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Scene 1 - The Problem
MACSaturday 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.
LUKEWhich one?
Looking at phone.
NESTAAre we talking more numbers?
MACI’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.
CHANCEWe’re short-handed.
CHANCEI 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.
MACThat’s the job.
Quick answer. Doesn’t really hear him.
MACI Don’t need a TRAFFIC REPORT – I need cars sold.
LUKEI’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.
MACThen don’t let them disappear.
Again, fixes the result instead of hearing the issue.
NESTAWe’d be fine if every deal you brought back didn’t have a check attached to it.
LUKEFinance blaming Sales.
NESTAI’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.
LUKESounds a little like blaming me.
CHANCECan we wrap this up? The waiters are already yelling at my advisors.
Checks clock or gestures toward service drive.
MACThis is exactly the problem. Nobody’s on the same page.
Gestures at all three.
LUKEOkay, so what do you want us to do?
MACSell more cars, obviously.
LUKEGot it. Why didn’t I think of that?
Dry response.
MAC(flustered) You know what I mean. More urgency. Better follow-up. More… accountability.
CHANCEWe’ll do more of those things.
NESTAWhat exactly are you asking us to do?
MACI’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.
LUKEMaybe we need better leads.
NESTAMaybe Sales needs better follow-up.
CHANCEMaybe we need more technicians.
MACSee? That’s exactly what I mean. I’m asking what WE need to do differently. Anybody? Anything?
Emphasis on “we.” Silence. Silence.
LUKEWhat time do you want us back from lunch? The buffet is 50% off for seniors.
Beat for laugh.
MACUnbelievable. 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.
NESTAI’m putting “figure it out” in the CRM.
Team disperses.
MACWhat am I missing?
Mac alone. Lights fade.
Scene 2 - The Wish
MACWhat 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.
Thunder. Lightning. Something crashes offstage.
MACWHAT WAS THAT!?
Shoots upright.
MACIf that’s the furnace, I am moving.
Lightning flash. Carl is suddenly sitting in a chair staring at him.
CARLThat’s a little dramatic.
Calm.
CARL(long exaggeration) CCAAARRLLLLL.
MACI heard the name! Why are you in my bedroom!?
CARLYou’re Mac Klinch, right? You’re the one that was all like “I’ll do ANYTHING ANYTHING!! AAHHHH.”
MACOk… that wasn’t a phone call.
CARLWorked better than most phone calls at your dealership.
Beat.
CARLYou want help or not?
MACNot 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.
CARLWhy Ziebart?
MACBecause you’re in my house uninvited trying to sell me something.
CARLFair assessment. But for real- I work for the man above.
MACI must be dreaming… or maybe I’ve finally had that mental breakdown.
Looks Carl over.
CARLNah, you’re fairly stable, all things considered.
MACI don’t get it… why are you here?
CARLYou got it – your guardian angel. Just assigned.
MACGreat. 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—
MACOr I stand on a bridge and learn everybody would be miserable without me?
CARLThat is a very optimistic interpretation of your situation.
MACOr three ghosts show up?
CARLBudget cuts. You got me.
Beat for laugh.
CARLI cover Past, Present, Future and mileage, with no deductible.
CARLReimbursement form is brutal.
MACSo you’re an angel? Where are your wings?
CARLI haven’t earned them yet.
Defensive.
MACYou haven’t earned them?
CARLThere are performance requirements.
MACSo I asked heaven for help and they sent me an angel on a PIP?
Beat.
CARLPerformance 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…
MACI’m actually terrified.
CARLYou should see my quarterly review.
MACThis cannot be happening. Where is my phone?
Starts reaching for phone.
CARLI told you I’m an angel – I know things!
MACWhat does that even mean?
CARLI can see things you can’t – like how, as a grown man, you shouldn’t wear pajamas like that, it’s not right man.
MACI’m calling the police. And my phone is dead.
Checks phone. Dead.
MACWhere is my charger?
Starts searching.
MACListen, Carl—whatever you are—I don’t need some supernatural HR rep telling me how to run a dealership.
CARLWell, you’ve tried everything YOU know how to do.
Tone shifts. First serious moment.
MACWhat’s that supposed to mean?
CARLIt means maybe the problem isn’t effort. Maybe you’re looking in the wrong place.
Let this land.
MACI’m looking at all of it, I have reports for everything.
MACWhat’s that supposed to mean?
CARLYou can measure everything happening in your dealership. Except what it feels like to do business there.
Beat.
MACOkay, that was annoyingly accurate.
CARLThank 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?
MACShow me what? Like a presentation?
CARLKind of.
Starts looking around bedroom.
CARLMuch lower tech.
