Scene 1 - The Problem
MAC
Saturday already? Six missed texts, three emails, and it’s not even seven. Sales sucks. Service is behind. CSI is down. Finance is complaining about Sales. Sales is complaining about Finance. And Service is complaining about everybody. “Need updated forecast by noon.” Ugghhh We’ve got leads. Inventory from Toyota is non-existant. Reports coming out of my ears. Technology gone wild. More Reports. My CRM is a mess. Even more Reports. AI AI AI. Everything. So why can’t we figure this out? These are good people. So why does it feel like I’m failing them? You know what? Team huddle.
Now at the dealership:
Alright, phones down. We’ve got a problem.
Bedroom Setting: Alarm goes off. Mac wakes up irritated. Checks phone. Starts getting dressed out of ridiculous PJs. Checks report on screen. Checks report. Checks report. Reads phone. Beat for laugh. Finishes getting ready, growing more frustrated. Small shift. First time frustration drops. Brief beat. He doesn’t have an answer. Transition to dealership. Dealership Setting: Luke, Nesta and Chance are gathered.
LUKE
Which one?
Looking at phone.
MAC
That right there.
LUKE
What?
MAC
That attitude.
NESTA
Are we talking more numbers?
MAC
I’m talking everything. Sales are down. Gross is inconsistent. Service is struggling. Follow-up is all over the place. Customers aren’t responding.
Mac is unloading frustrations.
CHANCE
We’re short-handed.
MAC
Everybody is.
CHANCE
I know. But I’ve got customers waiting, phones ringing, techs asking me questions, and every customer thinks their problem is the emergency.
This should feel legitimate, not whiny.
MAC
That’s the job.
Quick answer. Doesn’t really hear him.
LUKE
Traffic’s been bad.
MAC
I Don’t need a TRAFFIC REPORT – I need cars sold.
LUKE
I’ve got internet leads that won’t respond, people shopping five stores from their couch, and when somebody actually walks in, I’m trying to work them before they disappear.
MAC
Then don’t let them disappear.
Again, fixes the result instead of hearing the issue.
NESTA
We’d be fine if every deal you brought back didn’t have a check attached to it.
LUKE
There it is.
NESTA
What?
LUKE
Finance blaming Sales.
NESTA
I’m not blaming you. I’m saying I’ve got customers who already spent three hours in the dealership and they get mad when I try to slow down to get the gross.
LUKE
Sounds a little like blaming me.
CHANCE
Can we wrap this up? The waiters are already yelling at my advisors.
Checks clock or gestures toward service drive.
MAC
This is exactly the problem. Nobody’s on the same page.
Gestures at all three.
LUKE
Okay, so what do you want us to do?
MAC
Sell more cars, obviously.
LUKE
Got it. Why didn’t I think of that?
Dry response.
NESTA
Very actionable.
MAC
(flustered) You know what I mean. More urgency. Better follow-up. More… accountability.
CHANCE
Okay.
MAC
Okay what?
CHANCE
We’ll do more of those things.
NESTA
What exactly are you asking us to do?
MAC
I’m asking why this feels so hard. We have a CRM, texting, email, AI, dashboards, automated follow-up, customer data everywhere. And somehow it still feels like we’re missing something.
Tone shifts slightly.
LUKE
Maybe we need better leads.
NESTA
Maybe Sales needs better follow-up.
CHANCE
Maybe we need more technicians.
MAC
See? That’s exactly what I mean. I’m asking what WE need to do differently. Anybody? Anything?
Emphasis on “we.” Silence. Silence.
LUKE
What time do you want us back from lunch? The buffet is 50% off for seniors.
Beat for laugh.
MAC
Unbelievable. Something has to change. I don’t know what yet. But this isn’t working. (looking at his team with frustration) Figure it out.
Mac exits huddle.
NESTA
I’m putting “figure it out” in the CRM.
Team disperses.
LUKE
So… noon?
MAC
What am I missing?
Mac alone. Lights fade.
Scene 2 - The Wish
MAC
What am I doing wrong? What am I missing? There has to be something I’m not seeing. (notification sound) Oh, good. Nothing calms a man down like another notification. Probably another report to tell me how much I suck. Wait, what’s this… “Due to continued concerns regarding sales performance, customer follow-up, yadda yadda yadda…” “…immediate corrective action is required.” “Failure to demonstrate significant improvement may result in further action regarding your Toyota franchise agreement.” Very professional wording for “Fix it, or die.” I’ve tried everything! Huddles. Reports. Forecasts. Follow-up. Accountability. CRM. AI. Dashboards. I push harder, everybody gets irritated. I back off, nothing happens. These are good people. So why does it feel like I’m failing them?
OUT LOUD
What am I supposed to do!? I’d do anything at this point. ANYTHING! I WISH SOMEBODY WOULD JUST SHOW ME WHAT I’M MISSING! I’ll do anything! Anything... anything...
Mac is lying in bed staring at the ceiling. Dark bedroom. Another thought appears on screen. Phone buzzes. Checks phone. Begins reading. Scrolls. Stops. Beat. Tosses phone onto bed. Sits up. Builds. Softer. Beat. Falls back onto pillow dramatically. Ramped up and then sleepy. Closes eyes.
Mac snores. Lights dim.
Thunder. Lightning. Something crashes offstage.
MAC
WHAT WAS THAT!?
Shoots upright.
Silence.
MAC
Hello?
Another loud crash.
MAC
If that’s the furnace, I am moving.
Lightning flash. Carl is suddenly sitting in a chair staring at him.
MAC
AHHHH!
CARL
That’s a little dramatic.
Calm.
MAC
WHO ARE YOU!?
CARL
Carl.
MAC
What!?
CARL
(long exaggeration) CCAAARRLLLLL.
MAC
I heard the name! Why are you in my bedroom!?
CARL
You called.
MAC
I did not call you.
CARL
You’re Mac Klinch, right? You’re the one that was all like “I’ll do ANYTHING ANYTHING!! AAHHHH.”
MAC
Ok… that wasn’t a phone call.
CARL
Worked better than most phone calls at your dealership.
Beat.
MAC
Get out.
CARL
You want help or not?
MAC
Not from the strange man sitting in my bedroom. You broke into my bedroom during a thunderstorm. You’re either a thief, a stalker, or…. Ziebart.
CARL
Why Ziebart?
MACBecause you’re in my house uninvited trying to sell me something.
CARLFair assessment. But for real- I work for the man above.
MAC
Who? Corporate?
CARL
Higher up.
MAC
Regional?
CARL
Higher.
MAC
Toyota?
CARL
Higher.
Looks upward.
MAC
…Japan?
Beat.
CARL
Much higher.
MAC
I must be dreaming… or maybe I’ve finally had that mental breakdown.
Looks Carl over.
CARL
Nah, you’re fairly stable, all things considered.
MAC
I don’t get it… why are you here?
CARL
I’m your Angel.
MAC
My angel?
CARL
You got it – your guardian angel. Just assigned.
