CGC Media & PSX Digital Introduce the rebrew of DealerCast 2.0 - Episode 3: Floor Coach

Hello, and welcome to dealer Cast two point oh, brought to you by CGC Media and exclusively sponsored by PSX Digital, a Moto X company. If

you want to consume more bruised or for more information, go to psxdigital dot com. Let's get this conversation started. Let's brew Hey, Hey, hey,

everyone, what's going on? Once again fre Lenard's Subprime Hero. This

is car Guy Coffee Podcast, CGC Media and we're presenting you dealer Cast two point oh, of course sponsored by p SX Digital and Moto i X.

And we got the man, the myth, the legend, the one, the only myth, an Bruce in the building. What's going on, my

friend? How you doing? What's happening? Brother? Probably a lot more

of probably a lot more myth than anything. Brother. I think the numbers

in this in the data tells it a little different story, my friend.

I've seen the stuff that you brought and then, yeah, the myth is there, but there's some real lessons there. You got to get the legendary

status exactly, legendary stats working on right down. I think we're moving there

quickly, my friend. And we appreciate you. I appreciate the show man

I'm excited, folks. Before we go anywhere, I need you all to

make sure you need to tag a car guy, tag a car gal, and share, Share, Share, Share Share, get this out there.

Let's make sure that we get some people in here. All the comments are

always welcome. We do have the first one that just popped in and says,

what up my peeps? Facebook user, Hey, type your name in

there. We're not sure who it is. I'll like to throw you a

shout out, but thanks for joining us. Share this out let people know

that we're going. We got some great information for you all. We've been

talking about some really great stuff. Stan Share, what's up? Stan?

Thank you so much, Brothers, thank you. Gotta love some stand dude

that is wild. He's always out there doing some stuff. He has been

around a while, definitely, and we appreciate you Stand. Thanks for your

viewership. I love all. I love my I love the old car people.

The old car people. Yeah, they've seen it, they know what

it's like. I've been seeing a lot of things these days, Larry,

where people joined the business in the last four or five years and they are experts all of us sudden and I'm like, do you don't even know at all. It's okay, Hey, I'm okay with that. I think that

it's all perspectives matter. They do and they bring in some great perspectives.

But Larry, we've seen some things, and I know you've seen some things too, and that's why this show is important, folks. We're not just

talking about what happened last four years. We know what's going on in automotive.

We've seen it. We know there's always shifts and there's changes, and

there's processes, but we also know there's technology today that really help us do what we did in the past, but at a better, better, better pace, and way easier. And I know Larry agrees with that. That's

why he's doing what he's doing with the business and building the products that he's building for the business, because he understands that sales managers and sells people need that assistance and we need to make sure we give to him good So what up, Larry? Ready, talk my friend, Let's go, let's talk

about it. Let's go tell me what you want to talk about, bro,

Let's get this convo going. It's a topic that I've gotten very serious

about for the last probably here maybe a little bit more, maybe a year and a half, but I think we will see this happen. We need

to see this happen. Is more and more dealers will start to higher and

have the position of floor manager. It actually splits, right, the position

of the sales manager, right, because we take the sales manager, we've split one part of we split one part of him off to the desk yep, and he became the desk manager. And then we never replaced the outside

part of that, and that's the floor manager. And as we see,

I continue to see close rates in the forties and even mid forty percent range of what comes on the floor. But you guys do still realize that leads

the majority that didn't close. Right, So while we have yeah, while

we're beating on our asked talking about how high we're closing, it's still not the majeelty. And you've heard me say this before. If the customers,

if the customer is visiting one point two stores, you don't want to be the point too. How do you know? How do you how do you

combat this in a in an age where the professional salesperson is declining. We

hate it. None of us want it to happen. None of us like

for it to happen, but we all know it is happening. We all

know that more and more people are coming into this industry or into the in the salespeople and not being trained well. Some of them are being trained and

not being trained well. Some of them aren't being trained at all, some

of them are. So what do you do? How do you get to

this point? And I think where you're going to end up is you got

to first of all realize that and I think everybody would agree with this, is that the four customers, the customers here want they are the most important customer period are none, doesn't matter, they're the most important. They're here,

they're giving us their time and or they came to us. Therefore we've

got to put equal effort into that customer. I agree. And so if

I'm given, if I'm having a guy greet that customer or up that customer, depending on what you want to call it, and he's been in the business a week, that guy's going to need help yeah oh yeah, open because the desk manager, he acts like he's got a chain, a ball and chain connected to that desk and flat ass will not get off of it for any I'm way too important right here. Somebody might have a deal.

Well, yeah, somebody does have a deal. He's out there on the

lot right now. That's a deal. One point too, you don't want

to be the point too. That four. Therefore, that is the deal

man. I can get really of it. I can get really animated about

this because I do not like the term desk manager. I don't like desk

managers that won't come off the desk and will not go help out a salesperson on the floor. I don't like it. Man, it is your job,

Larry, I couldn't agree more. And I think what happened was when

they came up with that name desk manager. It made them go, that's

where I'm always going to be. I'm not a film manager. No,

no, no, no no. And I love what you said there.

