SAT #46 -💪🌪😃 Consistently Chaotic

Life is kinda chaotic at times; people often pick consistency when they have the choice.

A consistent price, timetable, quality, or even greeting can go a long way to forming a sense of solid ground at your store that the rest of the world has no interest in providing consumers.

You can’t be everything to everybody, but you can be consistent, which goes a long way.

Keep Pushing Back
-Paul, Kyle, Chris & Kristi

INDUSTRY HIGHLIGHT

George Oppel

We spoke this week with George Oppel. George is enjoying retirement now but has spent over 40 years in the industry, with 30 of those years working as the Senior District Manager of Parts and Service Field Operations for Honda and Acura.

Thank you for joining me today, George! How did you get into the automotive industry?

My journey in the automotive world began with a passion for cars in my youth. My first job was in a motorcycle dealership's parts department, which ironically happened in my high school years despite not being a motorcycle enthusiast. This experience laid the foundation for my career, leading me to work in various roles in car dealerships during my college years. I started from the ground up, working in parts departments and service writing. I eventually worked my way up to managerial positions.

It sounds like you've had quite a diverse experience. What would you say was the secret sauce of your career?

The car business is fundamentally a people business. Success hinges on creating and maintaining professional relationships and customer connections. For me, a combination of technical knowledge and interpersonal skills was key. Understanding the human element in the automotive industry is essential, whether it's dealing with customers or colleagues.

That's an insightful perspective. How have you seen the industry evolve, especially regarding technology and customer service?

Technology has certainly transformed the industry, but the core of it remains a people's job. Success is still determined by how well you interact with and understand people's needs. Even with advancements, the art of communication and the ability to read body language remain crucial. However, I've noticed a shift towards digitization, somewhat diluting these personal interaction skills.

Definitely. Could you share specific instances where the industry's mantra of "love people more than you love cars" was exemplified?

A poignant example is Honda's approach to the Takata airbag issue. They prioritized customer safety over profitability, which was remarkable. We went to great lengths, like providing rental cars, replacing airbags at customers' homes, and ensuring safety in the recycled parts market. This approach underlined the company's commitment to valuing people over cars.

That's truly commendable. How do you see the future of customer service in the automotive industry?

The future is about adapting to customer preferences and needs. For example, mobile service concepts are emerging, providing services at the customer's location. This convenience is particularly appealing in today's remote working culture. It's about evolving to meet customer expectations and changing lifestyles.

To conclude, what message would you like to leave for those in the industry?

My advice is to focus on building relationships and understanding your customers. Successful interactions hinge on your ability to connect and communicate effectively with a dealership, manufacturer, or customers. It's about loving people and understanding their needs, which ultimately drives success in the automotive world.

CONTENT RECAP

Looking Back

EMAIL:

• We talked about phone management with Invoca's Zach Hendrix. ☎️

• Wyler celebrates 50 years in the business by giving back!

• Zeigler gets ugly to give back.

• Automakers are hiking wages to keep up with the recent UAW/Big Three deals.

• A cyber attack on Toyota has the industry thinking about security.

• Cadillac announces an affordable EV with ANOTHER adventurous use of the letter Q.

BOGO!

In the spirit of the season, we’re making it easier to wear your heart on your sleeve.. or your torso… and head. You get it. 🤷

Until Monday, enjoy a buy-one-get-one sale on our shirts and hats.

Take a look; we’ve got new styles and options that just may be what you need for some team Christmas gifts. 🎅

Quick Hits

• Thanksgiving sales jumped 5.5% year over year to about $5.6B in online revenue. 🤑

• Napoleon movie smashed the French box office despite iffy reviews. 🥖

• Dogs in the US are experiencing a wave of treatment-resistant respiratory illness that is mostly non-life threatening but mysterious and spreading. 🐩

• Astronaut ice cream is great, but what else do they eat on Turkey Day? 👩‍🚀

History

• 1949: The 1,000,000th Cadillac 🥳

• 1952: Agatha Christie's murder-mystery play The Mousetrap opens at the Ambassadors Theatre in London's West End after a premiere in Nottingham, UK. It will become the longest continuously running play in history 🐁

• 1960: The Scottish Parliament met to protect the alleged existence of the Loch Ness Monster. It was reported that a group of young Englishmen were planning on dropping homemade bombs into the water to send the Loch Ness creature to the surface. This would result in the capture of the beast for further study. Luckily, no bombs were deployed. 💣