MAC
Great. So this is the part where you show me my whole life, I cry, become generous, buy a crippled child’s family a Christmas dinner—
CARL
Wrong movie.
MAC
Or I stand on a bridge and learn everybody would be miserable without me?
CARL
That is a very optimistic interpretation of your situation.
MAC
Or three ghosts show up?
CARL
Budget cuts. You got me.
Beat for laugh.
MAC
One guy?
CARL
I cover Past, Present, Future and mileage, with no deductible.
MAC
You’re kidding.
CARL
Reimbursement form is brutal.
MAC
So you’re an angel? Where are your wings?
CARL
I haven’t earned them yet.
Defensive.
MAC
You haven’t earned them?
CARL
There are performance requirements.
MAC
So I asked heaven for help and they sent me an angel on a PIP?
Beat.
CARL
Performance Improvement Plan! I have improved since the last guy… who didn’t quite work out… and then the guy before that with the lift incident…and CRUSH… Blood… blood everywhere…
MAC
I’m actually terrified.
CARL
You should see my quarterly review.
MAC
This cannot be happening. Where is my phone?
Starts reaching for phone.
CARL
Phone’s dead.
MAC
How do you know that?
CARL
I told you I’m an angel – I know things!
MAC
What does that even mean?
CARL
I can see things you can’t – like how, as a grown man, you shouldn’t wear pajamas like that, it’s not right man.
MAC
I’m calling the police. And my phone is dead.
Checks phone. Dead.
CARL
Told you.
MAC
Where is my charger?
Starts searching.
CARL
There.
Points.
MAC
I knew that.
CARL
Sure.
MAC
Listen, Carl—whatever you are—I don’t need some supernatural HR rep telling me how to run a dealership.
CARL
Well, you’ve tried everything YOU know how to do.
Tone shifts. First serious moment.
MAC
What’s that supposed to mean?
CARL
It means maybe the problem isn’t effort. Maybe you’re looking in the wrong place.
Let this land.
MAC
I’m looking at all of it, I have reports for everything.
CARL
Exactly.
MAC
What’s that supposed to mean?
CARL
You can measure everything happening in your dealership. Except what it feels like to do business there.
Beat.
MAC
Okay, that was annoyingly accurate.
CARL
Thank you. I was working with a few different zingers, and it was a hit with the Angel test group we use before putting on these interventions.
MAC
…. What are you talking about?.... Okay, let’s say for even a second I believe you’re some type of Angel, which I don’t, but let’s say I did. What now?
CARL
Now I show you.
MAC
Show me what? Like a presentation?
CARL
Kind of.
Starts looking around bedroom.
MAC
A video?
CARL
Not exactly.
MAC
Virtual reality?
CARL
Think lower tech.
MAC
PowerPoint?
CARL
Much lower tech.
Picks up golf club.
MAC
Why are you holding my driver?
CARL
(wondering around the room) Oh, is this your driver?
Inspects it.
MAC
Yes. Put it down.
CARL
How much did you pay for this?
MAC
That is irrelevant.
CARL
It’s a lot of money for whacking balls around.
MAC
Carl... poor choice of words.
CARL
Reelllaaaxxxx. Just warming up.
Takes a practice swing.
MAC
DO NOT SWING THAT IN THE HOUSE. Wait, did you say warming up?
CARL
Need to stay nice and loose.
MAC
(Ducks under swinging club) For what?... Wait… No….
CARL
(Shaking head up and down) Good instincts.
MAC
NOOOOOO. Not the balls right? You mentioned whacking balls…
Realization slowly hits.
CARL
No, of course not!! Just the head… the other head, the one on your shoulders.
MAC
This is insane!!
Starts backing away.
CARL
You said anything.
MAC
People say things when they’re upset!
CARL
Should’ve read the terms and conditions.
MAC
Nobody reads terms and conditions! Can we talk through this like adults?
CARL
We tried that.
MAC
You’ve been here six minutes!
CARL
It felt longer.
MAC
(Now looking for the exit) Somebody help!
CARL
First stop: the past.
Raises golf club.
MAC
(On a knee protecting face, one hand up) WAIT! Is this going to hurt!?
CARL
Almost certainly.
MAC
CARL!
CARL
Fore!
WHACK. Lights out - 1972.
Scene 3 - The Past: 1972
ARRIVAL IN 1972
MAC
Ow… my head. Carl!? Where am I?
Lights up. Mac wakes up on dealership floor, still in pajamas. Looks around. Takes in old dealership.
CARL
You mean… WHEN are you?
Carl appears nearby.
MAC
What does that mean? Why does it smell like popcorn in here? And what is that weird sound?
Looks at old cars, rotary phones, paper files, décor.
CARL
That, my friend, is the sound of money.
MAC
I don’t get it. Why does everything look like my grandparents’ basement? How hard did you hit me? And why is everything brown?
Looks around.
CARL
At the time, I’m pretty sure it was the law.
Beat.
MAC
Wood paneling. Brown carpet. Brown desks.
CARL
You’ll adjust.
MAC
I don’t want to adjust. Wait a minute… Is that…? No way. That’s LUKE!?
Spots someone across dealership. Stares. Sees younger Luke.
CARL
Yep.
MAC
With hair!?
CARL
History is full of miracles.
Beat.
MAC
Luke! Hey! LUKE! Hey, it’s me! (pause in his face) He can’t hear me?
Walks toward him. Waves directly in front of him. Luke walks right past him.
CARL
Nope.
MAC
He can’t see me either?
CARL
Nope.
MAC
Am I dead!? Did you kill me with my own driver!?
CARL
You’re still complaining. You’re alive.
MAC
Then what is happening?
CARL
You’re here… but only in spirit.
MAC
In spirit?
CARL
It’s 1972.
MAC
1972!?
CARL
Fifty-four years ago.
MAC
1972… The Godfather comes out this year.
CARL
Three hours long.
MAC
Still shorter than my Saturday huddle.
CARL
Barely.
MAC
You actually took me back fifty-four years? This is ridiculous.
CARL
Told you I was here to help.
MAC
You hit me with a golf club!
CARL
And it worked.
MAC
Hold on… is gas really thirty-six cents a gallon!?
Notices period gas-price signage if shown on screen.
CARL
Mac.
MAC
Forget the dealership. We’re buying gas.
CARL
You don’t have a car.
MAC
I don’t even exist yet.
CARL
Now you’re catching up.
MAC
Why am I here?
CARL
That’s what you have to figure out.
MAC
You dragged me back fifty-four years and you won’t just tell me why?
CARL
Oh, I know why.
MAC
Then tell me!
CARL
Where’s the fun in that? Watch.
Nesta begins gathering employees.
1972 TEAM HUDDLE
NESTA
Alright everybody, listen up. Saturday. We’ve got customers coming in and we’ve got one job today. Win them over.
Luke, Hannah, and Chance gather.
LUKE
Sounds simple when you say it like that.
Luke.
NESTA
Now listen, I’m not just talking about selling cars. I said win them over. There’s a difference.