It's a stupid term. We shouldn't have called them ever a desk manager.

It made them do that. It made them feel like that they're entitled to

just now, you close it, you send somebody else, I'll send another salesperson in there. What does that do to the morale of the floor.

Crap? What is it due to the confidence of the people that are bringing

you the desk man. Think about it. If all you can do is

write okay, deal on a sheet of paper, we got a problem.

Then there's a whole host of reasons you don't want to be just a desk manager. But I think more and more often, as we're going to have

to put more emphasis on the floor and you're going to have a floor manager, another floor manager has got to be more than just a floor manager.

That really is your floor manager slash coach. And I really think I want

to change this term. Seem as though term seemed to drive a lot of

what we do. I want to change this term to floor coach. I

think, yeah, we're doing it already at ps X. We're going to

refer to that person as the floor coach. We're going to change everything we're

changing. We are already naming it in the system. This is the floor

coach. And the floor coach's job is a lot of times, even back

when I started, I was really OJT. I was on job training.

I think of us from our school, Yeah OJT, Yeah, we were all OJT and these guys are OJT too, But they need more help today than we did. The customers are much more armed they've got the interne they

expect a different level of salesperson. One year salespeople probably can't live up to

You've got to have that floor coach, I agree, in order to be able to not just help them out when they need a to O, but help them out when what their day should look like. How much outreach have

you done today? How are you done with your follow ups? Have you

completed? What are we what are you doing to get in a daily routine?

You should already have a daily routine. We have a daily routine at

PSX. We teach that's that works with the system. You should have a

daily routine in your store, and that daily routine should guide the new sales guys on what they do. The floor coach is there to help them,

coach on how they do it. Not what they do, but how they

do it. It's so frustrating to me to see dealers who hire salespeople or

hire managers. Rather, i'm sorry, hire managers. And the manager has

a process, and the manager goes and puts this process in. Then they

hire another manager who comes up puts another process in, and then another manager comes and puts another process in, and then you wonder why your sales people say, here's a new flavor of the month. Come on, man,

it should be your process, mister, get one and make it yours.

And whoever you hire is there to make your process work and improve it.

But they're not there to completely change the damn process. That's right, man,

I tell you you are hitting it on the This is a really important set, folks. I want to again remind you if some team members out

there, some leaders out there to share this out, let them know to come watch this because we're talking about a really great subject here. Folks.

How are you coaching your team? Do you have floor managers or do you

have floor coaches? Now? I love the new terminology you're talking about.

He is completely shifted everywhere. Floor coach because the words matter, Just like

I talked about desk when they do on somebody and made them sit there.

But if you call them a floor coach, man, does that feel good?

That's something that you get to help people. That's what as coaches do.

They coach people through things, right, they help them get better, not just the all the way to the end. So that buzzer sounds right

and to the point where it makes a difference and here's real quick. We

had somebody just join us, folks. We have the one, the only,

mister Jeff Loose. What's going on? My friend up everybody? Sorry

I had the wrong link. Glad to be here. No, I'm glad

you're here too, my friend. Great to have you here. I'm gonna

get you up on top with me with the two legends up there going at it right now. Man, I don't know about that. We're talking about

a great product. We're talking about a great idea here that you guys have

implemented your business, the floor coach, and I definitely love the idea.

I think it's great. I love the change of the name, because if

you're going to change you a desk manager, why not change your whole terminology you folks nationwide, You don't have to call your people sales managers, desk managers, floor managers. You could call them what you want to call them.

But I know they're all coaches, the desk manager, the desk coach.

If you that the desk coach is helping you with negotiation, that's his job. His job is there to help negotiation, help you learn negotiation,

help you make your negotiations better with the customer, more customer and more customer focus. That's their job. They're there to coach you. The floor coach

is there to help you. Coach the floor how what should your day look

like? How can I coach you on a better day, a more productive

day. We're changing in our company. We're changing our company. We're not

going to have success managers anymore, or so say you're going to have success coaches. I love this. It's time to stop this nonsense of that if

I'm not here to manage you, to do wrote a task, manage you, I'm here to coach you on what it takes to be successful in my dealership, in my business, and what it takes for you to move up and make the business successful in yourself successful. That's right, you know.

Even Brian or yeah, he knows us up and he says, such a great term. And Brian, dude, take that with you. Man,

pass it a man, steal it. They take it with you, you

know, and it's it's big. It changes the way it goes. They

have a great culture over there. I love they got it's Valley High Toyota.

They kick butt, they have fun at work. They got great leadership

there. But man, when you change that term, Brian, it makes

a difference. Even so, yeah, even if your floor managers are doing

what floor floora coaches are supposed to be doing, you change the name and it'll make sure that everyone knows what they do. Now, it's a big

culture. I love this. I love what we're talking about. Her culture

shifts are huge and words make all the difference. Words do make words do

manager, And I will tell you right now, don't get confused. And

to me, a floor coach is like a college football coach man I agree.

