Recently, I found myself in the market for a larger car to give my family some extra space. After briefly imagining myself as a truck guy (spoiler: I'm not), I ended up at a well-known dealership in Dallas owned by AutoNation. The test drive was fine, but the real challenge came: pricing.
I'd already done my homework. The dealership's website showed a significant discount on the car I wanted. Armed with this info, I sat down with the sales team. That's when things took a turn. The finance manager's "best offer" ignored the website discount altogether. When I pointed this out, the sales associate looked at me like I'd just asked her to recite the periodic table.
Thinking it was an oversight, I brought it up with the finance manager, who confidently explained that some customers never check the website and happily pay full price. That's when it hit me: this wasn't about customer satisfaction but exploiting uninformed buyers. Trust was being tossed aside for a quick buck.
Still, I tried to negotiate. The finance manager doubled down, telling me, "This is a business. I have to make money." That statement nearly had me laughing out loud. Yes, businesses need to make money—but not by undermining their customers. I left without the car, disheartened by the blatant disregard for integrity, and feeling disappointed in the dealership's lack of ethical business practices.
The comedy didn't end there. The next day, I got a follow-up call. When I mentioned a special financing offer I'd seen online, the finance manager told me he'd have to "add his margin," making the rate 100 basis points higher than advertised. His reasoning? "We have to make money somehow." That was the final straw.
Ultimately, I went to a different dealership founded on honesty and transparency. The contrast was stark. They honored the online pricing, offered a special financing rate without hidden fees, and treated me respectfully. It was a relief and a reminder that not all businesses sacrifice integrity for profit.
It saddens me how many people unknowingly pay more at places like AutoNation, trusting they get a fair deal. This differs from how organizations that care about their people, customers, and reputation conduct business. It also makes me concerned for the young sales associate learning that this is "how business is done."
Here's the takeaway: Trust and integrity aren't just buzzwords but the foundation of sustainable success. Businesses prioritizing short-term gains over honest relationships may win a sale today but lose loyal customers tomorrow.
So, here's to doing business the right way—with integrity and honesty—today, tomorrow, and forever. Let's all strive to pursue excellence in what we achieve and how we achieve it, inspired by the belief that integrity is the foundation of sustainable success.
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