I’m joined by Neil Carrahar, Operations Director at Symco Training. This is a straight talk episode about standards, culture, and the day-to-day operational stuff that drives results in a dealership.
We cover what “good” looks like in the real world, why teams drift over time, and how managers can set expectations that actually stick.
If you’re a dealer principal, sales manager, or anyone trying to lift performance without turning the place into a misery factory, press play.
Finding this useful? Follow the show
About Symco Training:
Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.
To find out more visitwww.symcotraining.co.uk
Welcome to the Selling and the Motor Trade Podcast, an association with Symco Training. This is the weekly podcast where we share best practice tips and ideas on how to sell more cars, improve your service department and generally put more profit into your dealership or dealer group. I'm your host, Simon Bowkett. As some of you probably already know me as Skipping, I will start by saying thank you for taking the time to listen to this podcast. Hi, welcome to another episode of Selling and the Motor Trade. Today it's a new year. It's the second of 2026 and I'm joined today by Neil Karahach. Now Neil is actually the brand new operations director for Symco Training. I'm really excited to introduce Neil to you because I've learned so much from Neil in the last six weeks, four weeks, something like that, Neil. I'm really excited to learn more about you and let our audience just to hear all about you. So welcome aboard. Thank you, Simon. It's great to be here. Hello, everyone. Did you have a nice Christmas and new year? Fantastic one. Yeah, it's time for family and the beach with little boys, stuff like that. So listen, I'll just start off with a question that we always start off with so many people we've interviewed and this really separates the real motor traders from the guys that they're not, it's not in their blood as much. Do you remember the first car you ever sold? It was a great ride. It was a zootie-swift, 2001, I think, 2002, something around that era. It was brand new, the three-door and the gentleman that part exchanged it, part exchanged an identical car in blue, the same, the same Megan model. It was the most one I could have ever done for me first, too. It isn't quite funny. So many people remember the first car, the whole circumstances and it just gets into your blood. Do you still enjoy the buzz that deal today, as you did from when you started all those years ago? I do, absolutely. It's not like the buzz of a deal is the Simon. That's true. So listen, you've worked at pretty much, okay, most levels in the motor trade, okay? Working with people in the showroom, working with people in the boardroom. When you look back, what role has really shaped you the most in your career? It's been so many, the honest Simon. I think the one that really stands out, I took a job as a sales skills development manager. I was my first sort of movement off the shore and floor and into learning and development work. The experience of that role really shaped who I became as a person because I started to realize I've thought entirely, transactionally for so long. And then I started to understand so much more about the human factor, about people, about mindset, about what motivates people to perform, understanding performance management, all sorts of new dimensions that I'd never really considered before. And it made me really think about how can I make a difference for other people in the future with this new family wisdom and what things would have done differently if I'd looked back in the past and I'd have the knowledge earlier and I've shared that with quite a few people successfully. So, can I ask you, I'm always amazed. Why do people like you and I give up a good job, operationally, earning decent money, decide to go into the world of coaching and telling people how to do it? What was it for you that made you want to make that leap into learning and development? There was a number of things, Simon. I remember back in 2005, I worked in the BMW and Mini Network as a salesperson. And I remember going down to the BMW Group Academy, down and ready. And thinking, I have to go on a course, don't really want to go and spend a week away from home and drove down on the Sunday afternoon, it was like five night residential. And really wasn't looking forward to it. And the following five days were really transformational. I remember meeting their lead sort of academy lead, a chap called Alan McNutt, a very inspirational man. And he started with a few waterliners and a few jokes, set out some ground rules for the week and what a transformational week that was. And it finished with, you know, they did a recording, effectively a mystery shop, if you were role-playing an entire customer experience from end to end and nobody of course, nobody wanted to do it. And then you got a graduation at the end and it was just what an experience it was, you know, when you start to realise the skills that you think you have and how many more skills that you still have to gain, like we all do today. And I remember that really, really struck with me quite, very long time. And then when my wife wanted to start a family, my wife and I wanted to start a family and we talked about, you know, what do we do? Work in Christmas, work in New Year, work in some of the long hours that we do. And that was where I made the decision to start looking for something like what