That's let's be real. They're not here. They're not here to be

your friend. They're not here to hold your hand, they're not here to

make you feel good. That's not their job. Their job is to coach

you on how you do your job the best way and make sure you do your job. Belichick said it best do your job, Just do your job,

and they're there to help you understand what that job is and to coach you through getting that job done. But just because your floor coach gets a

little animated with you and as you and maybe raises his voice a bit or her voice a bit because you didn't do something, don't get all that don't get your feelings hurt. That's a coach's job. That's a part of it.

And I think we got to go to do. I really want to

get in it, really want to get into some of that culture, because we're trying to change a lot of culture at ps X in the deadership to coach, But there's some culture that just doesn't stop and that is Look, we're not it's a job when you walk into the door. It is not

the company's job to make you feel good. M right, that's not what

they're there. Yeah, you feel good win and being successful having fun while

you're there, You're right. Just yeah, so you know, want to

divorce those two things. Feeling good and being coached are not the same thing.

Yeah, and you feel good when you get coached to success. Yeah,

and you are in charge of your feelings. So anyway, So the

fore coach is one of those things that I just I one hundred percent think that the entire business has to start shifting to because we have to realize that more and more that our salespeople are being put to the level of best buy sales guys. That's by real we're getting into that level of that of a

retail salesperson, which is really you know, you met some good retail salespeople, but that's not the type of retail salespeople that will I don't have a problem in the world that kind of retail salesperson helping me out with an eight hundred dollars and one thousand dollars phone, not with a seventy five thousand dollars vehicle. I need a little bit higher retail guy just to shake right.

And so so you have to realize you can't let yourself get pulled into that retail Your retail people are like Best Buy guys or not, and they can't be They have to put some success and they have to put some they have to put their own time in to learn, but we've got to coach them to get there. You don't have The Best Buy doesn't have retail coaches.

Yeah, people they put in, they train them, but you know what, they train them on their product more than you do. Yeah, you

know what, You're right. I'm going to be honest. I think I

know automotive as professionals as we are, we're the least trained professionals that get paid a very professional wage and we don't get trained really well at all.

We are just thrown against the wall and hope it sticks to your point earlier, Larry, and you said something really really really good is that? And

this is just being admitting the truth is that we didn't have the type of customers that the customers have today or selles people have today. They're way more

ammoed up. They have the weapons, They have tools in their hand that

are by far more than anything that we ever had when we were first coming up in this business. They didn't. They just had to go and trust.

So we had to build relationships, which is still the key today.

Learn how to build relationships. But man, there's no bull crap in it

all. This is straight up. You tell them all it's over right,

you got to do. They know more about the car than you do,

just to your point, right, and we are the least trained, so we Training is not necessarily the key. It's the coaching. And that's why

I love what you're saying here, is that there's plenty of training in a lot of dealerships, but it's not intentional and there's no coaching. There's just

hey do this that and another. Here's a good close and here's a good

ward track work on it. But there's no coaching for the fact when I'm

a solutionary, right and with Lou and I were to certify solutionaries, and we believe that you not only have to know the way, not only show the way, but you got to go the way with people. There's three

steps. Somebody something they want to know it. Of course you educate them

too. You got to go show it to them, but you got to

be there with them a few times. You got to coach them. I

love this man. That's why I love this floor coach, this best coach,

this finance coach, all the above should be coaches. And I think

that we need to get rid of managers. Is because the name of the

manager makes them go entitlement, right, Oh god, yes, wow, no question, because as soon as you hurt, we all seen it.

The salesperson who worked their ass off, they do all this, they get into the manager and now they stop working. I'm a manager, now what

are you managing? Back in the day, back in my day, we

called that manager itis. Yeah, still do call it that. And that's

the thing. We got Tony Lucas in the building saying, let's go,

what's up, Tony Lucas. Shout out to cost Auto group out there and

Las Crisis, let's go in New Mexico and all of course I'll passo good friends of mine out there, thanks for joining us. But yeah, we're

talking about some big stuff. And I know that Tony would agree about what

you're saying here. He's big about coaching his team, making sure that they

all understand what's happening. That's why he has me and Lewin there all the

time. And I love that and he's really big about that, and I

love his team. It's a family and that's what it takes. So Jeff

May, I know you've got some opinions on this. You dropped a couple

of nuggets a second ago, So what are you thinking, man, I know you love the culture over where you guys drat, I've got lots of things. But the first thing I was going to say is, I've always

been very focused on being a servant leader. So whatever your title is,

if you're a good manager, you're working for your employees anyway, because your number one job is to get obstacles out of their way. And so one

of the things I'm thinking about with this specific talk is that technology really does offer all kinds of great things. To your point about the information about a

vehicle, they are super armed up now, and we've got a lot of vehicles to know they've got one may care about. So you know, by

having the technology where I can click a button, I'd get caught up to what they're doing so I don't have to miss leave them. So really you

still are just working the relationship right And so as our managing coach, his job is to again be there, be with us, prop us up, figure out where the objections are, and help us get to the next level where he's at. It's not about titles or any of that nonsense, because

we talk a lot about is one point two dealerships when we're going to buy.

