Lessons from a Genius

“Genius” represents the highest level of accomplishment in “Genius” represents the highest level of accomplishment in INFINITI’s Tiered Recognition Program. INFINITI University Online INFINITI’s Tiered Recognition Program. INFINITI University Online spoke with a Genius to learn how he turned a temporary position spoke with a Genius to learn how he turned a temporary position into a rewarding 36-year career.

Mike McVay was visiting a friend at a Hyundai dealership when he was offered a sales position. “I had been selling office equipment, but I was between jobs so I thought it might be a good ‘stop gap’ position to do for a little while,” he says. “If you had told me I’d still be here 36 years later, I would have told you you’re crazy. But here I am!” The Hyundai store was owned by Bullard Automotive Group, which opened INFINITI of Mobile, in Mobile, Alabama, in 1992. McVay jumped at the opportunity to be part of the inaugural sales team. “I went out to Phoenix where they had a week-long INFINITI course to learn about the company’s philosophy and to drive the vehicles at the Firebird International Raceway,” he says. “It was a fantastic introduction to the brand.” With 31 years of INFINITI experience, McVay is selling to the children and grandchildren of his earliest clients. At 72, retirement remains some years off. “I love the INFINITI product and Bullard is one of the finest companies in the country, which explains why I’ve never gone anywhere else,” he says. “I wouldn’t like not doing anything. Most days I prefer being here than anywhere else.” McVay shares what he’s learned about INFINITI, sales, and clients in more than three decades in the business. Can you recall the lineup when you started in 1992? “We had the Q45 and M30, along with the G20 and the J30, which had just come out. I got the chance to drive them in Phoenix and immediately liked them all.

Can you recall the lineup when you started in 1992?
“We had the Q45 and M30, along with the G20 and the J30, which had just come out. I got the chance to drive them in Phoenix and immediately liked them all.

31 years is a long time with one brand. What convinced you to stay?
“If something’s not broke, why fix it? INFINITI is a product I believe in. I’ve driven many over the years and drive a Q50 now. I tell clients about my son who went to Auburn University many years ago. I got him a used G20. Like a lot of college students, he wasn’t too reliable about oil changes or maintenance. But that car never gave him any trouble for years.”

What do you like so much about your Retailer?
“There’s a stigma that goes with car sales because of the experience some people have. But here, there’s no group of salespeople waiting for clients on the front porch. There are no high-pressure sales tactics. We let people take their time and let the sales process flow. People recognize that I’m looking beyond the end of my nose. I’m here for the long haul and that builds trust.”

So you have clients that have made the 31-year journey with you?
“Yes. I just sold a vehicle to an 80-year-old client, and I had actually sold a car to his father many years ago. I’ve sold to this client’s siblings and their kids. I’ve probably sold 25 cars to that family over the years.”

How do you account for that kind of loyalty?
“They know I shoot straight. I spend time finding out about their needs and I tailor a vehicle to them. I’m concerned about them finding the right vehicle, not me making one sale. I’ve got clients who call me up even if they are not buying an INFINITI to get my opinion on the deal they are receiving somewhere else. It shows they’ve got faith that I’ll do the right thing.”

Is it difficult staying in touch with so many previous clients?
“It’s a lot easier than when we used to keep client information in boxes of 3×5-inch cards! Our CRM shows who is coming in to the service drive and who you need to contact. You’ve got a client’s history, their spouse’s name, and what vehicles they’ve owned right in front of you. You just need to make the effort to contact them.”

What’s the key to successful investment proposals?
“Allowing people to get there at their own pace. Figure out what vehicle suits them. Then proceed at a pace that is comfortable for them, not you. Let them do the guest drive and see if they want to move forward. Show that you are there to help them make a rational decision for what they need and can afford. Never try to strong arm anyone into a decision.

What was your favorite INFINITI to sell?
“I’d say the M35 was my all-time favorite. When it came out (in model year 2005) it was just the right size with the right equipment, and it had such a nice ride.”

What should someone new to the business understand to succeed?
“Commission sales is a different animal if you’ve never experienced it before. One month, you’ll feel like an absolute hero and the next you may not. You can’t get too high or too low. Expect the ups and downs, otherwise it takes an emotional toll.”

What do you like to do when you’re not selling vehicles?
“My wife and I love to travel. We went to France with some good friends back in 2009 and we liked it so much that we’ve been back there three times since. We look at something 150 years old here and think it’s old. Over there, you might see something built 1,000 years ago. It boggles the mind.” But you’re definitely not retiring to do more travel? “Not yet! I’m 72 and have worked for this company 36 years — that’s half my life. I’m sure I’ll retire one day. But right now, I’m still enjoying selling INFINITI vehicles.

HATS OFF TO HERITAGE HATS OFF TO HERITAGE.  Thank you for your decades of dedication, Mike McVay!