While I was waiting for my car to be serviced, I wandered into the new car showroom (just as they wanted me to do!). I was the only customer there so the three salesmen and I had a nice chat as I heard about the features of the latest model.

It struck me that this was a tremendous waste of manpower. Do people just show up at the dealership in the middle of the afternoon on a weekday and decide to buy a car? Three at a time?

The staffing levels sound like a vestige of a previous era when people had not done their pre-shopping online and more people came in to explore options. Today, many could come to the dealer by appointment already knowing which car they wish to test drive or buy. It seems that the showroom doesn’t need to be so heavily staffed or those there could be focused on online responses instead of standing around as they appeared to be doing.

Take a look at how you allocate your human resources and consider whether it matches the way your customers interact with you in post-pandemic 2021. It might be time for a new model.

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