MAC
That’s adorable.
Quietly to Carl.
CARL
You haven’t heard anything yet.
NESTA
Think about it. How many ways do we have to talk to a customer?
LUKE
Phone?
NESTA
Phone.
CHANCE
In person.
NESTA
That’s it. Phone or right here in the dealership.
MAC
That’s horrifying.
CARL
Talking to people?
MAC
With no option to text them first? Yes.
NESTA
When that customer is standing here, we have to make it count.
SALES PERSPECTIVE
NESTA
Sales. What does an awesome experience look like?
Turns to Luke.
LUKE
First thing? Get out from behind the desk. Learn their name. Find out why they’re here. What they drive now. What they like and what they don’t. And if they’ve got kids, I keep a few toys at my desk.
Holds up simple period toy.
MAC
Toys?
CARL
Yep.
MAC
I’ve got charging cables and a stress ball.
CARL
How’s that working?
NESTA
Good. Mom and Dad can’t talk about a car if the kids are miserable. Nice thinking Luke.
FINANCE MANAGER PERSPECTIVE
NESTA
Finance. What happens when they get to you?
Turns to Hannah.
HANNAH
First thing, don’t make them start the whole conversation over again.
MAC
Wait. How does Finance know what Sales learned?
CARL
He tells him.
MAC
Tells him?
CARL
Out loud.
MAC
Like… face-to-face?
CARL
Stay with me.
HANNAH
If Sales learns they drive ten thousand miles a year, they’ve got a young family, they’re worried about repairs… I want to know that before they sit down with me.
NESTA
Exactly.
HANNAH
Then I can speak to them about their needs alongside the recommendation instead of going in blindly.
NESTA
Finance shouldn’t feel like the customer is starting another deal.
HANNAH
The whole point is to create a seamless experience for them.
SERVICE PERSPECTIVE
NESTA
Service?
Turns to Chance.
CHANCE
Most people coming to me already have a problem. I don’t want the first thing they see to be the top of my head while I’m filling out paperwork. Meet them at the car. Learn their name. Take care of them first.
MAC
This can’t be better, they don’t even have a tablet.
CARL
Clipboard.
MAC
For instance, how does it update?
CARL
He writes on it.
MAC
…
CARL
With a pen.
MAC
I KNOW WHAT A PEN IS.
CARL
Oh okay, I was just checking.
CHANCE
I’ve also been handing customers their coffee instead of pointing them toward the pot. Seems to brighten their day when I pour it for’em.
NESTA
Good. Just make sure it’s fresh. Nobody wants yesterday’s coffee.
MAC
Finally. A policy I agree with.
ONE CUSTOMER, ONE DEALERSHIP
LUKE
What about when somebody says they’re “just looking”?
NESTA
Then let them look. Talk to them. Find out where they came from. What they drive. What they like. They may have already been to five dealerships before they got here. Don’t give them a reason to go to number seven.
MAC
Five dealerships?
CARL
Different world.
MAC
In person?
CARL
People used to leave their houses.
NESTA
And remember something. Sales, Finance, Service… the customer doesn’t care where one department ends and another begins. To them, we’re all the dealership.
Let this land.
HANNAH
So don’t make them start over every time they move twenty feet.
CHANCE
And don’t make them figure out who owns the problem.
NESTA
Exactly. Make them glad they came here. Give them a reason to come back. Let’s make every customer feel like they’re in the right place. Have a great Saturday.
Huddle breaks.
MAC
That’s the huddle?
CARL
Yep.
MAC
Nobody yelled about gross?
CARL
Nope.
MAC
No forecast?
CARL
Nope.
MAC
Nobody said “more urgency”?
CARL
Not once.
MAC
Did they even have managers back then?
CARL
Keep watching.
Team huddle over. Luke takes center stage.
1972 SALES EXPERIENCE
MAC
Okay, I get it. They didn’t have technology, so they had no choice but to butter up the customer.
CARL
Is that what you got out of that?
MAC
No CRM. No text. No email. Barely any Marketing. They had to be good face-to-face.
CARL
They didn’t even have a dashboard telling them their close rate. But I know yours.
MAC
Don’t.
LUKE
Good morning! Welcome in. I’m Luke.
Luke walks toward Ben instead of waiting at desk.
CARL
Look at that. He’s not even looking at his phone.
Impressed.
MAC
Carl, there ARE no cell phones. It’s 1972.
CARL
So you’re saying it’s possible.
Mac shrugs it off.
BEN
Good morning. I’m Ben. We’re really just looking.
MAC
Stroke.
Immediately to Carl.
CARL
He’s been here eight seconds.
MAC
I know the type.
LUKE
Perfect. Looking’s free here at Rohrman Toyota. At least for now. I see you brought the whole crew. How many kids do you have?
Light laugh. Notices family and gives them his full attention.
BEN
Three.
LUKE
Three? You need a bigger car just for the luggage.
BEN
That’s actually why we’re here.
LUKE
What are you driving now?
BEN
A station wagon.
LUKE
What do you like about it?
BEN
Plenty of room. It’s just getting old.
LUKE
And if you could change one thing about it?
BEN
My wife would say air conditioning that actually works.
LUKE
Then I already know who I need to impress.
Looks toward wife.
MAC
Smart man.
CARL
Some things never change.
LUKE
Kids, I’ve got something for you too.
Brings out toys/coloring items.
MAC
He actually listened in the huddle and then did the thing they talked about?
CARL
Strange management concept, isn’t it?
MAC
Okay, but people were easier to impress back then.
CARL
Excuse number four.
MAC
You’re counting?
CARL
I was bored.
MAC
No internet. No online reviews. They didn’t know every price within five hundred miles.
CARL
So having less information made buying a car easier?
MAC
I’m saying it was different.
CARL
Convenient answer.
LUKE
Before I show you anything, what’s most important? Room? Comfort? Price? Reliability?
BEN
Reliability. I’m tired of wondering if ours is going to start.
MAC
How many questions is this guy going to ask?
CARL
Until he knows the customer better.
MAC
We have forms for all this now.
CARL
I know. I’ve seen how well you read them.
Beat. Foreshadows Scene 4.
MAC
That felt personal.
CARL
It was.
LUKE
Then let’s start there. I’ll make sure the time you spend looking isn’t wasted.
Luke walks Ben toward vehicle.
MAC
This guy ain’t buyin’. Definitely a stroke.
CARL
Nope. He’ll buy today, and he’ll be back with his mom tomorrow to buy another one.
MAC
Then he probably gave the car away. Lowest price after five dealerships.
CARL
Actually, second-highest price.
MAC
Seriously?
CARL
Customer knew it too.
Mac throws his hands up.
MAC
So he actually did what they talked about in the huddle, listened, didn’t have the lowest price… and still sold the car?
CARL
Weird, isn’t it?
MAC
Usually you need at least three follow-up emails after training.
CARL
Maybe your huddles are the problem.
Scene shifts to Service.
