resource:
The Wolf of Walmart
The Wolf of Walmart
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