Much of what we encounter in the F&I office is not controllable. We have no control over our lender’s interest rates. We can’t control an increase in the cost of our products. And we can’t control the fact that four customers decide to buy a vehicle at the same time, and all want to take delivery right now. As an F&I professional, you cannot focus on the things outside of your control. You have to focus on those things that you can control.
Give yourself the time and space to process the “curve balls” that you encounter daily as an F&I professional. Keep a notes section on your phone. Each time you encounter a situation or objection, jot it down. Hear a great close? Jot it down. This will allow you to go back and become introspective and self-reflective, thus creating a growing list of digital intelligence you can use to improve your skills. A professional works on the craft every day, and not just game day. Do this on a continuous and consistent basis, and you will improve your confidence. Building your casual confidence level is one of the keys to success in any position within the dealership, but especially in the F&I office.
Picture this: You are handed a deal jacket by a sales manager. “This one’s all ready to go for you,” as the manager drops the deal on your desk and walks out to the showroom. Six minutes later, the salesperson hands you a business card and says, “I got you the miles to the trade!” waving it back and forth. On the reverse side, there is an etch number written in red crayon. The folder has a cover sheet marked off as “checked by the desk,” and yet the trade color is still unknown. There is a stapled, hot-pink sticky note that reads, “missing wife’s DL” and also written with a giant Sharpie, “INS CARD EXP.” Sound familiar? Start utilizing whatever checklist you have on every deal.
Have you ever gone to the grocery store with a list in your head of everything you needed, only to forget a few things? Or worse, to have gone to the store with a written list that included everything you needed, then realize after you get home that you missed an item. We have all the best intentions. Those are theoretical practices, and then practical reality sets in. And that's where mistakes happen. Deals are lost, gross is sacrificed, and customer experience is compromised. Finance is the stopgap for the store. We can control what flows through our office.
Start by keeping your office completely clutter-free. Wipe down your desktop with something – try a Lysol wipe – that smells better than whatever you had for lunch that day. Perhaps have some light music playing in the background. Especially if you already know what the customer likes. On the wall, hang a picture of your family and keep a live plant nearby. This will increase your chances for success; it humanizes you.
Want to show your guests you really care about them? Make sure you offer them a beverage before they come back to your office. If you’ve already met the customer or confirmed their information by phone, have their deal loaded and as much of their paperwork as possible preprinted and ready to go before they arrive.
This communicates to a customer that he or she matters, that you were expecting them and that their time is important. It demonstrates respect and shows that you are a true professional. Nothing is more frustrating to a consumer than being on time for a scheduled appointment and meeting an ill-prepared person.
Every guest wants a clean, professional environment and a friendly atmosphere with easy access to customer amenities. Offer to charge their phone, which also gets it out of their hand so they can focus on the transaction. Provide easy, simple refreshments, like candy, granola bars, water or coffee. Make every guest feel like a VIP who just won backstage passes to the magic show, and watch what happens to their attitude toward you and the products you’re about to offer them.
You must make customers feel like you actually thought about them before they arrived, how you can make this a great experience, because it is so glaringly obvious when you haven't. When you care, it shows. People can feel your energy, your enthusiasm, your passion, just as easily as they can observe your frustration, and your physical body language.
What are you going to do today to “get under control”? Your attitude? Your office? Your process? You owe it to yourself to write down three things you can control, and then commit to becoming better at controlling them today. Because today is a beautiful day to help a customer!
Justin B. Gasman is a senior training consultant with Reahard & Associates. With a father who was an F&I manager, he began his own industry career in 2003. In 2014, he won first place in F&I and Showroom’s F&Idol contest and helped his dealer earn F&I Pacesetter status, putting it on the map. Justin is AFIP Master – Certified & ACE Certified.