1972 SERVICE EXPERIENCE
CHANCE
Good morning, Mr. Johnson!
Chance immediately walks to vehicle.
DUSTIN
Morning. I think I’ve got that noise again.
CHANCE
Alright. Don’t worry about it. Let’s take a listen.
Chance meets Dustin at the car.
DUSTIN
I hate to bother you guys on a Saturday.
CHANCE
You’re not bothering us. That’s why we’re here. How’s your wife’s back doing?
DUSTIN
Much better. Thanks for asking.
CHANCE
Good. Tell her we said hello. Now show me what the car’s doing.
Chance gives Dustin his full attention.
MAC
He remembered his wife?
CARL
Without a pop-up window.
MAC
Probably only has twenty customers.
CARL
Excuse number six.
Holds up fingers.
MAC
Stop counting. Everything was simpler! Fewer customers. Fewer cars. Fewer systems. No CSI survey hitting you five minutes after the customer leaves.
CARL
No CRM.
MAC
I know.
CARL
No automated reminders.
MAC
I know.
CARL
No database telling them the customer’s spouse’s name.
MAC
Carl…
CARL
No computer reminding them to follow up.
MAC
CARL.
CARL
Yet somehow—
MAC
HE REMEMBERED THE WIFE. I GOT IT.
CARL
Do you?
MAC
Customer service mattered more because they didn’t have all the stuff we have now.
CARL
You were so close.
MAC
What?
CARL
You think the tools replaced the need to do this.
Gestures toward employees serving customers.
TOUCHPOINTS / TRANSITION TO THE PRESENT
MAC
No, I’m saying our tools give us MORE opportunities.
CARL
More opportunities to do what?
MAC
Connect with customers! Phone calls, texts, emails, video, CRM follow-up. We’ve got touchpoints everywhere now.
CARL
Touchpoints.
Notices rotary phone.
MAC
Yes. Touchpoints.
CARL
You really like that word, don’t you?
MAC
It’s a perfectly legitimate word.
CARL
Hmm.
Reaches toward rotary phone.
MAC
Don’t.
CARL
What?
MAC
I know that look now.
CARL
I’m just engaging with the technology.
Picks up receiver.
MAC
Put down the technology.
CARL
You said technology gives us more opportunities.
MAC
Carl.
CARL
To connect.
Raises receiver slightly.
MAC
CARL.
CARL
Here’s a touchpoint.
MAC
WAIT! I’M LISTENING!
Backs away.
CARL
No. You’re hearing.
Raises receiver.
MAC
Carl—
CARL
See you in the present.
WHACK with rotary-phone receiver.
Lights out / transition to Scene 4.
Scene 4 - The Present
MAC
OWW! You really need another way to do that.
Lights up. Mac is back in the present-day dealership, rubbing his head. Carl stands nearby.
CARL
I have other ways.
MAC
Great.
CARL
I like this one.
Beat.
MAC
Of course you do. Wait. We’re back?
Looks around.
CARL
Present day. The minute after your huddle ended.
MAC
Finally. NOW you’re going to see the difference.
Relieved. Gestures proudly around dealership.
CARL
I can barely contain myself.
MAC
Look around, Carl. CRM. Tablets. Phones. Customer data. AI. Digital retailing. Automated follow-up. Everything is connected.
CARL
Except apparently the people.
MAC
What’s that supposed to mean?
CARL
Nothing. Keep going.
MAC
This isn’t 1972. We know the customer before they even get here.
CARL
That sounds useful.
MAC
It is useful.
CARL
I’m excited to see everyone use it.
MAC
Watch and learn.
Confident.
CARL
I was afraid you’d say that.
Team from Scene 1 exits huddle area.
LUKE
Well, that was productive.
Walking away from huddle.
NESTA
I learned a lot.
CHANCE
Me too.
LUKE
What’d you learn?
CHANCE
More.
NESTA
More what?
CHANCE
Uh yea, no idea.
LUKE
More urgency. More follow-up. More accountability.
Counting on fingers.
NESTA
Should we write that down?
LUKE
Absolutely.
NESTA
I’ll put it in the CRM.
Beat.
CHANCE
Perfect. Then nobody will ever see it again.
MAC
Okay. Very funny.
CARL
Strong culture.
MAC
They’re frustrated. They’ll get over it.
CARL
Is that the leadership strategy?
MAC
What?
CARL
Wait until morale improves on its own?
MAC
Everybody complains after huddles.
CARL
Yours appears to have an encore. Here we go.
Ben enters showroom.
PRESENT DAY SALES
LUKE
Hey, how’s it going?
Barely looks up from computer/phone.
BEN
Good. I’m here about the Highlander I looked at online.
LUKE
Awesome. What brings you in today?
BEN
…The Highlander I looked at online.
Beat.
CARL
Strong start.
MAC
Give him a second.
LUKE
Right. Sorry. Did you have an appointment?
BEN
I filled everything out online.
LUKE
Perfect. Did you talk to BDC?
BEN
I don’t know what BDC is.
LUKE
Right. Did you talk to anybody here?
BEN
I talked to Megan Frasier.
LUKE
(pause) Who? I’ve been working in this dealership for 54 years and there’s never been a Megan here.
Nods like this explains everything.
BEN
I chatted with her online… I think her picture was young, brown hair, you don’t know who Megan is?
LUKE
Ohhh… Oh…. Internet.
BEN
…Okay.
CARL
Very personable.
MAC
Okay. That happens.
CARL
Apparently a lot.
BEN
Did my information come through?
LUKE
Oh, absolutely.
Has no idea.
BEN
Great.
LUKE
Somewhere.
CARL
There it is.
MAC
That was unnecessary.
LUKE
So, what are you driving now?
BEN
I put that in the form.
LUKE
Right right right right. I just like to hear it directly from the customer.
CARL
Because reading is so impersonal.
BEN
An Explorer.
LUKE
Nice. What are you hoping to accomplish today?
BEN
That’s in the form too.
LUKE
We like to be thorough.
CARL
He’s making him take the form out loud. Very innovative.
MAC
Carl.
BEN
We have three kids. We need more room. My wife really wants captain’s chairs, but she doesn’t want anything that feels huge.
LUKE
It isn’t the size, it’s how you use it. (pause) Highlander. Let me grab some keys.
Immediately starts walking away.
CARL
That man belongs in Sales.
MACUnfortunately.
CARLOkay, but what did he learn?
MAC
Three kids. Captain’s chairs. Doesn’t want something huge.
CARL
Where was that information?
MAC
Online.
CARL
Before the customer arrived?
MAC
Yes.
CARL
In the expensive system you were bragging about thirty seconds ago?
MAC
Yes, Carl.
CARL
Just checking.
Luke returns.
LUKE
Good news. I’ve got one right out front. Seats eight.
BEN
Seats 8? We want captain’s chairs.
LUKE
Right. This one has a bench.
Looks at vehicle.
BEN
I can see that.
LUKE
But it’s a really nice bench.
Beat.
MAC
Oh no.
