Allan Young doesn't care for salespeople. More importantly, his analytics say, neither do customers.
So about three years ago, Young, the dealer operator of Wayne Akers Ford in Lake Worth, Fla., near West Palm Beach, got rid of them all.
He says he didn't fire anyone but instead redefined employees' roles as part of sweeping changes to the dealership experience in a bid to make Ford cool in a diverse community where many consumers wouldn't give the brand a second thought.
Before customers ever walk into the showroom, they can browse inventory and speak with representatives at off-site kiosks sprinkled at partner locations throughout South Florida. When they enter the building, they're greeted by a concierge, who helps direct their experience. Only upon request does a product specialist come from the back to answer more detailed questions about a specific vehicle.