The Desk & Leadership·For Sales Managers & GSM·5 min read
The Customer Thinks You’re Making Thousands
Before you send another pencil, find out why the customer believes there are thousands left.
Desk Notes
Desk Notes.
Observations on the desk, store economics, and leadership realities for the people responsible for the store.
Start with the question your store is already asking.
The Desk & Leadership·For Owner & GM·4 min read
Pay $50 to Find Out Why the Customer Left
The customer told you why they left. Find the pattern, then change what the next buyer experiences.
Floor & Handoffs·For GSM & Finance Managers·4 min read
Your Customer Is Ready to Leave Before You’re Finished Selling
Reduce dealership wait times by tracing a real visit backward from delivery to arrival. Find wasted minutes with Jason Rigby’s printable customer time audit.
The Desk & Leadership·For GM & Sales Managers·7 min read
Your Store Shouldn't Have to Work Around Your Mood
You can still desk deals at 60 percent. The harder question is whether your people get a fair hearing on the days your battery is low.
Software & Vendors·For Owner & GM·8 min read
Why Dealerships Keep Buying Tools They Never Really Use
Dealerships keep replacing vendors while carrying the same operating problem into the next platform. Before buying another tool, diagnose the process, ownership, and behavior around the tools you already have.
The Desk & Leadership·For GM & Sales Managers·9 min read
When Your Salespeople Are Afraid of You
Fear can get compliance today. But when salespeople become afraid to make decisions without the manager, fear turns into dependence—and the manager becomes the bottleneck.
The Desk & Leadership·For GM & GSM·8 min read
The Fastest Manager in the Store Can Become the Biggest Bottleneck
A manager who answers every question quickly can train the floor to wait, hide incomplete problems, and check the manager's mood before using judgment. Speed helps until the whole store depends on it.
Floor & Handoffs·For GSM & BDC·8 min read
If Everyone Misses the Same Handoff, It Is Not a People Problem
One person missing a step may need coaching. Four people breaking at the same transition is evidence about the system around them. Here is how to tell the difference before you prescribe more training.
The Desk & Leadership·For Owner & GM·9 min read
The Most Expensive “Yes” in the Dealership
Quiet agreement feels respectful in the room and becomes resentment after the plan fails. Strong dealership leadership makes disagreement useful before the store spends three months working around a decision nobody believed in.
The Desk & Leadership·For Sales Managers·11 min read
How to Actually Coach Your Sales Staff
Coaching is when a specific person gets better at a specific thing because of something you did on purpose. The funnel, the diagnosis, the cadence, and the questions that separate coaching from supervision.
Software & Vendors·For Owner & Dealer Group·10 min read
Don't Add Growth On Top Of Waste: The Sequence Every Dealer Group Misses
Lean first, then grow. The five questions the leadership team should answer together before signing the next vendor — and why a turbo on a misfiring engine just blows the engine faster.
Floor & Handoffs·For Sales Managers & BDC·9 min read
The Cost Of A No-Show You Never Recovered
Three touches, three owners, one scorecard — the recovery process most stores have been pretending exists, and the four numbers every manager should defend Monday morning.
Software & Vendors·For GM & BDC·8 min read
How Your CRM is Lying to You
Fake task completion, broken source codes, duplicate records, and lost leads — the four lies your CRM tells you most often, and how to catch each one.
Software & Vendors·For Owner & GM·9 min read
The Vendor You Can't Cut (And the Three You Should Have Cut Last Year)
Four questions to run on every vendor contract over $500 a month — and how to spot the overlap, legacy, and activity vendors quietly draining your P&L.