When Common Sense Drives the Customer Experience Rather Than Experience Driving the Customer Process

What do you see in this picture? Thanks to experience, I see the "common sense" mistakes.

Unfortunately many people making decisions in our business today use common sense over experience. (Let alone consultation.) Selling automobiles is not like selling stocks. They can't be moved or traded with the click of a button.

I saw this vehicle while driving a few days ago and had to take the picture because what I saw spoke volumes.

What do I see?: A chrome plate frame advertising the store and not the brand and two rusty screws keeping it fastened to the vehicle.

Any professional in the car business knows that both of these details tell a story - even more than the temporary plate.

Few customers like badges or advertisement style plate frames - especially chrome ones. That's why few stores waste money on them.

As well, the rusty screws remind me that process means nothing without the right people to execute it.

No matter how intelligent the AI, no matter how accurate the data, if you don't have the right people or process, you're dead in the water.

Sorry to say but process still doesn't care about your feelings??

Check out my book Buy or Die:?https://amzn.to/3vKRGdI

or

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