My passion for vehicles began at a young age because I grew up in the automotive industry. My father owned an auto parts store and as a teen I worked for him part-time while attending school. My father was a tremendous salesperson, and from watching him I learned what characteristics make a great business owner. He was ethical, caring, and his customer service was unique in that he went above and beyond the call of duty. He actually went out to his customers' garages and listened to what they told him they needed. My father was flexible and worked with the needs of the customers right up until he retired and closed the business.
I was still in high school at the time so I worked part-time at a sporting goods store. While there, I had the opportunity to engage customers in conversations and zero in on what they really needed. I actually had customers who would not make a purchase if I was not there to advise them. They would come back another day because they would only deal with me.
At the age of 20, I was recruited to work at one of the largest auto dealership groups in New York State. I was a sales representative and in that position for only one year and three months before I was promoted to a management position. While working in that high-paced work environment, I was taught how to quickly Tag, Bag and ship out customers in their new vehicles, never to see them again. But that didn't feel right to me. Sure, I made a lot of money that way but I thought; if I was the one purchasing a vehicle I wouldn't want to be treated that way and I certainly wouldn't want my friends and family to be treated like that. I decided the Tag & Bag approach was NOT the way auto sales should be done.
So, I came up with different ways of changing the vehicle purchasing process to make it friendly, more personal, and less stressful. Then I decided to take a big risk and purchase a dealership of my own so that I could put into practice my maverick style of selling automobiles and provide great customer service.
I taught my employees a new way of thinking about the customer. They had to change from the Tag & Bag approach to being patient, focusing on listening to the wants and needs of the people, being respectful of the customer's valuable time and showing that we genuinely cared. I showed my employees the way auto sales SHOULD be done. I developed a friendly, fun and exciting environment so my customers would actually enjoy their vehicle buying experience. I told them that the new goal was to keep our customers for life. Now, I can take really good care of my customers and connect them with quality vehicles they are happy to purchase.
I believe in the CAR BUYER'S BILL OF RIGHTS.
YOU HAVE THE RIGHT TO:
A WORRY FREE CAR BUYING EXPERIENCE
A FREE SERVICE WARRANTY
THE JAMES ADVANTAGE
THE MOST MONEY FOR YOUR TRADE-IN
A FAIR & EASY CREDIT APPROVAL PROCESS
A THREE DAY, 150 MILE VEHICLE RETURN EXCHANGE GUARANTEE
What's in it for me? I can go to sleep at night knowing my customers are happy. The proof is in when they come back to me for their future purchases and when they eagerly refer their friends and family to me. My customers know that not only will the people they send in be treated with the same friendly, good-hearted, customer service but they will also be given a good deal. You see, I feel everyone deserves to drive a nicer newer car.