Category: Tutorials

The MOTHERLOAD of Service Products for your Used Car Dealership!

Posted on | by Tom Hampton Agency

Welcome Profilocity!

Hello friends! For 15 years, I have been traveling across Texas doing business with a lot of you during that time. My goal has never changed; Assist to increase your bottom line and help you grow, succeed, and prosper!

Most of us have seen first-hand that the used car business can be one of the toughest places for entrepreneurs. I am here to say, hope is alive and well! You know me… always looking for what’s best going to serve y’all, whether it is now, 6 months in the future, or clear up till your retirement! Let me tell you; I have FOUND IT! Allow me to introduce the most unique group of gentlemen in our business who have formed the serve all your entrepreneur needs line of services, Profilocity.

Mark Peters – One of the most influential money men you’ve never heard about. He has spent years quietly in the background making hundreds of millions of dollars for others and now applying his knowledge to provide everyone with those kinds of opportunities.

Brian Novotny – Brian has spent decades in the field building complex sales organizations. More importantly, he has developed almost a 6th sense for scaling a dealership and works to carefully guide his dealers there.

Jason Barq Johnson – Altogether, a true OPERATOR after having resurrected a struggling dealership into a multimillion-dollar operation – that my friends, is proof in the pudding.

Craig Turner – There is not one asset recovery product he is not familiar with. He comes highly versed and has helped many manufacturers gain market share here in the states. The man is as straight forward as anyone I’ve ever met.

Now… let me provide you with a little bit of information about what Profilocity can do for you.

-If you have a good size portfolio (300+), then apply for a line of credit and eliminate those expensive floorplans.

-Same estimated note level of 300 + 30 new notes a month = CPI (that is some serious profit)

-Warranty Programs with ZERO deductible that protect your clients (pay claims) AND we train you to train your salespeople how to sell them like candy.

-Point Of Sale: these are for deeper than deep subprime

 

Contact Tom Hampton Agency to schedule a 45 Minute Demo. We will get you hooked up asap! Check out our website at https://tomhamptonagency.com/refueling-partners/ for more information.

Thank you, my friends, for all the years of faith and support! As always, Tom Hampton Agency is here for all your BHPH needs! Contact us at 713-481-6712 or [email protected] for more information or to schedule your business consultation and let’s work to get your business thriving!

Create-A-Great-Day!
Tom Hampton

 

The customer that cannot be pleased.

Posted on | by Tom Hampton Agency

By Tom Hampton

Every business owner has had customers that have issues that sometimes make doing business much more complicated. There is, however, a particular type of customer that cannot and will not be reasoned with or compromise their demands. For those of you experienced enough to have been around the mountain a few times during your career, have found these types of challenging clients get resolved by two general types of outcomes:

1. (Most Frequent Outcome) An unpleasant type of compromise is negotiated between both parties for a final resolution.

2. (Not So Frequent Outcome) The situation becomes unpleasantly distasteful and detrimental to both parties, with no resolutions whatsoever, and the loss of a customer (sometimes several by word of mouth, negative reviews & ratings, etc).

 

Losing an especially upset customer can be infuriating and frustrating (to say the least). Our pride has taken a hit, and our insecurities are rattled. So, what do you do when no resolutions can be met by either party?

 

First, if you have not already done so, examine the instance very closely and ask yourself, Did I do my best in the situation? What lessons can I take away from the situation to make me and my business better. 

 

Personally, when I lose a customer in events such as this, even after 40 years in the business, part of me still mourns. The only way I know how to describe it; It is humbling. I not only feel as though I have let my customer down, but I also feel I have let my team down to lose a customer without resolution. We all strive to serve our customers to the best of our abilities.

 

Secondly, remind yourself and your team that in any business, you can have the BEST customer service on the planet, yet the situation will still inevitability occur at some point.  As the owner, I am usually the one having that final conversation with the customer after my team has exhausted all other avenues. Unfortunately, in a lot of dealerships, the collections agent/manager is the one having these front-line battles. It is imperative you trust the people handling the confrontation before it escalates to you. These team members are much in need of your support, guidance, and sometimes, nurturing. Their frustration levels can bleed over into other interactions with detrimental results (they often do not even realize is happening) when becoming overwhelmed and feeling unsupported.

 

A weekly 20-minute one-on-one meeting with these team members just may help them vent, learn, and grow while meeting these challenges and company expectations. When things get heated, or an appropriate time presents itself, a great start is to have them unplug; Get up, walk around, take a breath, or maybe even a lunch break. The important part is they have a few minutes to clear their head and step away from the confrontation. I also suggest having them provide you with an emotion-free (practice makes perfect), brief, and factual statement about the incident.