We don't want to be the point too, and that's where the floor manager comes in, getting the live to os and the live coaching and being there because that's a hard job. Middle management's tough for anybody because you get

it from both sides. I'm in the middle, but those guys in the

middle obviously telling learn yesterday we're talking about this. They're the litmus for our

entire store. So if Inerator going up, how's that affecting the customers.

How do my salespeople feel what's what's going on? Differently? The ownership needs

them desperately to tell them what's going on at every level because they're the first person to hear it, and then you can respond to what do we need to market to what are the challenges now? So, yeah, that's a

tough job, and I'd love for them to feel great about that job and feel like they're a coach and not just taking it for both sides. Yeah,

very true. That's why we have to We spend a lot of time

talking talking about the culture that that PSX is going to bring, because you're not just going to get a piece of software with us. You're going to

get a culture. You're going to get a process, and you've got to

be ready for the culture. You gotta be ready for the process, otherwise

it's gonna be it's gonna be a little bit tough sled and going in right, because if you don't, if you're not ready to take on that culture of I'm going to use the tool to help my management see what's going on and help me my coaches see what's going on and help me right. And

if the coaches don't take on the tone the tone of I'm going to use the tool to coach my salespeople in the areas where I see that we can help get better. But I've got to know what those at what's going on

in each one of those areas. Those are the types of things that can

be that. This is where friction happens. You get that friction between the

sales manager and the salesperson. And we talked about culture a little bit last

week, and the culture, the culture that we promoted in the car business and the power sports business and whatever is that own little business, within your own little business is pay your dealer back. We talked about that last week.

But that implies that we just give the tools to the sales staff and just let them do their thing. Absolutely not technico, No, we do

not do that. And that's how we've operated in the past, and that's

how we've set ourself up and getting out of that pro that is is we're probably forty per sent down that road, maybe a little bit more, but not by much. We're the best stores have already moved way sixty seventy percent

down that road. They've got a process that's your sales that their salespeople will

follow and they don't get to come in and figure out what their process is going to be. They get to come in and do what our process says

it's going to be. And if you want to talk about improvements, we'll

talk about improvements. But we're not going to come in here and completely revamp

our process for you. And we're damnu, you're not going to leave it

up to you. That's just not how it works. That's the that's the

thing that that we've got to bust through now, right now. And it's

going to take a little bit of time, it's going to take some effort, it's going to take it's going to take a lot of patience, but we're going to get there right now. So that's we might want to transition

right now into really let's give it some tactical things. What should a floor

manager be looking at or floor excuse me, a floor coach, And see, even I've got to get out of it right and I want to get out of this so hard, and so what is the or coach need to be looking at? What does that? What what does that look like?

And the odd letts state the obvious. You got to know what's going on

the floor. Okay, right, And that's easier said than done. Right,

So I've got a floor. Some of these stores have massive floors and

massive lots, and so I've got to know when you're with a customer.

Period. I don't need to know necessarily know who they are, but I

do need to know you're with a customer, and I need to know how long that time, that time has been, and I need to know are we progressing down the road to the sail? Because I don't want to give

some other dealer the point to either. So I only not only do I

want to don't want to be the point too, but I don't want to give you the point to either. Just knowing what's going on in the floor

was the biggest problem we sow when we started building ps Axcess. How do

you do that? Do you do that with a How we've done it in

the past, hiring a gal, she's walking around, man in blue hat and fred that kind of thing. We've done that every one of us in

the car business, every one of us in the power sports business. We've

done it to really lay our hands on what's on the floor, because we all every dealer out there feels like they're not yet, that there's more on that floor than they're seeing. And you know what, you're right, that's

that's exactly right, and you said it exactly They're right. There is that

there are more. Not only is there more, but there's probably about five

x more than what you think it is today or what's in your system.

So you got to just start with how do I get it all on the floor. And that was that was one of the hardest parts that we had

to tackle. One of the hardest solutions we had to tackle. We managed

to tackle it with one click. So we've managed to do that. But

now that I know you're on the floor, now I got to know the timeframe as a sales manager. So as a sales as a as a floor

coach, you should be able to see everyone who's with a customer right now from your phone. That's where you got to start, because it's got to

be on your phone. Yeah, of course, because I don't want a

floor coach is a shark. He does not stop moving. He is never

ever at the desk unless he's bringing a deal to the desk. That's the

only time I want to see a floor coach at that desk. So he's

moving around the floor, he's talking to people, being proactive. He's doing

the things on the floor that the sales manager used to do before that was a desk guy. So he's that floor coach is out on the floor watching

what's happening. He's constantly moving, but he's got to be able to see

everything that's going on. Then comes the hardest part. So you got to

know everything that's on the floor, starting with first, everything that's out there, and you should be able to see this on your phone. You would

want. That's where you'd want to have it. The second thing you'd want

and the hardest thing for every salesperson. And if you're a salesperson on this

call, I know, I feel your pain, brother. I gotta be

honest with you. The hardest thing to do is there you have to be

a one store. If you're gonna have a four coach, you're one hundred

percent too store. And you've got to train your salespeople how to get a

too because the worst way to get a to O is this, hang on one moment, let me go get my manager. Oh my god, that's

that. I don't I if that if you manage to hold the customer in

the store, which would I can't even I bet you won't. But if

you do manage to hold that customer in the store, when you come walking side by side back with your manager to that customer, bad things are going to happen. Yeah, bad things are gonna happen. Man. So it's

there's never. This is never a good look. So you know how getting

a t O was the next super big challenge. But if you're going to

have a four coach, you got to have one hundred percent tea period.