Picks up golf club.
MACWhy are you holding my driver?
CARL(wondering around the room) Oh, is this your driver?
Inspects it.
CARLHow much did you pay for this?
CARLIt’s a lot of money for whacking balls around.
MACCarl... poor choice of words.
CARLReelllaaaxxxx. Just warming up.
Takes a practice swing.
MACDO NOT SWING THAT IN THE HOUSE. Wait, did you say warming up?
CARLNeed to stay nice and loose.
MAC(Ducks under swinging club) For what?... Wait… No….
CARL(Shaking head up and down) Good instincts.
MACNOOOOOO. Not the balls right? You mentioned whacking balls…
Realization slowly hits.
CARLNo, of course not!! Just the head… the other head, the one on your shoulders.
MACThis is insane!!
Starts backing away.
MACPeople say things when they’re upset!
CARLShould’ve read the terms and conditions.
MACNobody reads terms and conditions! Can we talk through this like adults?
MACYou’ve been here six minutes!
MAC(Now looking for the exit) Somebody help!
CARLFirst stop: the past.
Raises golf club.
MAC(On a knee protecting face, one hand up) WAIT! Is this going to hurt!?
CARLFore!
WHACK. Lights out - 1972.
Scene 3 - The Past: 1972
ARRIVAL IN 1972
MACOw… my head. Carl!? Where am I?
Lights up. Mac wakes up on dealership floor, still in pajamas. Looks around. Takes in old dealership.
CARLYou mean… WHEN are you?
Carl appears nearby.
MACWhat 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.
CARLThat, my friend, is the sound of money.
MACI 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.
CARLAt the time, I’m pretty sure it was the law.
Beat.
MACWood paneling. Brown carpet. Brown desks.
MACI don’t want to adjust. Wait a minute… Is that…? No way. That’s LUKE!?
Spots someone across dealership. Stares. Sees younger Luke.
CARLHistory is full of miracles.
Beat.
MACLuke! 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.
MACHe can’t see me either?
MACAm I dead!? Did you kill me with my own driver!?
CARLYou’re still complaining. You’re alive.
MACThen what is happening?
CARLYou’re here… but only in spirit.
CARLFifty-four years ago.
MAC1972… The Godfather comes out this year.
MACStill shorter than my Saturday huddle.
MACYou actually took me back fifty-four years? This is ridiculous.
CARLTold you I was here to help.
MACYou hit me with a golf club!
MACHold on… is gas really thirty-six cents a gallon!?
Notices period gas-price signage if shown on screen.
MACForget the dealership. We’re buying gas.
CARLYou don’t have a car.
MACI don’t even exist yet.
CARLNow you’re catching up.
CARLThat’s what you have to figure out.
MACYou dragged me back fifty-four years and you won’t just tell me why?
CARLWhere’s the fun in that? Watch.
Nesta begins gathering employees.
1972 TEAM HUDDLE
NESTAAlright 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.
LUKESounds simple when you say it like that.
Luke.
NESTANow listen, I’m not just talking about selling cars. I said win them over. There’s a difference.
MACThat’s adorable.
Quietly to Carl.
CARLYou haven’t heard anything yet.
NESTAThink about it. How many ways do we have to talk to a customer?
NESTAThat’s it. Phone or right here in the dealership.
MACWith no option to text them first? Yes.
NESTAWhen that customer is standing here, we have to make it count.
SALES PERSPECTIVE
NESTASales. What does an awesome experience look like?
Turns to Luke.
LUKEFirst 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.
MACI’ve got charging cables and a stress ball.
NESTAGood. Mom and Dad can’t talk about a car if the kids are miserable. Nice thinking Luke.
FINANCE MANAGER PERSPECTIVE
NESTAFinance. What happens when they get to you?
Turns to Hannah.
HANNAHFirst thing, don’t make them start the whole conversation over again.
MACWait. How does Finance know what Sales learned?
HANNAHIf 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.
HANNAHThen I can speak to them about their needs alongside the recommendation instead of going in blindly.
NESTAFinance shouldn’t feel like the customer is starting another deal.
HANNAHThe whole point is to create a seamless experience for them.
SERVICE PERSPECTIVE
NESTAService?
Turns to Chance.
CHANCEMost 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.
MACThis can’t be better, they don’t even have a tablet.
MACFor instance, how does it update?
CARLOh okay, I was just checking.
CHANCEI’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.
NESTAGood. Just make sure it’s fresh. Nobody wants yesterday’s coffee.
MACFinally. A policy I agree with.
ONE CUSTOMER, ONE DEALERSHIP
LUKEWhat about when somebody says they’re “just looking”?
NESTAThen 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.