CARL
It’s too bad you can’t help him.
BEN
I also said online that we’re comparing it to a Pilot.
LUKE
Yeah, but Toyota wins all day.
BEN
Why?
LUKE
Toyota.
Gestures broadly as if answer is obvious.
BEN
Right…
CARL
Compelling.
LUKE
Tell you what. Why don’t we drive this one and see what you think?
BEN
Do you have one with captain’s chairs?
LUKE
Let me check.
Finally pulls out tablet.
BEN
That’s actually what I asked online.
LUKE
Yeah, inventory changes constantly.
BEN
Since this morning?
LUKE
Since COVID!
CARL
Sometimes hourly. Sometimes when you don’t read the lead.
MAC
He’s recovering.
CARL
From being unprepared.
LUKE
Okay, looks like we might have one in back.
BEN
Might?
LUKE
It says we do.
BEN
So you do?
LUKE
The system says we do.
BEN
Great.
LUKE
But the system also says we have a blue Camry that’s been missing since Tuesday.
Beat.
MAC
That is unfortunate.
CARL
I know.
LUKE
Want to drive this one while I find out?
BEN
Honestly, no.
LUKE
No?
BEN
I already told you what we wanted before I got here. Then I told you again when I got here. I gave you my trade information. I told you what we’re comparing. I came in ready to move forward. I thought doing all that online was supposed to save time.
LUKE
I understand.
BEN
I really don’t think you do.
Let this land.
LUKE
Okay. Well, if you don’t buy today, I can follow up with you later.
BEN
You should’ve followed up with yourself before I got here.
Ben exits.
CARL
Ouch.
MAC
Alright. That was bad.
CARL
What was the worst part?
MAC
He lost the sale.
CARL
No.
MAC
Here we go.
CARL
The customer did all the work twice. He researched the vehicle. Filled out the form. Gave you the trade. Told you about the kids. Captain’s chairs. The Pilot. Your technology did exactly what you bought it to do.
Beat.
MAC
And nobody used it.
CARL
Exactly.
MAC
So the technology wasn’t the problem.
CARL
It rarely is.
MAC
He still talked to the customer.
CARL
He talked.
MAC
He heard him.
CARL
We just covered this in 1972.
MAC
Carl.
CARL
Hearing isn’t Listening.
Beat.
MAC
Fine. Sales needs to prepare better.
CARL
Great. You’ve solved Sales.
MAC
Thank you.
CARL
I was kidding. Let’s see what’s happening in your finance office.
Transition to Nesta.
PRESENT DAY FINANCE
NESTA
Alright, good news. We got everything approved.
Hannah seated. Nesta has menu/tablet.
HANNAH
Great.
NESTA
Before we wrap up, I’m going to show you what’s included in your payment.
HANNAH
Okay.
NESTA
You’re approved with the Vehicle Service Contract, SmartDriver, GAP and Windshield Replacement
Starts moving rapidly through menu.
HANNAH
That’s a lot. Do I have to have all of that?
NESTA
It was built into your payment they gave you up front.
CARL
Very transparent.
MAC
He disclosed it.
CARL
Yea, by hitting apply all signatures.
HANNAH
Wait, wait, what’s a vehicle service contract? Does that cover my maintenance?
NESTA
Well not oil changes.
HANNAHWhat about brake pads?
NESTAWell, ... no.
HANNAH
So what's covered?
NESTA
Everything else. Don’t worry about it.
HANNAH
So is this a bumper to bumper?
NESTA
Basically.
HANNAH
Right.
NESTA
Anyway, your fully protected payment is...
Moves on.
CARL
Well I see a cancellation in the future.
MAC
Oh, you can see that in the future?
CARL
Oh no, I can’t see into the future.
MAC
Okay, it wasn’t the best sale, but he did put up a 6 pounder.
CARL
Gross or Net?
MAC
Well, we’ll see.
CARL
If you went to your doctor sick and the moment you walked into the office he said “I know what’s wrong. You need surgery tomorrow.” Are you showing up tomorrow for that surgery?
MAC
That’s totally different.
CARL
Is it?
HANNAH
So... it sounds like that is my only option.
NESTA
Well, it's your best option. Let me get everything typed up. Just hit that SIGN-ALL button.
MAC
Oh, come oooonnn.
First time Carl actually breaks composure.
CARL
Oh, look you just got another google review!
MAC
How many stars?
CARL
One! Wait, there is a comment.... It’s just says .... would give zero if I could.
MACOUCH!
CARL(sarcasm) Oh.... I am sure the service department is better!
PRESENT DAY SERVICE
DUSTIN
Excuse me. I had my car here yesterday and now there’s oil all over my driveway.
Dustin approaches Chance, frustrated.
CHANCE
Do you have an appointment?
DUSTIN
For the oil leaking out of the car you fixed yesterday?
CHANCE
Right, but did somebody make you an appointment to bring it back?
DUSTIN
I discovered the oil this morning.
CHANCE
Okay. Do you have your repair order number?
DUSTIN
No.
CHANCE
Do you remember who your advisor was?
DUSTIN
You.
Beat.
CHANCE
Oh.
CARL
This is going well.
MAC
He’s gathering information.
CARL
He IS the information. He dealt with him yesterday.
CHANCE
Did you bring the car back?
DUSTIN
It’s outside.
CHANCE
Okay, well, we’ll have to get it checked back in.
DUSTIN
I just picked it up yesterday.
CHANCE
I understand.
DUSTIN
Do you?
CHANCE
Yes.
DUSTIN
What do you understand?
CHANCE
That you were here yesterday.
DUSTIN
And?
CHANCE
And now you’re back.
Beat.
CARL
Technically flawless.
MAC
Stop.
DUSTIN
I’m not trying to be difficult. I just don’t want oil leaking all over my driveway.
CHANCE
Right. We’ll get somebody to look at it.
DUSTIN
When?
CHANCE
As soon as we can. You didn’t have an appointment.
DUSTIN
What does that mean?
CHANCE
It depends.
DUSTIN
On what?
CHANCE
How soon we can look at it.
Beat.
CARL
I may hit myself with something.
MAC
Service is slammed.
CARL
What is missing?
MAC
They’re going to fix the car.
CARL
Eventually, apparently. Try again.
MAC
What do you want him to do, hug the guy?
CARL
How about. “I’m sorry that happened to you. That’s unusual. You were just here yesterday. Let’s get you taken care of right away. Here’s what we’re going to do.”
MAC
Okay.
CARL
Seven seconds.
MAC
Service is busy.
CARL
So was Service in 1972.
MAC
More customers. More surveys. More manufacturer pressure. More systems. More phones. More emails. More everything.
CARL
And more tools.
MAC
Exactly.
CARL
Yet somehow every tool designed to make taking care of people easier has become another reason you don’t have time to take care of people today?
Beat.
MAC
That’s... annoyingly specific.
CARL
I’ve been workshopping it.
Callback to Scene 2.
PURPOSE, TIPS AND LEADERSHIP
CARL
What does that say?