I landed. And that's how I found myself working in the Northeast with a company called Benfield doing that group sales skills role. And it was a great period of my life. That was a lot of fun. Okay. Well, going back to when you were selling. Do you remember the first time you realised that selling cars, it was actually a serious profession, not just a job? I certainly do. I think I'd go back to that week residential trip in Reading. I'd been selling cars for three or four years at that point, thought I was great at it, and then realised actually, I'm going to admit it, this is far more serious and professional than I'd given it credit for. And starting to think more, you know, they were very focused on premium customers being BMW, of course. But starting to think about the deeper demands of a customer and how many things I've missed, how many deals that I missed with the skillshorns that I'd had before that point. And I genuinely came back from that, a different person and really flourished in the sales role after it. So, you know, if I'm going to apply it that way, and there's so many other people that can help. Okay. Now also from Porsche, I don't know, one syllable or two syllables. So I say Porsche or Porsche, I never know. Two syllables for you. I mean, all the topics so many people that is, yeah, now Porsche. BMW, Mercedes-Benz, a jail art, my belief. Volume brains as well, starting with Suzuki from my understanding there. Yeah. Can I just ask you about the difference then between what did premium teach you compared to volume and also vice versa? What did you learn in volume that you wish the premium guys did? Or is there much of a change or is it just a mindset? Is buying a car? If I'm buying that, that Porsche is at the same emotions I'm going through buying a Suzuki, I suppose, is why I'm asking it. It definitely is. If we think about a customer spending six figures on a car or a customer spending more four figures on a car, it's an emotional purchase for them. It's a big purchase for them. And sometimes I think in the kindestry, I've heard this so many times, we take it for the round because we're immersed in it every day. We're doing it all day, every day. And we don't necessarily think about the depth of the emotions, the choices, the shopping, the customer shopping list, have they had to get household approval from another purchase and another member of the family that's there, got purchasing intent as well. There's so many things to the journey that we don't even factor about when we cover generic sales training. To come back to the question about premium and volume, I think what I definitely learned about being immersed in both worlds is that every customer's vitally important and every customer is a future after sales opportunity, future parts and body shop opportunity, a future retention opportunity. Regardless of what badge is on the bonnet, it's just vitally important to give them a great experience, deliver it passionately and make sure that where their next point of contact next time around, friends, family, servicing, all of it. We work with all brands, as you know, and there really is this situation sometimes that premium customers are going to be different. And I always think, well, are they that different to me? Because people are different. I agree with that. But in Suzuki and Porsche, you're going to have people still need to see value in the product. People still want to, you still have to ask for the business. And I see the same issues happening in both ESIS. We have to mirror and match our customer. We have to deal with who we have in front of us. But you know, we never forget the Porsche customer might be the same person as also buying that Suzuki. Absolutely. Yes. Thank you. Drink that same person completely different because they're buying the Mcken and now they're going to buy the chimney or the partner or whatever there. Yeah, that's interesting there. When you're a frontline leadership, okay, so you're a sales manager, you're a business manager, frontline leadership, I think it's different because you've got these same people day in, day out, you're talking to, then you step into a divisional role where you are all over the country, okay, with virtue, you're working out beforehand. Okay, when we first met, you were all over the country from, I believe as far south as Plymouth, was it something like that? Plymouth, all the way up into Scotland there, I want to get my head around. Is there a mindset shift to go from frontline leadership where you're there day in, day out, you can make sure people do it to when you're there once a month, making sure people are doing it when you come back? What's the mindset difference did you have to make? There's a number of things there. I think when you think about going to a development work with a person or a leadership team or a department, it's understanding what the challenges of that department is. Is it a leadership issue? Is it a skills gap issue? Is it following a process issue? There's so many different things to factor in. Thinking about making an impactful change, going into a dealership, identifying an issue, doing some training, doing some one-to-one coaching with various people, it's all effective if the leadership is aligned with what we've done when we've been on site and that that message can be carried on when we leave the dealership and maybe come back a month later. It's vital for that alignment to be present, otherwise you end up with chaos. It's making