Are you a thinker? B by: Mad Marv rick by brick, my fellow citizens, brick by brick—Emperor Hadrian, allegedly said this while urging his people to re-build Rome after a horrific fire, pushing them to do so in a patient manner so that it would stand the test of time. From pictures and for those of you who’ve visited Rome, his leadership and encouragement obviously was heeded as it has indeed lasted. Sound advice then and sound advice today for any task that seems herculean and mind-boggling in size. Assessing a problem of any magnitude demands an open mind that filters out personal bias. When the worker begins to apply logic instead of emotion, progress can be made. This sounds much harder than it really is because we’re being tasked with drilling down below the surface. Listen, we’ve all experienced huge tasks in our offices from time to time and I’m not talking about getting backed up five deep with customers. Everyone gets slammed from time to time with this and can be easily solved with the aid and assistance from teammates. Enter Critical Thinking. This has long been the basis by which intellectuals approach a problem or expand on already delivered solutions. The bedrock of this thought process also provides a way to improve established practices or product utilization. And it’s no secret that we’re not born this way. These adaptations of process thought are acquired and built upon as a brick mason would, “one brick at a time” as Hadrian encouraged. So, how do you apply this in F&I? Well, the first place to begin is with an honest and unbiased analysis of your department in the areas of deficiency. This can be as wide-ranging as you need it to be. Everything from contracts in transit to the average time you sit with a customer. Everything you do on a daily basis, leads to some eventual conclusion. Yet because of the human condition affecting our judgment, we tend to dismiss the intellectual logic when it suits us. This logic is needed to arrive at the right conclusion by dismissing our emotional investment in what we’re now doing so we can affect a positive change. After an analysis, let’s say you’re struggling to identify the more difficult customer types where an A-type opts for your platinum package versus an F who wouldn’t buy the VSC if it was a dollar. You apply the same presentation to these two types who both have the same needs i.e., miles driven per year and length of projected ownership. One makes a quick decision making you feel like Tom Brady while the other one leaves you feeling like Patrick Mahomes in the super bowl unable to get the ball in the end zone. No matter what area you’re struggling in, you can’t reasonably solve it until you begin to critically assess the “why” and this involves tossing your emotionally driven excuses in the trash. It’s easy to focus on the F and you remember their names just like Tony Dupaquier says. And they’ll wreck your day if you let them! The secret is learning to quickly identify them by observing their behavior. You start out with your usual professional presentation and before you’re halfway through, they’re folding their arms and quietly shaking their heads sideways then reply with, “I just want the car-nothing else”. A couple more attempts and they reaffirm what they already told you as they’re looking at their watch. Time to shut it down, print the docs, and move on. And don’t go around whining about it afterward. Let's say your T&W penetration is languishing in the 15% area and it seems like most everyone is tuning you out. Drag out your enrollment contract and begin reading the fine print under the benefits section as a way to handle objections. You know it’s a good product, but they often need more information to make a buying decision that works for them. Learn and become a product expert to address their concerns ahead of your own. No matter what area you’re struggling in, you can’t reasonably solve it until you begin to critically assess the “why” and this involves tossing your emotionally driven excuses in the trash. If others are doing well with the product, then you can too. Critical thinking has always been the engine that drives any industry to improve on already established principles. We see this in computers and the tech sector. The key is seeking to constantly improve while driving down costs. Just about the time a product is introduced to the public, it’s nearly obsolete in the design and R&D departments of the companies. This is because they’re already working on the next best way to produce it with more processing speed and for less money. Simply put, if you’re not progressing, you’re digressing. Listen, a necessary part of your job is to be constantly looking at every area of your job, seeking ways to get better no matter how small. start laying some bricks! Good luck and keep closing. In doing so, you’ll never get stagnant. So, get out your mortar trowel and 16
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