Points toward Purpose sign.
MAC
You know what it says.
CARL
Humor me.
MAC
Driving Relationships. Awesome Experiences.
CARL
Good. And that?
Points to TIPS.
MAC
Transparent. Innovative. Personable. Servant-Minded.
CARL
Sounds excellent.
MAC
It is.
LUKE
Hey! Remember to be Personable and Servant-Minded today!
SCENE IN THE BREAK ROOM: Luke jokingly points at sign.
NESTA
Is there a checkbox for that?
LUKE
Probably in the CRM.
NESTA
Then we’re never finding it.
They walk off.
MAC
Okay. That’s not ideal.
CARL
Do they believe those words?
MAC
Of course.
CARL
Do they live them?
MAC
Mostly.
CARL
“Mostly” is doing a lot of work there.
MAC
Look, nobody’s perfect.
CARL
What about you?
MAC
Me?
CARL
This morning, what did you talk about?
MAC
The business.
CARL
Specifically.
MAC
Sales. Gross. CSI. Follow-up. Accountability. Urgency.
CARL
Customers?
MAC
Sales are about customers.
CARL
No, sales are numbers. Customers are customers.
MAC
You know what I mean.
CARL
I genuinely don’t. Did you talk about one actual customer?
MAC
…
CARL
One relationship?
MAC
…
CARL
One awesome experience?
MAC
I was trying to fix the business.
CARL
How’s that going?
MAC
You’ve been waiting all day to say that.
CARL
Since 1972.
MAC
Fine. I see some opportunities.
CARL
Opportunities?
MAC
Sales needs better preparation and discovery. Finance needs to slow down and connect the product. Service needs more empathy.
CARL
Great.
MAC
See?
CARL
And leadership?
MAC
Leadership is doing fine.
CARL
There he is.
MAC
What?
CARL
I was worried 1972 changed you.
MAC
Leadership didn’t make the salesperson ignore the lead.
CARL
What did you tell Sales this morning?
MAC
More urgency.
CARL
He was urgent.
MAC
That’s not what I meant.
CARL
What did you tell Finance?
MAC
We need results.
CARL
He went straight to the payment.
MAC
That is not my fault.
CARL
Service?
MAC
Accountability. Process.
CARL
He followed the process.
MAC
Okay, stop doing that.
CARL
Doing what?
MAC
Making my words sound bad by repeating them back to me.
CARL
I’m not changing them.
MAC
That somehow makes it worse.
CARL
They’re doing exactly what you’ve shown them matters most.
MAC
I never taught them to treat customers like that.
CARL
Not with your words.
Beat.
MAC
…
Looks toward team.
CARL
But if all they hear from leadership is faster, more, numbers, process, urgency... eventually that becomes the job.
MAC
Those things DO matter.
CARL
Absolutely. But pressure explains behavior. It doesn’t have to excuse it.
Let this land.
MAC
Look, these are little things. We coach them. Clean them up. Do another training.
CARL
Little things.
MAC
Yes. Little things.
CARL
One customer repeating himself. One Finance Manager jamming product. One advisor forgetting to care before explaining process. Hundreds of customers. Thousands of interactions. Little things. Over and over.
MAC
Okay. I see it. What’s the big whoop?
CARL
The big whoop?
MAC
Yes. We fix it. It’s not like the dealership is going to disappear because somebody didn’t read a lead and another customer forced some product.
CARL
You’re right.
MAC
Thank you.
CARL
The dealership won’t disappear.
MAC
Exactly.
CARL
Just the people in it.
Beat.
MAC
…What does that mean?
CARL
You want to see the big whoop?
Starts looking around.
MAC
No.
CARL
Yep.
MAC
Carl.
CARL
Where do you keep the heavy stuff?
MAC
WE ARE NOT DOING THIS AGAIN.
Backs away.
CARL
We absolutely are.
MAC
I learned things!
CARL
You learned nouns.
MAC
What does that even mean!?
CARL
Customer service. Rapport. Empathy. Discovery. You’re collecting vocabulary.
MAC
I’m listening now!
CARL
No.
Spots large safe/heavy stage object.
MAC
Carl...
CARL
You’re hearing me, not listening.
Starts lifting object.
MAC
That thing is WAY bigger than the phone.
CARL
You’re a slower learner than I expected.
MAC
You’re on a PIP! You can’t just assault the client!
CARL
Who are you going to report me to?
MAC
...Fair point.
CARL
See you in the future.
Raises object.
MAC
WAIT, WAIT, WAIT... can we go back to the phone!?
CARL
(hits Mac)
WHACK.
Lights out. Transition to Scene 5.
Scene 5 - The Future
MAC
OHHH! Carl! I swear, if you hit me one more time— Whoa. Okay… where are we?
Lights up. Mac lands hard in futuristic dealership. Gets up, looks around. Notices screens, kiosks, AI voices, no employees.
CARL
You know where.
MAC
No, I don’t. What year is this, like 2090?
CARL
More like 2030.
MAC
WHAT!? 2030!? That’s like… four years from now!
Shocked.
CARL
Good math.
MAC
This happened in FOUR YEARS!?
CARL
Keep looking.
MAC
Where is everybody? Where’s Nesta?
Looks around showroom.
CARL
Nesta volunteered for a pilot program. Fully autonomous robot barbers.
MACWhat happened?
CARLHe asked for a little off the top.
MACAnd?
CARLIt misunderstood “a little.”
MACIs he…. dead!?
CARLOh, Very.
MACWhat the hell, Carl.
CARL
Back to it, let’s just watch.
Ben approaches digital kiosk.
AI SALES
Welcome back, Mr. Davis. Based on your driving history, budget, family size, credit profile and previous searches, I’ve selected three vehicles for you.
AI screen/kiosk speaks.
BEN
Show me the best one.
AI SALES
Based on your preferences, the Highlander Hybrid is the optimal choice. The full recommendation can be found below in detail. Would you like to purchase it?
BEN
This AI is so cool, no agenda, just facts. I know it’s right. Let’s buy it.
AI SALES
Excellent. Your trade value has already been calculated. Please look into the camera to confirm.
MAC
That’s it?
CARL
Pretty efficient.
MAC
Where’s the salesperson?
CARL
You’re looking at him.
Points to kiosk.
MAC
That is a screen.
CARL
A very productive screen.
MAC
Who’s doing the walk-around? Who’s asking questions? Who’s building rapport?
CARL
It already knows everything about him.
MAC
That’s creepy.
CARL
You called it customer data.
MAC
That’s different.
CARL
Is it?
AI SALES
Would you like financing options?
BEN
Yes.
AI FINANCE
You qualify for six financing programs. Your recommended payment is $742 per month. Based on your driving history, I also recommend tire and wheel coverage.
Finance screen appears.
BEN
Why is that?
AI FINANCE
Your household has replaced three tires due to road hazards in the last thirty-six months.
MAC
Oh, come on.
CARL
What?
MAC
It has instant access to the family purchases and warranty history.