And so if I'm gonna have one hundred percent too, I got to help my salespeople get a t O. Now, there are ways to go get

the manager, but I never ever, the hardest part about doing is really it's never. It's as a salesperson, it's against my every fiber of my

being to leave my customer, especially one who's wanting to go, oh my god, yeah no no, no, no, no, no, not only to you want me to say, do you want me to say, hang on, let me go get my manager, and then you want to you want me to leave. None of these things are good. None of

this is gonna work, man, And so getting Yeah, getting that too is difficult. Leaving that customer impossible, and we had to find out how

do we do that. We again, we solved it with a click of

the button from your phone. That's why I can't think of another way to

solve that problem. I thought, you, yeah, you need to have

the silent too. I think that's yeah. And for the sales manager to

get that silent TEO, that's the bat phone. That to me, that's

the bat signal and just went up. Matt Man needs to swing in.

It's time for Batman to get in there and help close that deal. Yeah

without right, yeah, thing like I love what that right there alone, what you're talking about. That solution for that problem, my friends, gives

you solutions for two problems. One how do I call for the to O?

And two how do I leave my customer? For one, you don't

have to leave your customer and two you just got to press a button.

I love that. It's that simple. The thing is and what I love.

And we're just we're briefing over and we're going to go deeper into folks.

But let's just start from the beginning again. Knowing when your people are

with people, where they're at what's happening? You know that because they're going

to press an easy button says hey, I'm with the customer, no name, I'm with the customer. Gives my game. At that point, it's

just about hey, I know my I know that Fred is with a customer on the lot. Keep an eye on him if he's not. If I

don't hear another alert within X amount of minutes, it's time for me to go take a turn or two. They're gonna press a button and they're gonna

have me go in and I'm gonna do a turn so I have I'm not gonna lose here. This is win. And to talk about the pressure,

I love this. The salespeople, you all should be excited about this because

those are two things that are like really difficult moments, because that's where that's the lot drop moment where I let a customer leave and you're trying to make a lie up at that point. Now you just press a button, no

obligation, Just press a damn button and guess what you got. Somebody like

Larry that, somebody like me or Jeff coming in, Hey, folks, how you doing and just want to They don't even know that you're They don't even know it's a too. That's the best part. I just think there's

a somebody wants to just say hello to him, right and next thing to cardy. Yeah, I love it. And the same thing on the whole

clocking from the beginning. So you tap the button and then it's in.

If I haven't collected more information, if my salesmanager is floating around, he's gonna beat his desk. Possibly, Oh I'm a lorded that. Hey,

it might start to get dice. I can go stand around there, make

myself available. So what a great coaching training moment to have clarity to what's

really going on and before the deal gets gated. I love very, very

As a rookie sales guy. I think it's a blessing coach coaching all day

long. Because I don't know the information I can easily access somebody to come

over easily without to get them exactly or even a veteran. There's times where

we're like, I don't I'm too proud to go in and do this.

Yeah, I just got to press a button and then use my use what I have available. I have a floor coach that will come in and help

coach this customer into purchasing a car, Help coach me on what I need to say. Veteran new I think what's cool is I think, at least

for me as a veteran, I don't have any shame in my game.

It's about moving that metal. Right. If I'm on the floor and I

got stuck somewhere, I'm not going to be all proud to ask for help.

I'm like button quicker than I would have when I was a year in.

When I was a year in, I thought I knew everything already, right, I think all of us thought we knew everything a year in.

It's moment you have a moment of clarity where you don't want to know everything.

I want to learn everything. Yeah, I don't want to know anything

that you want to Learners, you want to learn everything, But make me one thing to get answers right and know how to get the answers. And

I know people who know the answers, and that's all that People really want you to be able to apply for them. Yeah, that was all of

this was the kind of the revelations for myself and the team that here that when we started building PS, actually, let's not I've already built some really cool technology. And cool technology is fine, but how do we solve problems?

And the floor up problem that the to problem. These things are problems.

They're really hard. Even if you had, like I said, even

if you have the best word track in the world, to get it to leave the customer, you still have to leave them and to go find the salesperson. And this is just it isn't working. So I love the t

O button is one of those things that is that's the cavalry coming. Man

circle of wagons. We've got the cavalry coming. I wish I could make

it. I wish I could make it do that little trumpet sound when you

pushed it. As the salesperson as the floor coach gets closer, you could

hear the trumpet sounding. That would be awesome, coach. Not necessarily for

the guys staying with the customer, because that's it's coming. The cavalry is

coming, the cavalry, right, but it would be awesome, says getting that. Getting that t O now is so simple and something that we have

to that we just have you have to do. You have as a sale,

as a dealership, find a way, whether you use us you don't use it doesn't matter. Find a way one hundred that is your goal.

