Matt: What’s going on everybody? It’s Matt with TC Productions. I’m over here representing Glendora Chevrolet, Chevy– Glendora Chevy. I said it all wrong. Excuse me for that. You know what I have been trying to do? I’ve been trying to get us some really good experience. I’ve got some fanatics that talked about cars, and I was able to pull another one of my good friends, Randy. So Randy has a ton of experience in the dealer space. I’ll let him kind of just talk about that briefly, and then we’ll get into some questions that I know have been on a lot of people’s minds based off of the feedback we get, whether it be in social media or blog comments, things like that. So let’s go ahead and get into it right now. Randy, how have you been, man?
Randy: Good. Good. Good. How is it going, Matt? It’s been a long time since I seen you.
Matt: It’s been a little while, man, so I do appreciate you taking some time to do this with me. Like I said, man, I brought you here just because you did have a ton of experience in the dealer space, and I think–
Randy: 17 years.
Matt: 17 years.
Randy: 17 years.
Matt: So, ladies and gentlemen, a guy with 17 years’ experience must have some tips for us. Right?
Randy: Absolutely.
Matt: That’s what I want to get into, man. So first off, I mean, okay, 17 years, just kind of tell us a little bit about your journey in those 17 years.
Randy: Oh, man, it was– it’s been long, but it– actually, I wouldn’t trade it for anything else. I started out in sales, worked my way up to finance, and I actually got my opportunity to be a sales manager which is phenomenal, phenomenal, helped me out, helped my family out, able to help out a lot of the sales guys. So, I mean, like I said, wouldn’t trade anything.
Matt: Wow. That’s awesome, man. Does it take a long time to do that typically, like from the–
Randy: Generally, it does. I mean, believe it or not, I kind of had a pretty– I don’t want to say easy road to the top, but it was definitely a lot quicker than everybody else. But I mean, I think that also goes with the sacrifice you make. A lot of people told me you couldn’t get into finance in the first year. I got in finance in nine months. A lot of people said you couldn’t get on the desk, which is a sales manager, within two years. I did that within a year nine months, and so, like I said, pretty much the 15 years has been helping other people.
Matt: Dude, that’s great, man. Big up to you.
Randy: So, yeah, like I said, I mean, it’s not easy. Definitely isn’t easy, but you learn a lot along the way, and you learn a lot from a lot of great teachers I should say along the way. So definitely didn’t do it by myself, obviously.
Matt: Dude, so one thing that we were talking about off-air right before we’re getting started, you were telling me some advice that you would give just to regular consumers, customers coming in, and you mentioned coming in and being as honest as they can be.
Randy: Oh, absolutely. I mean, you get customers coming in here thinking that they can pull one over on you, let’s say, either with one lie or another. And the funny thing is, I mean, a lot of people tend to forget just because you are in the car business, we’re still human. You can still tell when somebody’s lying to you. You can still feel when somebody’s being genuine to you. Right?
Matt: Right.
Randy: So are you really going to want to help somebody that’s blatantly lying to you the whole time? No. Right? So chances are you want to help people that are genuine with you. So somebody asks you for help or whatever, I mean, just be honest with them. I mean, if you’re there to buy a car, tell them that you’re there to look at whatever car you are interested in buying. Don’t just say you’re there shopping. I mean, nowadays, if you’re shopping, you’re shopping online usually. Right?
Matt: Right. Right.
Randy: Right. So I mean, chances are if you actually told your family to get dressed, you took them to a dealership 12:00 o’clock on a Saturday afternoon, chances are you want to buy a car. Right?
Matt: Yeah.
Randy: You’re not there just looking. You did you just looking online. You’re there to buy.
Matt: That makes sense.
Randy: Right?
Matt: Yeah.
Randy: Don’t put up that wall that you don’t want anyone to help you and just be a genuine human being, right, because if I came to your place of work and asked for help, you’re not going to just tell me, “Just looking.” Right? You’re there to buy something. Right?
Matt: Right. Right.
Randy: So it goes the same way, right. If you’re going to go to the mall to go buy a shirt, you’re going to go to a dealership to go buy a car.
Matt: Yeah.
Randy: Right?
Matt: Yeah.