CARL
Better than your Finance Manager did, huh?
Beat for laugh.
MAC
Where’s Finance?
CARL
That is Finance.
MAC
No Finance Manager?
CARL
Nope.
MAC
No paperwork? No menu? No conversation?
CARL
Customer got exactly what he needed.
MAC
But nobody explained anything.
CARL
It kind of did, but faster, using real data.
MAC
That’s not the same.
CARL
Interesting.
MAC
What’s interesting?
CARL
A few minutes ago, you thought faster was better.
MAC
That’s not what I meant.
CARL
Of course not.
Scene shifts toward Service.
AI SERVICE
Vehicle 4827. Diagnostic complete. Right front wheel bearing requires replacement.
Automated service bay / screen.
DUSTIN
How long will it take?
AI SERVICE
Forty-seven minutes. Your payment method has been approved. Repair commencing now.
DUSTIN
Okay.
MAC
Where’s the advisor?
CARL
Don’t need one.
MAC
Who greeted the customer?
CARL
The car checked itself in.
MAC
Who explained the repair?
CARL
The system did.
MAC
Who makes sure they feel taken care of?
CARL
Define “taken care of.”
MAC
You know what I mean.
CARL
The repair was diagnosed correctly. The price was approved. The customer knew exactly how long it would take.
MAC
But there’s nobody here.
CARL
Now you’re getting somewhere.
MAC
Sales?
CARL
Gone.
MAC
Finance?
CARL
Gone.
MAC
Service Advisors?
CARL
Gone.
MAC
Managers?
CARL
Didn’t need those either.
MAC
That’s ridiculous. Somebody has to run the place.
CARL
The system runs the place.
MAC
Who coaches the team?
CARL
What team?
Beat.
MAC
Okay… where am I?
CARL
You’re standing right here. Maybe I hit you too hard before.
Carl checks Mac's eyes with a flashlight.
MAC
Very funny. Where’s future me?
CARL
You really want to know?
MAC
Yes.
CARL
Last I heard, you were living out of your car.
MAC
WHAT!?
CARL
Well, not technically your car.
MAC
What happened to my car?
CARL
That was a demo, they took that back.
MAC
Carl!
CARL
Bright side, you still dress about the same.
Looks at Mac’s pajamas.
MAC
I am wearing pajamas!
CARL
Exactly. You're ready for the future.
Beat for laugh.
MAC
This isn’t funny.
CARL
No. It really isn’t.
Tone shifts.
MAC
How did this happen?
Looks around.
CARL
Slowly.
MAC
We wouldn’t let this happen.
CARL
Why not?
MAC
Because people matter.
CARL
Do they?
MAC
Of course they do!
CARL
Your customers wanted convenience. Technology made things faster. AI got better at answering questions. Automation got better at follow-up. Systems got better at remembering details. Eventually, customers started asking a pretty simple question.
MAC
What?
CARL
What are the people adding?
Beat.
MAC
We add the experience.
CARL
Did you?
MAC
We build relationships.
CARL
Did you?
MAC
We care about people!
CARL
But did you?.
MAC
…
CARL
If the customer gets the same transaction from a machine, only faster… why pay people to stand in the middle of it?
MAC
Because we can do things a machine can’t.
CARL
Like what?
MAC
We can listen. We can understand somebody. We can make them feel comfortable. We can know when they’re frustrated before they have to say it. We can build trust. We can actually care.
CARL
Hmm, okay.
MAC
Oh, like the people in 1972.
CARL
There you go.
MAC
They didn’t win because they had less technology.
CARL
Keep going.
MAC
They won because they used the one advantage they had.
CARL
Which was?
MAC
Themselves.
CARL
Now you’re listening.
MAC
Where’s our Purpose?
Looks around.
CARL
It was over there.
Points to damaged/flickering sign.
MAC
“Awesome Experiences.” What happened to it? What happened to Driving Relationships?
TIPS/Purpose sign is dusty, broken or flickering.
CARL
Nothing.
MAC
What do you mean, nothing? It’s gone.
CARL
I mean, literally nothing happened instead of Driving Relationships. So they replaced it with nothing. People just stopped living it.
MAC
And TIPS?
CARL
Innovative. Transparent. I.T. Just I.T. Quite the coincidence, I think.
Only Innovative and Transparent remain visible, arranged as I.T.
MAC
This is… I can’t… I’m lost…
CARL
No, you’re living in your car, remember?
MAC
No, you know what I mean, my head is swirling.
CARL
Yeah, I hit you pretty hard earlier.
MAC
We can do better than this. We can take care of people better than this. We can use the technology without letting it replace who we are. We can make people matter again.
CARL
Sounds like somebody finally figured out what he was missing.
MAC
I’ve seen enough. Take me back.
CARL
What? Why? Don’t you want to see the robots repair the vehicle?
Enjoying himself.
MAC
Take me back! Now!
CARL
(laughing) Okay, McFly... I don’t know… you were pretty convinced leadership was doing just fine.
MAC
Carl!
CARL
And you said these were all “little things.”
MAC
I KNOW WHAT I SAID! I TAKE IT BACK! CARL!
TAKE ME BACK!
I DON’T CARE WHAT HAPPENS TO ME. TAKE ME BACK TO MY EMPLOYEES AND CUSTOMERS. TAKE ME BACK TO MY DEALERSHIP!
CARL
Okay, okay.
Starts looking around.
MAC
No. I know how this works now.
Mac starts searching for something himself.
CARL
What are you doing?
MAC
Finding something.
CARL
For what?
MAC
To hit me with!
Hands Carl an object.
CARL
Wow. Growth.
Takes object happily.
MAC
Just do it.
Braces himself.
CARL
You sure?
MAC
YES!
CARL
I’ve waited all night to hear you say that.
Raises object.
MAC
Maybe not as hard as…
CARL
See you Saturday.
WHACK.
Lights out / transition to Scene 6.
Scene 6 - The Second Saturday (Dealership)
MAC
(In pain) Carl!? Carl! I’m at the dealership… What day is it? It’s Saturday again? The huddle! I’m not screwing this one up. Let’s go!
Mac shoots upright in bed. Looks around. Checks room. Carl is gone. Grabs phone. Stares. Realizes he has been sent back. Jumps out of bed. Completely different energy from Scene 1.
Fast transition to dealership.
MAC
Good morning!
Walks in energized, greeting people.
LUKE
Good morning?
Staff notices immediately that something is different.
CHANCE
Somebody had coffee.
MAC
Nope. Didn’t even need it. Everybody, let’s get together.
NESTA
Another huddle?
MAC
Yes, but this one’s going to be different.
LUKE
Different than yesterday?
MAC
Very different than yesterday.
Mac means the “previous” Saturday. Staff assumes Friday/yesterday.
NESTA
Yesterday wasn’t that bad.
MAC
No, I mean the huddle we just had.
CHANCE
We didn’t have a huddle today.
MAC
Right. Of course we didn’t.
Realizes nobody else remembers.
LUKE
Are you okay?
