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'I'm not ready for you yet' won't fly anymore

Don’t make customers wait for you, advises Ron Reahard of Reahard & Associates. If a grocery store cashier told customers they weren't ready yet, the store "wouldn’t be in business two weeks," Reahard said. "But [F&I managers] do that to customers all the time because we want to follow our process, not their process.” That doesn’t work with today’s customer, he said. 

Have a good F&I tip to share? Email Hannah Lutz at hlutz@crain.com
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