As 2025 begins, dealership leaders everywhere are buckling down, returning to their roots, and desperately Googling “How to Manage Millennials and Gen Z Without Crying.” After years of chasing the innovation rabbit down countless holes, it turns out the real secret to success might be… doing the basics well. Who knew?
Successful operators have rediscovered the value of the basics. Amidst technological disruptions and shifting workforce dynamics, dealership leaders are finding that returning to two fundamental principles—training staff effectively and fostering customer-centric operations—is not just prudent but essential.
From a CFO’s perspective, this highlights how these seemingly simple strategies can be the backbone of stability and profitability in a volatile market.
1. Training: Building a Skilled and Committed Workforce
The challenge of training in the modern dealership environment cannot be overstated. With younger employees entering the field and carrying minimal pre-COVID experience, onboarding must evolve from a cursory exercise into an ongoing process. Continuous learning is no longer optional; it’s essential for operational consistency and staff retention.
Effective training programs should integrate interactive methods, mentorship initiatives, and real-world simulations. For example, training scenarios that reflect common customer dilemmas—such as complex financing inquiries or the growing popularity of electric vehicles—equip staff to handle diverse challenges confidently. Combining traditional mentorship with gamified learning tools fosters engagement while building crucial skills.
Moreover, investing in training delivers measurable financial benefits. From a CFO’s perspective, the ROI on training is undeniable. Employees who feel competent and supported are more likely to stay, reducing turnover costs and creating a stable, knowledgeable team that directly impacts customer satisfaction.
2. Customer-Centricity: Moving Beyond Surface-Level Gestures
While “customer-centricity” has long been a buzzword in the industry, 2025 demands that dealerships take this concept seriously. Customers expect seamless, personalized experiences that demonstrate genuine appreciation for their business. Gone are the days when superficial gestures, like complimentary pens or perfunctory greetings, sufficed to maintain loyalty.
To succeed, dealerships must integrate digital convenience with human empathy. While online tools streamline processes like vehicle customization and financing, the availability of knowledgeable staff to address complex concerns remains invaluable. This hybrid approach satisfies a wide range of customer preferences, ensuring that technology enhances rather than replaces personal interactions.
Feedback systems also play a pivotal role in maintaining customer trust. Dealerships that actively seek and act on customer input demonstrate a commitment to continuous improvement. Addressing even minor grievances—such as reducing wait times or improving lounge amenities—reinforces the message that customers’ voices are heard and valued.
Personalization further cements customer loyalty. By leveraging advanced CRM tools, dealerships can anticipate individual needs, from preferred vehicle features to service schedules. Tailored communication and thoughtful gestures—like a personalized thank-you message or a small token of appreciation—transform routine transactions into memorable experiences.
A Financial Perspective on Fundamentals
The financial implications of mastering these fundamentals are clear. Training and customer-centric actions directly impact a dealership’s bottom line by reducing costly inefficiencies and fostering repeat business. A stable, skilled workforce minimizes turnover expenses, while loyal customers generate steady revenue through repeat purchases and referrals.
Beyond immediate gains, these strategies provide a buffer against market fluctuations. By focusing on fundamentals, dealerships establish a resilient foundation that supports sustained growth regardless of external uncertainties.
The CFO’s Grand Plan
A dealership CFO could offer a modest proposal. Let’s create a dealership utopia where turnover is low, training is robust, and customers leave smiling (rather than plotting Yelp revenge). Here’s the plan:
- Reinforce the Basics Through Training: It starts with hiring trainers who can explain “the fundamentals” in a way that resonates. No jargon. No 50-slide PowerPoints. Just practical skills for sales, service and especially the accounting office.
- Incentivize Retention: High turnover is expensive. Let’s keep our talent by offering flexible schedules, competitive pay, and even some non-traditional employee benefits like a pet-friendly workplace and/or employer subsidized pet insurance.
- Simplify the Customer Journey: Technology can help—just not the kind that requires a PhD to operate. A user-friendly CRM and online financing tools go a long way toward making customers feel like they’re buying a car, not a spaceship. In Service, never underestimate the impact of upscale food. Delicious coffee and pastries in your waiting lounge go a long way to creating a meaningful experience!
Pro Tip: Let customers know that their feedback has led to tangible improvements. This can be done through follow-up emails, signage in the dealership, or social media posts. - Create a Culture of Accountability: Every staff member should know their role in creating a smooth, successful dealership experience. Let’s make “What does good look like?” our 2025 mantra. Spoiler alert: it doesn’t look like scrambling to find paperwork while the customer glares at their watch.
Conclusion: Thriving Through Fundamentals
The secret to thriving in 2025 is simple: get the basics right.
The road to success is not paved with elaborate innovations or fleeting trends. It lies in the disciplined execution of training and customer-centric practices. Dealerships that prioritize these essentials will not only navigate current challenges but also secure long-term viability. In an industry often characterized by over-complication, simplicity and excellence in the basics remain the ultimate competitive advantage.
Good business doesn’t need to be complicated.
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