MAC
Never better.
Big smile.
NESTA
That’s actually making me more concerned.
Beat for laugh.
MAC
Just humor me. This morning — I mean the LAST time I ran this huddle, I stood here and complained about everything.
Stops himself.
LUKE
Last time?
MAC
You know what? Forget the timeline. Here’s what matters. I’ve been doing this wrong.
Staff reacts.
CHANCE
Did he just say he was wrong?
To Luke.
LUKE
I think so.
NESTA
Writing it down in the CRM.
MAC
I heard that. And normally that would annoy me. Today? I’m letting it go.
Smiling instead of getting angry. Staff looks at each other.
LUKE
Who are you and what have you done with our GM? Do you have a concussion?
MAC
That is actually a very complicated question. Listen. I’ve been so focused on results that I forgot what actually creates the results. The customer. The relationship. The experience. Driving Relationships. Awesome Experiences. We say it all the time. Today… we’re going to actually do it. Transparent. Innovative. Personable. Servant-Minded. And I don’t just mean memorize the words. I want you looking for moments where we can actually live them.
Beat. Purpose appears behind them. TIPS displayed.
LUKE
Okay. What does that look like today?
MAC
Funny you should ask. In a little while, a guy is going to walk in asking about the Highlander out front.
Mac knows exactly what is coming. Luke looks confused.
LUKE
Do you have a bone?
MAC
He’s replacing an Explorer. They have three kids. She wants captain’s chairs. And she doesn’t want anything that feels too big.
Silence.
LUKE
(too big haha) How do you know all that?
MAC
Call it… good leadership.
NESTA
That’s not leadership. That’s stalking or something worse... he’s looking at the CRM!!??
Beat for laugh.
MAC
Just trust me. When he gets here, don’t make him tell you all of that again. Confirm what we already know, then ask questions to understand why those things matter. Use the technology to prepare, then use the conversation to discover what we don’t know. He’s also going to mention he’s looking at a Honda Pilot.
LUKE
Seriously, how do you know this?
MAC
What matters is, don’t trash the Pilot. Give him a reason to believe we’re the right place to buy the right vehicle. You may be the only dealership he actually walks into.
LUKE
How many does he visit?
MAC
One point two.
LUKE
What does point-two look like?
MAC
Apparently he drives through somebody else’s parking lot.
Beat for laugh.
NESTA
Okay… what do you know about my day?
MAC
Let’s start with Transparency. Have you ever heard of the saying “It’s not what you make, it’s what you keep.”
NESTA
Oh, this a chargeback customer?
MAC
It won’t be. Let’s do this today – slow down. Meet the customer where they are, ask them better discovery questions, and they will tell you how to tie your products to their experiences. No chargeback.
NESTA
Anything else you want to tell me about my future?
MAC
Yes. Stick with your current barber. Robots aren’t always the answer.
NESTA
What?
MAC
Just trust me. Moving on.
Beat for laugh.
CHANCE
Alright, Nostradamus. What do I need to know for service?
Ms. Cleo
MAC
A customer is going to come back after having his car here yesterday. He’s going to tell you there’s oil on his driveway.
CHANCE
Okay…
MAC
Your first instinct will be to explain the process.
CHANCE
Probably.
MAC
Don’t. First say, “I’m sorry. That’s unusual. Let’s get you taken care of right away.” Then tell him exactly what happens next.
CHANCE
You’re freaking me out a little bit.
MAC
Good. Maybe you’ll remember it.
Smiles.
LUKE
Seriously, what happened to you?
MAC
I learned a few things.
NESTA
Overnight?
MAC
You have no idea. Look, we have incredible technology. Use it. Let AI help you prepare. Let the CRM help you remember. Let automation handle things that don’t need a human being. But when there’s a human being standing in front of you… be one. Listen. Notice things. Care. Technology should make us MORE personal, not less. That’s how we stay valuable. That’s how we win. And that starts today.
Beat. Beat.
BEN
Excuse me… is somebody able to help me with that Highlander out front?
Ben enters exactly on cue.
Entire team slowly turns toward Mac.
MAC
Three kids.
Quietly to Luke.
LUKE
No way.
MAC
Go.
LUKE
Good morning! I saw your online notes before you came in: Explorer, three kids, captain’s chairs, and you’re comparing a Pilot. Did I miss anything?
Luke approaches Ben with completely different energy.
BEN
No. That’s exactly it.
NESTA
Who ARE you?
MAC
Just wait.
Time moves forward.
FINANCE OFFICE. Quick transition to Nesta later in the deal.
HANNAH
We travel quite a bit. My wife actually ruined two tires last year hitting potholes.
Nesta slowly looks toward Mac.
Mac gives Nesta a knowing nod.
NESTA
Let me show you some options that may actually make sense based on what you just told me.
TRANSITION TO SERVICE DRIVE
Nesta turns attention back to Hannah. Time moves forward to Service.
DUSTIN
Excuse me, I had my car here yesterday and now I’ve got oil on my driveway.
SERVICE DRIVE.
Chance freezes and looks at Mac.
MAC
Go.
CHANCE
I’m really sorry that happened to you. That’s unusual. Let’s get you taken care of right away and see what the issue is. Let me go over how we’ll handle this so you can plan your day….
Chance walks Dustin toward the vehicle.
DUSTIN
Thank you. I appreciate that.
TRANSITION TO SALES FLOOR
Chance continues with Dustin. Mac walks away and notices Luke sold the Highlander.
Luke returns. Deal has closed.
LUKE
WE GOT ONE!
Ben by his side.
MAC
How was your experience, Mr. Davis?
BEN
Honestly? Great. We felt like he actually listened to us.
MAC
I’m very happy to hear that. Congratulations on the new vehicle.
LUKE
Can the customer hit the gong?
Looks toward gong.
MAC
HIT IT!
GONG.
Heavenly sound/light. Carl appears with tiny wings.
CARL
YES!
Looks behind himself.
MAC
Carl!?
CARL
I GOT MY WINGS!
Extremely excited.
MAC
Those are your wings?
CARL
Don’t ruin this for me.
Beat for laugh.
MAC
They’re really small.
CARL
It’s cold in here!
MAC
So that’s what you were trying to accomplish this whole time?
CARL
Help a lost dealership find its way, get my wings. Everybody wins.
MAC
Congrats, Carl. Thanks again. You could’ve just coached me through this, though, right?
CARL
Would you have listened?
MAC
…Probably not.
CARL
Exactly.
MAC
So what now?
CARL
Now you keep doing it.
MAC
Driving Relationships.
CARL
Awesome Experiences.
MAC
Transparent. Innovative. Personable. Servant-Minded.
CARL
And don’t forget the important part.
MAC
What’s that?
CARL
Actually live it.
Another GONG sounds offstage. Carl’s wings flutter.
CARL
Did you hear that!? The sound of wings!
MAC
It is a Wonderful Dealership, isn’t it?
CARL
Haha!!
Calls toward team.
GONG HITS – END.