Randy: It’s that simple.
Matt: Right. Yeah.
Randy: But people think that if you’re mean to a salesman or if you lie to a salesman that you’re going to get one up on them. You’re going to get bad service that way. Like I said, just go into a dealership, if you were there to buy, go buy. Like I said, don’t come up with crazy stories.
Matt: Do customers ever come up and just kind of, like you said, obviously, tell you, “I’m not ready to buy.” Or maybe even that, “I am going to buy. I’ll tell you that right off the bat. I do want this.” But in order to maybe try to get a lower price, give you some type of spiel like, “I can’t pay that.”
Randy: Well, the thing about I can’t pay, it sounds kind of funny because you have to be, obviously, realistic too. Right? I mean, if you’re going to go into– let’s say if you’re going to a Ford dealership, right, or a Chevy dealership, right, and you want to get a truck. Make sure your expectations are realistic. Right? If you know a truck is let’s say 50 grand, you should know what the payment on a 50 grand truck is. Right? You shouldn’t go into the dealership and say, “I want a $300 payment on a $50,000 truck with no money down.” I mean–
Matt: It’s just not realistic.
Randy: Exactly. Right. But now, you’re going to put all the blame on the salesman or on the dealership for not helping you. Right. And then you’re going to go and tell all your friends that we didn’t help you at the dealership. But did you tell your friends that you wanted a $50,000 car for 300 a month with no money down?
Matt: Probably not.
Randy: And now, you’re just going to spread more–
Matt: Bad reviews.
Randy: Exactly, more bad vibes of dealership and salespeople, and it’s unfair I think. I think salespeople have every right to make a living like everyone else. Right?
Matt: Yeah.
Randy: They woke up that day, left their family, gave their son a kiss on the forehead, and said, “I’m going to go to work.” Right. Just like you did or whoever’s listening to this podcast. I hope you did the same thing. You didn’t go to work expecting somebody to lie to you. You didn’t go to work expecting somebody to be mean to you for no reason. You were just trying to give your family a better life. Right?
Matt: Right. Right.
Randy: Like I said, I mean, just go to the dealership with the same expectations you have when you go to Nordstrom’s or when you go to the mall. When you see something at the mall that you like, you buy it. Right. You don’t ask what Nordstrom’s paid for the car– I mean, for the shirt or for the shoes or for the belt. And then when they tell you, “Oh, I paid X amount for it.” Then you offer them something even lower than what they paid for it and thinking that’s okay. Right?
Matt: Right.
Randy: To me, that doesn’t make sense. If I wanted that shirt at Nordstrom’s and I already knew what the price was and then it was already on sale, I’m not going to go say, “Hey, by the way, can I get it for even less than that?” Right? It doesn’t make sense. So, again, I’m not saying just go in and pay whatever the dealer says. Do your homework before you get there, obviously. I mean, there’s, obviously, no crime in that. I mean, I suggest every consumer to do their homework before they get to the dealership. But once you get there, and as long as the salesman treats you fair and nice, be honest with him. You know what I mean? Trust me. That honesty will get both of you guys into the car a lot faster and with less headaches, and then you can actually say, “Man, I had a pleasant experience at the dealership.” So you can go and tell your friends, “I went in there with one expectation and left blown away because they treated me so well.” You know what I’m saying? But instead, most people go in with this preconceived notion that they’re just going to be mean to a dealership and then get what they want.
Matt: Yeah. It’s just–
Randy: See how funny that sounds when you say it out loud?
Matt: Yeah.
Randy: But every consumer feels that way.
Matt: Gosh.
Randy: Correct me if I’m wrong. Correct me if I’m wrong.
Matt: No. I mean, I’ve seen it. I’ve seen it.