sure that the leadership team are clear on what we're going to change or what we're going to do together and also clear that the team understand what it is we're wanting to do and why. Effectively going through, tell me, show me, let me coach me, make sure all four steps are present and that there's no gaps. It's so true. How often do we train people? Are there sales or after sales? They're all, we don't do it that way or the dealership. No, no, we do it a different way. No, my manager always asks me how much the customer wants for their trade-in. Someone says, no, my manager never asks that question. He says, don't ask the question. It's ridiculous. It has to be that consistency, doesn't it? Definitely. Just people, they're all on the same page. Let me ask you, you go into a brand new dealership and you're doing that lots at the moment. Maybe it's an underperforming site. What's one of the first things you look at? Let's just take a sales department and start with. A sales department is underperforming. What's one of the first things you will look at to see why it's underperforming? One of the things I like to do, especially when in that very early stage of meeting a dealership team for the first time, it's great to arrive at the site, get a first impression from whoever you bomb into first. That could be anybody. I remember walking into a vault so I can dealership once and I walked into the divisional finance director. I had no idea who that lady was. She greeted me very professionally as if she were a salesperson, children, or whichever. I thought, that really stuck with me that memory. I like to observe the first impressions in terms of the welcome and the site from whoever it's from. Then, I hand over to a member of the leadership team. What's the reception like from them? Get an understanding from them of, tell me what's great about your department or the dealership. You'll get the smile and you'll get the passion and you'll hear all the stories about what the really proud of and proud industry it's. You get loads of lights, great. It's lovely hearing some of the positive stories. As we get a little bit deeper in the friendship starts to form, the relationship starts to form with the leadership team. It's like, what do you think the main challenges are? What things would you overcome? What things do you think we should try and overcome first together? It's really important just to let that leadership team see and understand that I'm on site and value, nothing else. I'm seeking to understand their problems rather than give them new problems. Can I dig a bit deeper here then? What do a struggling dealership usually blame? What's the actual real reason for the issue? Again, we take that sales department. What do they normally blame and what's the real issue? Is it the same thing that they blame or is it something else often? So many things. You can have in some bigger deal of, you can have a head office, it's head office is fault, they don't give us this and they don't give us that. All the time, and the reality of it is usually far from that. You get a little bit deeper and you start to say, maybe there's a misalignment between the management team that they don't see, or actually there's a sales team that might be under-motivated or badly managed and they become militant. All of a sudden, there's this fracture that you can see from a mile across the room and the leadership team, the management team, sales team are all working with each other, all day, every day. And there's a lot of time they don't see it. So as you start to ask the questions and dig a little bit deeper, that sort of mid-afternoon debrief that you can have with the general managers usually quite revealing. You share some of your experiences and ask the general manager, you know, Bob, what do you think the dealerships challenges are? As the day progresses and you start to share some of your observations and I hadn't picked them on that. Yeah, I've picked them on that so many times. Brilliant. What have you done about it so far? And start doing a little bit of general probing about, well, you're right, you're aware there is an issue there. But what have you done about it so far? Okay, great. What was the outcome of doing that? Not much, right? Okay, what else have you tried? You know, good old-fashioned, deep dive, the five-wise, deeper and deeper. And all of a sudden, you know, you get some real real meat on the boat ones actions to put together as a team. The following morning, you know, if it's a two-day visit, join the sales meeting, share some positives, you know, some of the great things that you've seen, catching people doing things right, celebrating success. And quite often, you know, we're talking about a broken dealership or an underperformed department, maybe for someone to come in and start saying, actually, Simon, I just thought I'd share with you. I saw you with Mr. Griffin yesterday, and I thought it was great how you handled that objection. You get the, you know, the team saying, after the time, we have prayers, we get recognition for things like that. It's all right. Okay, but it was true, and it was sincere, and rightly so. Is it so true? I get so many managers and all walks of life, just turn around. That's wrong, and this is wrong, and that's wrong. And they just point out everything that's wrong. And by the way, they're probably right on the things that are wrong. Yes. But people live up to the reputation they've given, good and bad. And if you keep on telling