Is not an owner a GM we've ever talked to you that says no, I don't want to be one hundred to O store. But they have no

earth the idea how to get the building. Software solutions genius. It's the

coolest thing I've seen in software in a long time. It's and it's a

tracking. It's accountable. You don't even have to ask. You can look.

You see how you can tell the salesperson never got a t O what's going on? As an owner, you can look at hey, floor managers,

what are you doing? You had five seals people last week that had

people that you never even took a turn on. They left, what's going

on? And that's and it's great because as an owner you can't coach every

salesperson. You coach the floor managers or the floor each or floor coach.

I'm coaching. I'm the head coach, the four coaches my he's my defensive

he's my offensive line coach. I love this. I'm really loving this.

When I was a salesperson, when I was at the last dealership, I was that we called our salespeople car buying coaches, because that's what they did.

They coach people through the car buying process. And I don't use that

terminology anymore because I can leave that as the last dealership. But the idea

of that is exactly what you're talking about here. So that's why this is

hitting home for me big time. And this is why, folks, just

so you know why Carguy Coffee and sorted By Solutionaries team up with Larry because we love this product. We heard about it, he told us about it.

We're like, what, this is amazing? Like I know as a

floor general, a Florida manager that you're not that you're maybe you don't want this because you're so caught up in your entitled job. But as a floor

coach, you all want it, don't you, Coaches. So if you're

a coach, out there, man, reach out. There's a website down

there. I'm telling you this is phenomenal stuff. People, whether you're motorsports,

whether you're at a dealership, whatever, that that needs a CRM right now, reach out because I'm telling you you're missing deals, your salespeople, your management team, or letting stuff walk out the door and they don't track it, so you don't really know what's walking out your door. And like

Larry said, it's probably five times the amount that they're actually showing you.

Yeah, yes, good. And your CRM can't be a CRM anymore.

It has to be CRM and sales automation. It has to be both.

If you can't, you can't have a CRM that just collects customer data, tells you something about a customer. It has to actually help you facilitate a

process, automate that process, make that process faster, easier, better for your salespeople to use. Otherwise you're not getting the data you need. You're

not collecting the data you need. There's so many things that you're missing.

Getting back to the floor coach, his job is to know we talked about it, you know what's on the floor, make sure I'm ready to take a I am a spot on, ready to take a to o. And

then then the next thing that we that a good floor coach, we believe and we've seen it happen. And I did this in my stores is appointments

for the day and are they confirmed not? Did you text them and confirm

them not? Did the system text them confirm PSX texas them and confirms with

the system. Did you get on the phone and confirm the appointment? It's

a hell of a lot harder to tell than it is to tell the system.

Now, I'm not gonna get on the phone. And when they do

tell you no, you can immediately reappoint. If I just confirm over text

or I just confirm, I don't can't. I can't immediately reappoint the customer

and you have to right then and there. So are they confirmed by you?

The salesperson? Who is who is the person that needs to do it?

Are they confirmed or not? And if they're not, okay, let's

get them confirmed this morning. Let's go. Let's go right now. That's

first thing in the morning. Look at my appointments for the day? Are

they confirmed? And I want I better not walk out thirty minutes the end

of the day. I should already have all my appointments confirmed. We're done

one way or another. Confirmed appointments definitely one of those places at this format

floor coach needs to stay on top of. Now. The next one is

where the coaching really comes in. How much outreach have you done for the

day? Who have you called? Who have you texts? Who have you

emailed? How much outreach have you done? When you're not with a customer,

you should be trying to get with that customer. That is your sole

purpose for being as a salesperson. Talk to customers either on the floor,

on the phone, on through text, or through email. But talk to

customers. If you ain't talking to customers, you are not being productive as

a salesperson. You're not hoping. I hope that's not a light bulb moment

for you guys out there and gals. Is that right? I didn't know,

Like, I hope you all understand this, right. This is like

the more people you talk to, the more cars you sell. It's a

simple I don't get. Doesn't get any simpler. So literally, the brilliance

of how PSX is built with the digital assistant automating eighty percent of all this stuff, guys don't like to do. So if you think about it from

this point of view, the ability to work low hanging fruit and new opportunities is what you're doing. So if it's a new opportunity, then a week

we know they're going to buy a car host luckilyyer a power sports vehicle.

Let's get on top of that, I want to get excited and cover them up with love. And the ones that are three weeks old and we got

to rekick the dirt offlet I'm gonna work on that for two years on your behalf. This is such a culture change technology. Really do the heavy lifting

in a defined well way with catextual driven messaging, et cetera. But to

let you work on what you love making money, sell them something today and follow up ends today. So if you're a floor coach out there, if

you're looking to be a floor coach, if you're looking the institute a Ford coach, however you're looking to do it on outreach, you need. You

need to be able to be at that salesperson's desk, listen to those calls that they've made, help them understand what the goal of the call is.

