The Right People In The Right Roles - Lessons from a Car Showroom

Here's one of my favourite stories which gives a great example of having the right people in the right roles, it's all about potential and customer experience. It took place a few years ago in an aspirational car showroom in Bristol ....  

The Return to the Car Showroom

A few years ago, while running a business, managing a building project and raising very young children, I found myself in a car showroom waiting for an MOT for my car. The last time I had been in this very showroom, my car failed its MOT and with no bandwidth to consider new car options that day, I bought the exact same car I arrived in but a few years younger, it was the only choice I could think of during a chaotic period.

Fast forward a few more years, I was dropping off the car for an MOT again and this time with a tingly sense of excitement and the financial means to potentially purchase a new car again.

I had to go to a meeting in Chepstow though, so I dropped the car, cycled over the Severn Bridge to a meeting in Chepstow and then cycled back to the showroom to work while I waited.

Feeling "Othered" in a Luxury Space

Wearing mountain biking gear, complete with helmet hair (and before the era where working in casual attire was more accepted), I didn’t look like a "typical" car buyer. I smiled and waved at the salesman who had sold me my previous car. Nothing. No recognition, no acknowledgment and I was ghosted.

At reception, I asked if I could work upstairs while waiting for my car. They said yes and said I needed to make my own coffee, it wasn't that big a deal but I didn't feel pampered.

Upstairs, as I settled with my laptop, no one checked in on me. No offer of assistance, no questions about whether I was interested in purchasing a new car. It was a stark reminder that how people perceive you can change dramatically based on appearances.

The Unexpected Standout

The highlight? A conversation with a young woman cleaning the bathrooms. Curious and friendly, she asked what brought me in. She asked me so many questions about my biking, about what sort of car I might like and why. She was genuinely interested and we had a great 2-way conversation which really resonated and she showed genuine enthusiasm.

She was the only person that day who made me feel seen and valued. Ironically, she had the perfect personality for sales: approachable, interested, and able to connect. Yet, she was cleaning the toilets while less engaging staff occupied the sales floor.

The Wrong People in the Wrong Jobs

This is a textbook example of potential wasted. How often do we see people with the perfect skill set for a customer-facing role stuck in positions where their talents go unnoticed? That young woman had every trait you'd want in a salesperson. Imagine the impact she could have if given the chance to engage with customers beyond fleeting conversations.

By contrast, the sales staff seemed more interested in clients who fit a certain profile, certainly not me, perhaps corporate buyers on lease deals or men who "looked the part." But here’s the thing: I, a woman in her 50s with the financial means to make a significant purchase, was overlooked. Was it my attire? My gender? My age? My lack of a male companion? Hard to say. But the takeaway was clear, first impressions are often based on stereotypes rather than potential.

Cars, Careers, and Life Stages

And here’s why you should have career returners or 50+ female talent in car showrooms because just like career priorities and homes, our needs shift with different ages, life stages and big events. As an example, here's my car history.

• In my 20s: Ford Fiesta, XR2, Golf Convertible, VW Scirocco

• In my 30s: Peugeot 306 Convertible, Mercedes SLK, Mercedes CLK.

• In my 40s: Out with the convertibles, in with the Estates

• In my 50s: The Estate could go but I love my navy car, I can get my bikes in the back and I can camp in it!

Who better to advise on these decisions than someone who has lived experience of the journey.

The Bigger Picture: Representation Matters

Women, especially those 45 and older, influence a vast number of purchasing decisions, including family cars. Yet, how many car showrooms reflect that reality? Where are the returning mums, the seasoned professionals, and those with lived experience who can relate to the varying stages of car ownership?

If the showroom had more staff like the young woman I met in the bathroom, they'd undoubtedly make more meaningful connections with customers like me and sell more cars.

Final Thoughts: Unlocking Potential

This isn’t just about car sales. It’s about recognising potential beyond the surface.

• Hiring managers: Look beyond the CV and the suit. Talent and connection come in many forms.

• Businesses: Prioritise empathy and engagement over assumptions. Your best salesperson might be cleaning the floors. Get to know your workforce and see if you could fill some of those gaps with your existing employees and some training

• Consumers: Don’t let appearances fool you. And if you’re in a position to make a hiring decision, think about the qualities that truly matter.

Businesses keep your eyes open, you have so much talent in plain sight!

Why Hiring Over 50 Talent Makes Sense: Age diversity isn’t just a nice-to-have; it’s a business imperative. Hiring talent over 50 brings invaluable experience, resilience, and a broad understanding of customer needs. People in this age group often have exceptional problem-solving skills, a strong work ethic, and emotional intelligence that enhances customer interactions. They’ve navigated life’s complexities, have lived experience of car buying and bring a level of maturity and perspective that younger employees are still developing. Plus, older workers can better relate to a significant segment of your customer base, especially in large value sales where buyers often seek reassurance and practical insights. We are also half as likely to job hop, move for more money or be absent. What’s not to like?

#RightPeopleRightJobs #CX #InclusiveWorkplaces #RepresentationMatters #AgeDiversity

PS I have kept the name of the car showroom out of this blog.

PSS Please let me know your not being welcome in car showrooms stories, I’ve heard so many!