them everything that's wrong, they'll know exactly everything that they're doing all the time there. Absolutely. And it's flipped that around as well. Catch people doing things right. I love it how you said that. Because actually, that's where that grows, doesn't it? It gives them that feeling that we're not a bunch of failures here. It's changed that culture often, isn't it? It really is. Thinking back to the stuff we talked about earlier about mindset, once you start catching people doing things right and giving genuine recognition for it, when you start to talk about the things maybe later that aren't perhaps going so well, it comes from a better angle of credibility. Simon, I know this earlier when you had Mrs Griffin, she gave you this objection, I listened and said, well, I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. I'm not going to be a fan of it. That's all I have to do now. I'm going to go to negotiation and leave us. Love it. Love it. Listen, also we go to talk about compliance now. We want to talk about how we balance like F&I performance on a profit basis on the commercial side of that, and with compliance, treating customers fairly and the trust. Is one killing the other? No, I don't think that at all, but I want to get your views on how as compliance, playing playing devil's advocate there is one killing the other but yes compliance what impact is that having on their commercial performance i think being regulated as a fabulous assets who are industry and everybody's you know understandably cautious and and delicate footed around regulatory things whatever we've got to remember is when we sit down with a customer and just say Simon just prougall through some funding options with you i need to let you know that we are whoever more to group whom we chose to be authorized and regulated by the financial conduct authority we're actually carrying credibility into that conversation by doing that professional disclosure and when we then discuss options with the customer that we've disclosed were regulated and qualified to do we're building value into that and when you think about a customer journey people think about what bm doeley group taught Neil Carahot to be a salesperson 20 years ago in 2005 in Reading yeah customer journey is vitally important customer experiences and as is being compliant with the regulator and that's why it's vitally important for all dealer groups regardless of size or scale to make sure that their compliance journey and customer journey are two perfectly aligned things what you then end up with when you've got a journey that's been carefully thought out well trained and delivered and then executed by the leadership team you've by default got a compliance sales customer process experience and a measurable customer experience all over the net one so really when when it's done well and it's been trained well and it's being managed well compliance just means better performance better credibility it's it's fabulous for our industry to be regulated it's all about mindset yeah so listen i'm just listening that and it's it's almost challenging leaders it's challenging senior leaders sometimes and i listen i know you well enough now Neil in six weeks you will challenge leaders but i'll answer the question how do you challenge without creating that resistance well how do you do that because it's it's natural isn't it for people to put the barriers up when you're telling them that something needs improvement i think it's vitally important you know what you know earlier on when we talked about um your first arrival at a new dealership or meet the management team leadership team for the first time it's all about at that point that very very first visit that first time you meet a team that you're going to work with do development work with that they understand from the very beginning i'm not coming on site to be combative or unpleasant or difficult i'm coming on site to add value nothing else i will seek to find out what's wrong with the business not to be combative or difficult but to help work with and create alignment on the issues and as long as the the team that you're working with understands that you're not there to be difficult you're not there to catch anybody out if anything you're there to catch them doing things right and then build on the challenges that you're going to share with all of a sudden you've got a completely different mindset from the team you're working with if i was to visit a dealership do some development work a month later i'll pull up outside in the car park the same number plate in the car park i'd love to think the water had great nails here right he's going to he's going to give us some more help and that's really what it's all about finding issues together fixing issues together quite often chair and success celebrating success and then building on the things that need fixed as a team i listen this has been really good so far but listen let's pause there now and let's pick this up next time just to continue to get to know you because i'm just really enjoying this conversation i just don't want to cut it short that just leaves me to say that all details of this episode and other episodes on the selling in the motor trade can be found on our website simcotraining.co.uk go there to get a copy of our book words that sell cars go there to sign up to a free trial of our sales fitness online sales training program easiest way to get hold of me is Simon Bowkett food linked in thank you
