Hi friends,
Let me ask you something.
When a customer walks into your dealership, do you think they’re excited… or guarded?
Most people don’t feel excited until the keys are in their hand. Before that, buying a car feels like a stress test.
They’re worried about making the wrong decision. They’re afraid of missing something. They don’t know who to trust yet.
That’s the part we forget.
Empathy Isn't Soft, It's Operational
In this week’s AutoKnerd podcast episode, "See It From Their Side," we talk about empathy, not as a personality trait, but as a skill.
Real empathy isn’t agreeing with everything a customer says. It’s not discounting to make tension go away. And it’s definitely not letting customers run the deal.
Empathy is situational awareness turned into behavior.
It shows up when a consultant slows down before the customer asks. When they explain the "why," not just the "what." When they notice hesitation and guide instead of push.
That’s not weakness. That’s leadership.
Why This Actually Speeds Up Deals
Here’s the paradox most dealerships miss:
When customers feel rushed, deals slow down. When customers feel safe, decisions happen faster.
A guarded customer asks more questions, hesitates, and leaves to "think about it." A customer who feels understood stops fighting the process.
Trust becomes the accelerator.
The Language of Safety Matters
Small shifts in language make a big difference.
Instead of:
"You’re worried about the payment, but this is a great rate."
Try:
"It sounds like you’re trying to balance the car you want with a payment you’re comfortable with long-term. Let’s look at this together."
Keep crushing it and we will talk again soon,
Andrew Sardone
Founder of AutoKnerd - Dealership CX Development