Randy: Right. So that’s what I mean by just going in with honesty. Going in, like I said, a clear conscience, looking at the salesman like he’s a man and not some scumbag because he’s just there, like I said, to take care of his family. You know what I mean? Take care of his kids just like everyone else is. They just want to make a living, and they sacrifice a lot to be at the dealership to help consumers. When I say sacrifice, I mean, we work Thanksgiving. We work New Years’ Eve and New Years’ Day. We work until 9:00 o’clock on Christmas Eve. We work on Easter. We work on Valentine’s Day. We work on every holiday. Me, personally, I have three boys and I’ve only seen one of their birthday parties, and that was my first son when he turned one. So in the past 17 years, I’ve only seen one birthday party. So when I say we sacrifice and that we’re human, I mean it. But I also mean that I’m here to help the customer, and I’m here to help the consumer to get the best deal possible. You know what I mean? So like I said, we’re human. We deserve just the same amount of respect that you would the server at Applebee’s. You know what I’m saying? Just trying to make a living. You’re not rude to that person, and you’re not mean to that person. Correct?
Matt: Right.
Randy: There’s no reason that you should be mean to a salesperson at a car dealership.
Matt: That’s a real good perspective, man. Thank you for bringing that up. I think a lot of it though might even come from the fact that going into a dealership a lot of consumers might feel that the dealer is the one that’s trying to pull one over on them. You know what I mean? I feel like–
Randy: No, again, I definitely– I respect that, and I definitely know that maybe that did happen in the past. But like I said five minutes ago when I said, “Do your homework before coming to the dealership,” nowadays it’s easy to do your homework.
Matt: Oh, yeah, you can do it from your phone.
Randy: Right. Ten years ago if you wanted to get something from a dealer, you literally had to go to the dealer, ask them to show it to you, and then believe or not believe that whatever they’re showing you is the truth. Right?
Matt: Yeah. Yeah.
Randy: But nowadays, let’s be honest, the cell phone has changed everything. Right? You can get every information you want or need on your cell phone before you go to the dealership. So like I said, I mean, have all your homework done. Have all your ammunition ready. But, again, treat them like they’re human beings because that’s what they are. Just because you have all that knowledge doesn’t mean that you can go in there and now you have the right to treat them like crap. You know what I mean? Go in there and, like I said, I mean, people would change their attitude once they realize car people are people.
Matt: Do you think that– do you think any– and you can speak for yourself or you can kind of tell me how things are in general, is there ever a point when a guy comes up to the dealership and you kind of just– I guess the word is profile him. Are you checking out what he’s wearing, and you’re checking out what he’s asking you, what kind of vehicle he’s asking for?
Randy: Absolutely.
Matt: Really?
Randy: Absolutely. I mean, it’s human nature. Let’s be honest. Right. It is human nature. Like I said, I mean, when I said to be honest, honesty goes a long way. It goes a long way in school. It goes a long way in business, and it definitely goes a long way in the car business. Right? I mean, perfect example, I had a customer tell me once that they couldn’t afford a certain type of van for his business. Right. And I said, “Well, there’s a difference whether you can afford it or whether you don’t want to pay it.” Right. When he said he couldn’t afford it, I kind of didn’t believe him.
Matt: Why?
Randy: Probably because he drove in a $100,000 vehicle.
Matt: Oh, okay.
Randy: Probably because the shoes that were on his feet were minimum $2,000.
Matt: What?
Randy: And the watch that he had on his wrist was a measly 35,000.
Matt: Well, you can see why he can’t afford [crosstalk].
Randy: But do you see where the honesty comes in? Right?
Matt: Yeah.
Randy: There could be a lot of different ways that we could have helped him or even explored other avenues and kind of went a different path. Right. But when you just flat out lie to somebody, they’re not going to want to help you. When he flat out lied to me and told me that he couldn’t afford it, right, I didn’t believe him. And he kind of smirked at me when I said, “I don’t believe you.” So he knew that he was lying.
Matt: Oh, you flat told him [crosstalk].
Randy: Oh, yeah, absolutely, as politely as I could, as politely as I could. But he smirked. So now, I knew he was just playing games. Like I said, I go back to the whole honesty thing. Are we playing games, or are we just going to be honest and do a simple car deal? Right? That’s all it was was a simple car deal, but now, you’re turning it into– now we’re playing games. You see what I mean? So that’s why I say, “You want the best deal, just be honest.” We could have gone different routes with this gentleman. We probably could have, in time, figured out a way to help each other, but when he just flat out told me he couldn’t afford it, I mean, now, I know he’s just playing games. Right?
Matt: Yeah.