Why Car Shoppers Walk Out Of Nice Dealerships скачать в хорошем качестве

Why Car Shoppers Walk Out Of Nice Dealerships

Car shoppers don’t leave because of price. They leave because something feels off. This episode breaks down how your building, layout, lighting, furniture, sound, and flow shape trust before your team ever speaks. A veteran automotive architect explains why dealerships can be brand new, OEM-approved, and still quietly push car shoppers away. This video is for dealer principals, GMs, and operators who: Recently remodeled but still feel friction Hear “everything was fine” but lose the deal Want faster transactions without a cold experience Struggle with tech retention and fixed ops morale You’ll learn the difference between customer experience and guest experience, and why the second one determines whether car shoppers stay or walk. Practical takeaway: walk your store this week like a first-time car shopper. Fix one sensory friction point immediately. Do dealership buildings actually sell cars, or do they quietly kill the experience? In this episode of The Dealer Playbook, we sit down with Josh Keough, Licensed Architect and Studio Director at Gensler, to unpack how dealership architecture, layout, and environment design directly impact sales efficiency, fixed ops performance, employee retention, and guest experience. With more than 25 years of experience and 1,600+ sales and service locations designed worldwide, Josh shares how future-ready dealerships are being built to support: Digital buying behavior EV infrastructure and service realities Faster yet more human customer journeys Technician attraction and retention Brand trust beyond logos and signage This conversation challenges the idea that “buildings don’t sell cars” and reframes the dealership as a strategic tool, one that shapes behavior, emotion, workflow, and long-term profitability. You’ll learn: The difference between a customer experience vs. a guest experience Why lighting, furniture, sound, and even smell influence buying decisions How dealership layout impacts RO time, technician productivity, and retention Why EV readiness is more about infrastructure and workflow than showrooms Practical design upgrades dealers can make without tearing down their store How to balance OEM brand standards with your dealership’s unique identity Why great design must support people first, not just vehicles If you’re thinking about your next renovation, EV transition, or how to stand out in a digital-first world, this episode will change how you view your building. Who this episode is for: Dealer Principals & Owners General Managers & Fixed Ops Leaders Automotive Architects & Designers OEM Leadership Teams Anyone responsible for dealership experience, culture, or long-term growth Timestamps 0:00–2:37 Hook & why dealership design matters 2:37–5:10 Josh Keough's background at Gensler & global automotive work 5:10–8:05 Customer experience vs. guest experience in dealerships 8:05–11:20 The three stakeholders every dealership building must serve 11:20–14:40 Why brand identity is more than logos & signage 14:40–18:10 Designing layouts to support different sales processes 18:10–21:30 Talent attraction, technician retention & back-of-house design 21:30–25:00 Fixed ops efficiency, RO time & service flow 25:00–28:40 EV infrastructure planning dealers can’t ignore 28:40–31:50 Why less inventory on the floor improves experience 31:50–35:10 Lighting, furniture, scent & subconscious buying signals 35:10–37:51 Faster vs. better experiences & final takeaways