In 1985, as a recent graduate fresh from a small midwestern liberal arts college with a major in biology, it became urgent that I find a good job that paid well. Biology didn’t quite pan out. I landed a sales position at a Porsche Audi Volkswagen dealership in Las Vegas, Nevada. On day one, my manager handed me a lock box key, gestured to the doors and said, “new cars are out that way and the used are on the other side.” “I’d get my a$$ in gear if I was you!” That’s how I learned the stakes of sales. If you didn’t respond or hustle and act swiftly in sales, it was almost always a ticket out of our business. The thrill of the sale ignited a passion in me! In our performance-driven industry, urgency is a virtue. Sadly, it seems to be dwindling these days.

In my 22-year journey as an agent, and now a proud Partner in Vanguard Dealer Services, I’ve had the privilege of witnessing sales across diverse dealerships from to big and small franchised, independent, powersports, marine and RV dealerships. Often, I find salespeople lax in greeting customers or even acknowledging their presence. The initial engagement lacks energy and enthusiasm. There just isn’t a sense of urgency for that professional salesperson to greet customers promptly or properly. It often gets worse from there. Customers are quickly ushered into cubicles for a barrage of CRM-related questions, rather than experiencing the excitement about the product first. Processes are protracted with long waits for appraisal, endless negotiations, and delays in consulting with F&I professionals. While it’s really easy and tempting to blame the salespeople, the problem is often systemic.

Let’s examine it a little further. We know from every industry polling source that modern consumers prioritize speed and value transparency in all types of purchases. An outdated dealer website, stagnant listings, or unattended customer inquiries signal there is a glaring lack of urgency. Failing to reconnect with prospects or follow through with customers and asking for testimonials and/or referrals further amplifies the deficit and lack of urgency. Making a customer wait to speak with an F&I professional more than a few minutes or a lengthy wait for a lender approval emphasizes the lack of urgency.

Central offices that delay vehicle registrations or title work and service departments that keep customers in limbo, both reflect this lack of promptness and urgency. For example, an advisor who offers a repair quote without promptly scheduling it similarly suggests an absence of urgency in keeping technicians engaged. When a service advisor quotes an alternator replacement and then doesn’t quickly move to scheduling the job with the customer, it demonstrates there is no sense of urgency to keep our technicians busy.

So, why this rampant lack of urgency? I contend it’s rooted in the dealership’s core beliefs and can be remedied. Dealers must ask, "Do we truly value our customers? Are we offering the best experience possible?" It’s inconceivable that customers would tolerate subpar sales or service experiences if we wouldn’t. Upholding these core beliefs demands urgency. At Vanguard Dealer Services, we emphasize and believe strongly in urgency as we help dealerships navigate through demanding times. Our team embodies urgency and professionalism and imbues these values in your personnel.

Don’t wait or hesitate. Contact us now before, just like Elvis, urgency has left your building.

Rob Miller can be reached at rmiller@sautomotive.com or through LinkedIn.