We did in our speed to lead study. It was funny with eighty five

percent of customers. So they didn't get what they needed, and what they

wanted was car pricing, trade pricing payments. I mean, I'm paraphrasing obviously,

but that's what they wanted. Answer the question. Don't try to dance

around the question. Don't try to do the Mexican hat to answer around the

question. Just answer, call them up and answer the damn question. The

more you try to shuck and jive around it, the less confidence that customer has in you. You're not likely to see them. Just answer the question.

And that's where your sales your fore coach, that's what he should be doing. Your fore coach should be on that with you, listening to those

calls saying hey, look here's how I would have answered that question. Here's

how I would help with that question. This is the way I would take

that question. This is what I would have said, That would have may

have may have made a difference here and that. So that seale, that

salesperson is getting coached on the job. So we're going to call this kJ

CJ TU yeah, cj T coach job training now on job coaching. Yea,

wait on the job coaching as C Yeah. But I want to hear

that chit And what's what do we get that going at N I A D A. Can we get that going to that? I? You know what,

let's make T shirts with that on the back. You know what I

designs made up. We're going to do that. Folks be looking for those

come to his booth at N I A d A. It's going to be

a powerful booth. I'm telling you, it's gonna be a lot of fun.

We have a lot of energy there and some T shirts that say, oh J O J C. That's right. Job coaching. The first thing

we have to sell them. The only thing that sets us apart of the

dealership is ourselves. So by listening and learning and getting coaching on, how

I really have that conversation, give them the information they're looking for and become a resource. That's that's where it all starts. Because you can't separate yourself

with price in the vehicles and everybody has that stuff. All you have is

yourself. That's what you need to get coached on. Is how you create

that relationship and drive them in mmm mmmm yeah great. In you think about

on the job coaching. When you think about that, if you're a high

school football player and you go to you go to the University of Georgia, Alabama, I assure you everything you thought you knew, you will forget.

Everything you thought you knew about football is changed. You will get on the

job coaching right in there, NonStop. And that's the thing even in the

game. That's what I want you coaches out there on the floor, you

managers, you need to think about this. Listen, when you watch a

football game, they're still coaching. They're coaching every play, they're talking them

through, they're coaching them after the play, before the play, putting him in timeouts at houblems. They're making sure that everybody is understanding what the game

mission is at all moments. It's so crucial. And if you don't think

that they you know, a car deal is that crucial, then you're in the wrong business. It is every deal matters and your salespeople's morale if you

if you guys get around this and you understand that if you coach your people, it's always a good day. They leave there with something that benefits them,

makes them better. That everybody gets a turn. When you don't take

a turn for one of your salespeople just that one time, do you know how much faith they lose in you, tons a lot, tons or when you talk it is so be on the job coaching right there, that's on the job coaching. That is there, that is and I love this,

This is what I'm talking about. OJC. My friends, if you're down.

What see you know me, let's go. I wrote it down.

We're looking for We're doing it. This is going to be it because it's

going to all it's going to be all about the coaching. And that's what

that's the theme of the rest of the year, folks. Coaching, coaching,

coaching, So coach your staff, coach yourself, and be a coach, be the best and help people, not just before and before the deal, help them all the way after the deal. Show them what they did

right, even when they come back and they're like they sell a car, Say hey, man, you did a great job. Tell them all the

great things they do. Show that off, show that to the others.

That's what coaches do. Man, game ball goes to that person today.

You got the game ball, right, let's go, let's coach. Yeah.

Here, we've got professional football teams train and practice every day. So

the one the guy that's been the guy in your store that tells you he didn't need the practice, that's the guy you get. He's got to get

off the bus. He does, he's gonna want to favorite sayings from Nick

Saban. My job is to figure out who gets on the bus and who

gets off the bus and where the seats and where everybody sits on the bus.

That's your job. That's the guy. You got to get him off

the bus. One you put one bad seed, it'll rot everything so important,

folks. So don't give people lead way because oh they sold a few

cards for you. No no, no, no, your team, your

coach, and they follow what coach says. They're not the coach right unlet's

and they and guarantee people who are like that they don't want to be a coach. So do you need them? No, you don't. It should

be a team effort. I love this and this has been a great subject

folks today. This is what it's all about. Floor coaching. Just take

away that manage your position, that name, and put coach inside of it, folks, and it'll change the way that your dealership r It will it will. So the three things to recap what a floor coach needs. What's

going on the floor. What's going on floor? What's going on for t

O? That's your that is your job mhm. And call an outreach?