 

Finally, before you find yourself neck-deep in a domino effect of fires to put out, provide your team with the training (such as courses, experienced management provided, or practice sessions), support, and guidance to be as successful as possible through these types of situations. Every day, as the owner, it would be best for you to be informed of any customer confrontations; What happened, what was attempted to resolve the situation, what the customer was demanding, and whether those demands can be met or not. These statements can become invaluable training tools.

 

You will always come across demanding customers. It is the price of admittance into the used car business. How we prepare ourselves and our team for these storms is what makes our businesses flourish!

 

As always, Car Guys Agency is here for all your Buy Here Pay Here needs! Contact us anytime to assist with solutions for your business! We have partners we have searched high and low for to provide our dealers with the very best available!

 

Create-A-Great-Day!

Tom Hampton 

Olympian or Spectator?

Posted on | by Tom Hampton Agency

Truth time my friends. This may be one of the most challenging pieces I have ever written. In November of 2019, my health took a turn, and painfully begin to control my every effort for these last 22 months.   

 

Short personal history: At 8 years old I was told I would never walk; With great perseverance and determination, the brace, wheelchair, and crutches were gone by 10 years old! I took 6 years of speech therapy as a child because I stuttered severely; I have since then, spoken freely and effortlessly. I have lived with chronic nerve pain ALL my life and put on mass doses of pain killers as a young adult; I have not taken a prescribed pain pill with any kind of regularity for over 30 years. For the past 14 years, 70 + hour work weeks were the norm and I traveled at a minimum of one week a month. For 7 of those years, I successfully managed my family’s business in conjunction with my own, after my dad passed.  

 

I tell you these pieces of my personal history to show you, my friends, that you are not alone. We are all overcoming personal and business hurdles of all varieties. Please, take care of your health. Drink plenty of water. Stay positive. And embrace challenges head-on with strength and determination! Through it all, with much support from my amazing team, I have been able to keep pursuing my goals to grow my business helping to support dealers in their own growth.  

 

Things are changing, both here at Car Guys Agency and with me personally. Most of you are used to having me pop by your lot, check up on you, and dish out some awesome advice while I am there! (Toot, Toot!! 😉)  

 

Those days my friends can sadly be no more. As much as I dislike it, my decreasing mobility has become the reality of my days. So, in the future, I will be reaching out to you via telephone, email, and text. By the way, as always, my team and I are here in any way we can help support our fellow dealers.  

 

I know how hard you are pushing yourselves, especially in this unstable market, just to keep afloat. We are not out of the woods yet. Markets are predicting there are another 6 to 8 more months of retail-priced units rolling across the auction blocks nationwide. It is unnerving to have a 60-car lot with only 14 units on it. I am also betting we will soon see Floor Plan companies start dropping dealers and smaller dealerships with limited financial resources who just cannot buy. Sooner, rather than later, the public will start pushing back at the higher retail prices and sales may just keep tanking.  

 

The nationwide market is constantly readjusting itself. The dealerships that survive and thrive over the next wave of challenges, yet again- must reinvent themselves and how they do business.  A growing dealership will be operating with new resource partners, rely even more on their communities, and embrace & adapt to changing paradigms.   

 

The large dealerships have 20+ groups of high-paid professionals that use their collective knowledge to market the company. So, with my own advice in mind, we too are adapting and redesigning how we grow as a company. To our loyal readers and longtime customers, we want to personally extend a VIP Invitation to be a part of our newest upcoming project! In June/July of 2021, Tom Hampton Agency will be forming a new group focused on bringing together like-minded dealers motivated to be a part of creating Strategic Growth Plans for the benefit of all.  If you are interested in joining and growing with us, email us here! 

 

Change is uncomfortable and often painful. I remind you; Olympians never won a medal because it was easy. They got it because they pushed, shaped, and molded their potential until the dream met reality. You have got to MOVE and DO to accomplish your goals. Repetition WILL create change in you, your salespeople, and your entire organization.   

 

To best survive this next incoming wave of industry evolution, we must grow; Grow new resources, new alliances, and more courage to jump in and start now. Waiting to see how things may go, could leave you left behind to play catch up. With great new products added to their lineup, Tom Hampton Agency is a great place to start finding those new and inventive (additional income bringing) resources! 

 

Here is to YOUR bright and successful future! Let us face this evolving world together to do and create what others say is impossible!   

  

Create-A-Great-Day,   

Tom Hampton 
832-723-3976  
[email protected]  

Turning Back

Posted on | by Tom Hampton Agency

By Tom Hampton

There are times that one must go past a problem to get at a solution. Recently, I had to get back into a wheelchair to assist with mobility and surgery recovery. Although I am no stranger to them, having spent lots of time in wheelchairs and on crutches during my childhood, I had forgotten the issues of tight quarters maneuvering.

