On paper your business looks great, ace showroom, tidy workshop, smart staff, strong brand, and an est. site.But something’s wrong, relationships are not the same anymore. Your team listen to everything you say, and ignore it, they always forget one thing.Your team has done extra hours, early starts to keep your dealership going, at first you ignored the gap between service and customers expectations writing it off as a minor issue that will resolve itself.Now your FD tells you the situation is bad; you’ve only just broken even. A minor issue has grown into a MAJOR problem, and now it’s impossible to ignore that your team no longer care about youEverybody is coming to work like zombies, no smiles just cold transactional, watching the clock. The overtime doesn’t inspire, lots of sickies, business feels like it’s grinding to a haltYou ask, ‘whats wrong here’, all you get is a shoulder shrug and ‘nothing’ people aren’t even looking you in the eye. Finally, it dawns on you - to make things work, something must changeYou’ve tried:• Training (lasts a week+)• Carwow (hit a target)• VIP events (a weekend)Nothing seems to be a fix, and now you’re getting desperate. You're afraid if things continue as they are, you’ll be bankruptThe No. 1 mistake clients make is this, they think like Car Dealers.You need to understand what's going on in your customer’s mind.You see customers and dealers think very differently, OK some are car buffs• 1 is a brain surgeon just wanting to get from Home - Hospital• 1 is retired and needs to get to Pembrokeshire every month• 1 is an agent running round locally.You get it, they are very different, you try to apply a logical solution to emotional problems.Don’t panic. There is hope!You require an ‘Experience Mechanic’ that can help you fix the system for good:1. Think like your customers. (I’m not a Dealer)2. Have a fulfilling automotive business, built on understanding3. Have productive conversations that don’t end with an ‘OK then’4. Overcome future problems, without shoving them under the rug5. Create & implement an Action Plan to rebuild TRUST & CULTURE from the ground upThe results speak for themselves:“We have got to know our customers in a much deeper way, and the new recommendations are far more ready to take service plans and we have got extra full retail priced accident repair work” Larry PearceI have more of these, but LinkedIn says I’m out of charactersAre you tired of FAILING to achieve targets? Are you ready to make a REAL change?Then let's talkDM me here, or colin@mussay.co.uk