How much outreach is going on? And what us how that the quality of

that outreach be it a phone, email or text? How are your salespeople

doing that. Those are the three things that a coach can do. And

if you can get a coach to do those three things and do them really well, that is more that will improve your sales, more than any one hundred thousand dollars worth of advertising will ever do for you ever in a minute, And I second that, and I know Jeff Third's that because I'm telling you right now this is all real stuff, and I know any of you real coaches out there would be like right now probably jumping up and down, going yeah, this is what I'm talking about. This is everything, and

it is The successful dealerships in this country right now are doing exactly what he's saying. They're coaching their staffs, they're working with their stabs. They're not

letting their stabs make it happen. They're helping their stats make it happen because

it is. They have to do the job still. But you know what

about human beings, they won't do it unless they're coached through it. And

if they don't know how to do it, they're gonna just not do it.

So be there. It's the only way that they're going to grow,

folks, And that's the way we do our children the way we do coaches do any sports. We should be doing that as professionals in automotive industry so

that our dealerships, US owners, us general managers run the best ships that you guys have, be the best, be coaches and grow. Have you

got any last words before we get out of here today, my friend, I was just gonna add a tiny thing to that is that those are the three baseline stable points to build on. But then I think about all the

things that dovetail from that, like that desk blog, and I hear teams going in and really digging it, listening to the calls and saying, hey, why do you got that schedule three days down in advance? They need

to be in now, and this is what you need to tell them.

There's so much robust information. Get you on the three base there. Oh

man, there's so much you could do to help your guy out. I'm

excited. That's right there that you're talking about, And that's truth. That's

what coaches do. You don't assume that they're doing the calls the right way.

Go in and sit in front of them. They'll get better. Oh

yeah, they'll get better. And listen to the calls. When you listen

to a call, a lot of times it's just them changing what they said and putting more urgency in the call. And they could have got the appointment

in the same day. It's just they pushed it off. And a lot

of times you'll hear sales people, to your point, you'll hear sales people push it off because they're just scared. They just don't know. If you

coach them and show them what to say at that moment, they'll get it better and your deals are coming faster and a lot easier. Great point.

Yet great point. Yeah, and you don't have to you know, there

are tech, non technological ways, just that they're listening to a customer be on the phone there, but there are technology just makes that faster because every outbound call you have should be recorded, every inbound call you he should be recorded. If that's not happening in their CRM, in the customer record,

then you're just behind the times. Man. There's just there's so much that

has that's going on today. It's hard to keep and you how do you

coach off? How do I coach off that? And just there, we

don't we can't go back and replay it. I can't. There's so many

things I can't do sitting in front of you that I could do better if I had the technology to take call it. So please make sure you record

every inbound call, every outbound call. Please make sure you get your CR

that goes into your CR record better if it's transcribed, better if it's transcribed, summarized and then turned around and analyzed. And for the customer's name,

email address, and mobile number if it's an inbound call, so they can get it, you can get that in the customer record if they didn't catch it coming in. There's a lot of there's a lot of nuances. As

Jeff said, you can start getting getting let deeper and deeper into how the technology can help you make this better, faster, stronger. But at the

end of the day, let's start with the basics. Yeah, you know,

do you know everything? It's the fundamentals take away. You get all

those fundamentals down, you do it the right way, and then everything else can build on top. But if you don't get those fundamentals down, folks,

everything just like a foundation in the house that's not built right, it'll fall down on you get those fundamentals right. That's all. You have.

Those fundamentals yours, mister dealer, not your gms, not your gsms.

Make it yours. If you want to get with your GSM and your GM

and involved and they tell you what it is, you agree with it.

But when no matter who comes in and out of those positions, no matter how that works, it has to always be yours. Amen. Amen,

all those owners and GM's out there, don't be afraid to be a coach yourself, attitude or flex leaders. So let's go, guys, let's coach.

Let's coach. That's it right there, folks. Make sure you get

out there, you do some OJC out there, and you get that on the job. Change the words in your dealership, hold people accountable, but

do it with some fun and be consistent with the folks. Some really great

tips here today. I hope you guys took some notes. If not,

watch this on the replay check it out. This is going to be on

podcasts. There's gonna be a lot this thing's to be cut up. There

was a lot of great nuggets in this show. Folks will be looking for

all that stuff, be looking for some of the stuff we've already done.

I know that there's gonna be some things dropping here really soon, so be looking for that. If you guys have any questions about how to do this

better, for one, you can always reach out to lu or I.

But I'm gonna tell you right now, folks. If you guys go on

to their website and you check it out, set up a demo, go to pxs psxdigital dot com. Make sure you guys set it up, reach

out to them, contact them. They'll be happy to go over all this

stuff. And that costs absolutely no money, folks, just a little bit

of your time that can actually save tons of your time if you guys do it right now, I love it. Or if you want to just email

Larry say hey, Larry, I like what you are talking about over here.

Larry at motoix dot com. Reach out to him and he'll be happy

to help you guys out. Folks. You guys know there's only one thing

left to do. Larry, right, and Jeff, let's forgive focus and

fly get out of here, y'all on your shoulder. One two three,

forgive we kid, Oh good, be growing, but you're wanting and coaching, Andy growing and coaching and oh Jensie all right, y'all, thank y'alled everybody. We'll see you guys on the flip side, okay.

CGC Media & PSX Digital Introduce the rebrew of DealerCast 2.0 - Episode 3: Floor Coach

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