As the family cook, the challenges have been unique both with height issues and retrieving ingredients; The biggest challenge being the fridge. To access it, I must roll past it a bit, then turn around 180 degrees so that I am at the right angle to retrieve what I need.

Challenges in our business really are not much different. There are many times in our day we do just that, roll past a problem, only to turn around and find the solution readily available! To follow-the-logic of rolling past challenges & problems and turning back for solutions; we must see that our emotions are why we get stuck on the wrong side of any given challenge. When we learn to get past the emotional charge surrounding the challenge, then we can move forward in finding available, possibly unseen solutions.

I feel an example is in order:

Monday morning at the office checking voicemails and an upset client has left 6 messages over the weekend – each one getting a bit more heated. The phone begins ringing and caller I.D. shows – guess who? The upset client calling again, loaded for bear and aiming at whoever picks up.

Some owners would let the call go to voice mail again, thus angering an upset client even more. Instead, we know the issue is not personal. Be like water off a duck’s back, and patiently listen to your client and their concerns to find a solution.

I suggest having a pencil and paper to mark relevant points and only address the clients concern(s) once their frustrations have been fully vented. Once past the initial challenge, now it is time to turn back to the challenge and seek solutions. Those notes you took are the key!

First and foremost, people want to feel as if they have been heard, especially after an uncomfortable situation has occurred and they feel mistreated or cheated. Many times, due to charged emotions on both sides, it can be far too easy to misinterpret the facts of the situation. Clarity of your clients concerns and challenges, brings opportunities. Once your client has expressed their concerns, restate what the perceived problem is to verify with the client that YES; You are listening! The restatement of the challenge adds clarity and shows your client their concerns are important. This is not your first time as a business owner solving difficulties with clients, you are an EXPERT at it!

With our emotions out of the way and the client being heard, solutions will quickly follow and is generally a compromise between client and owner. Sometimes there is nothing we can do for our clients concerns due to outside circumstances; however, most challenges do rest within our abilities to solve equitably. It is taking the effort to go past the challenge and turn around – aka – clarity without emotion – to see or access the solutions!

Practice makes perfect my friends…

Create-A-Great-Day,

Tom

Getting through the slow season: Evaluating our basic operations.

Posted on | by Tom Hampton Agency

This is a shiny new year; It will be what we make of it! Poor sales are rooted in poor foundational business practices. To ensure that our dealerships have constant sales, …10, 20, 30+ units every month… then these 3 paragons of business must be done to perfection. Shall we roll up our sleeves and go to work? 

 

The foundation of any business…Communication.  
Communication, on all levels, must be concise, honest, diligent, and thoughtful in their nature. Give the client what they asked for, after you have listened thoroughly to determine you understand what they need. Provide your customers with plenty of pictures, finance requirements, options for test drive arrangements, and any other information frequently requested by customers. It is vital to get back with them in a timely manner. Try setting calendar reminders for yourself along the way or finding a good phone app by searching “Appointment Reminders.” 

 

Transparency is not just an industry buzz word. It is the future and YOUR present. 
As most business struggle to implement transparency in their operations, for us as dealers, it is very simple. We tell folks what needs to happen, what is going to happen, and hopefully entice their input during the process. Many dealerships are still suffering because they are not transparent. Ask yourself these questions when measuring your company’s transparency: 

 

Is there plenty of access to information?  

Is your website easy to navigate and intuitive?  

Are your company’s core values represented clearly?  

Is your company consistent across all platforms?  

Do you actively engage with customers & employees to encourage  feedback? 

 

The bottom line, transparency makes the buying process easier, less frightening, and much faster! 

 

TRUST, the biggie! 
Just how, my friends, do we convey trust? To start, community is a very crucial key! What your clients say about you, your inventory, your policies/practices, and how you respond when things go sideways, is where the magic happens (or doesn’t). No business is perfect. We all get the occasional black eye on social media or reviews from an unhappy customer. How we deal with those mistakes, (even when they are not our fault) is being closely watched by all those looking to do business with us! Your customer service practices are the quickest way to ensure trust and loyalty in this business (Or any for that matter!).  

 

Communication, Transparency, and Trust: Done well, equals opportunities; More opportunities, naturally more growth! As always, we are here and can assist you in the future growth of your business. Drop us an email, shoot us a text, or just pick up the phone and call to set up a consultation! 

 

Create-A-Great-Day, 

Tom Hampton 

 

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