CARLPeople used to leave their houses.
NESTAAnd 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.
HANNAHSo don’t make them start over every time they move twenty feet.
CHANCEAnd don’t make them figure out who owns the problem.
NESTAExactly. 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.
MACNobody yelled about gross?
MACNobody said “more urgency”?
MACDid they even have managers back then?
CARLKeep watching.
Team huddle over. Luke takes center stage.
1972 SALES EXPERIENCE
MACOkay, I get it. They didn’t have technology, so they had no choice but to butter up the customer.
CARLIs that what you got out of that?
MACNo CRM. No text. No email. Barely any Marketing. They had to be good face-to-face.
CARLThey didn’t even have a dashboard telling them their close rate. But I know yours.
LUKEGood morning! Welcome in. I’m Luke.
Luke walks toward Ben instead of waiting at desk.
CARLLook at that. He’s not even looking at his phone.
Impressed.
MACCarl, there ARE no cell phones. It’s 1972.
CARLSo you’re saying it’s possible.
Mac shrugs it off.
BENGood morning. I’m Ben. We’re really just looking.
MACStroke.
Immediately to Carl.
CARLHe’s been here eight seconds.
LUKEPerfect. 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.
LUKEThree? You need a bigger car just for the luggage.
BENThat’s actually why we’re here.
LUKEWhat are you driving now?
LUKEWhat do you like about it?
BENPlenty of room. It’s just getting old.
LUKEAnd if you could change one thing about it?
BENMy wife would say air conditioning that actually works.
LUKEThen I already know who I need to impress.
Looks toward wife.
CARLSome things never change.
LUKEKids, I’ve got something for you too.
Brings out toys/coloring items.
MACHe actually listened in the huddle and then did the thing they talked about?
CARLStrange management concept, isn’t it?
MACOkay, but people were easier to impress back then.
MACNo internet. No online reviews. They didn’t know every price within five hundred miles.
CARLSo having less information made buying a car easier?
MACI’m saying it was different.
LUKEBefore I show you anything, what’s most important? Room? Comfort? Price? Reliability?
BENReliability. I’m tired of wondering if ours is going to start.
MACHow many questions is this guy going to ask?
CARLUntil he knows the customer better.
MACWe have forms for all this now.
CARLI know. I’ve seen how well you read them.
Beat. Foreshadows Scene 4.
LUKEThen let’s start there. I’ll make sure the time you spend looking isn’t wasted.
Luke walks Ben toward vehicle.
MACThis guy ain’t buyin’. Definitely a stroke.
CARLNope. He’ll buy today, and he’ll be back with his mom tomorrow to buy another one.
MACThen he probably gave the car away. Lowest price after five dealerships.
CARLActually, second-highest price.
CARLCustomer knew it too.
Mac throws his hands up.
MACSo he actually did what they talked about in the huddle, listened, didn’t have the lowest price… and still sold the car?
MACUsually you need at least three follow-up emails after training.
CARLMaybe your huddles are the problem.
Scene shifts to Service.
1972 SERVICE EXPERIENCE
CHANCEGood morning, Mr. Johnson!
Chance immediately walks to vehicle.
DUSTINMorning. I think I’ve got that noise again.
CHANCEAlright. Don’t worry about it. Let’s take a listen.
Chance meets Dustin at the car.
DUSTINI hate to bother you guys on a Saturday.
CHANCEYou’re not bothering us. That’s why we’re here. How’s your wife’s back doing?
DUSTINMuch better. Thanks for asking.
CHANCEGood. Tell her we said hello. Now show me what the car’s doing.
Chance gives Dustin his full attention.
MACHe remembered his wife?
CARLWithout a pop-up window.
MACProbably only has twenty customers.
CARLExcuse number six.
Holds up fingers.
MACStop counting. Everything was simpler! Fewer customers. Fewer cars. Fewer systems. No CSI survey hitting you five minutes after the customer leaves.
CARLNo automated reminders.
CARLNo database telling them the customer’s spouse’s name.
CARLNo computer reminding them to follow up.
MACHE REMEMBERED THE WIFE. I GOT IT.
MACCustomer service mattered more because they didn’t have all the stuff we have now.
CARLYou think the tools replaced the need to do this.
Gestures toward employees serving customers.
TOUCHPOINTS / TRANSITION TO THE PRESENT
MACNo, I’m saying our tools give us MORE opportunities.
CARLMore opportunities to do what?
MACConnect with customers! Phone calls, texts, emails, video, CRM follow-up. We’ve got touchpoints everywhere now.
CARLTouchpoints.
Notices rotary phone.
CARLYou really like that word, don’t you?
MACIt’s a perfectly legitimate word.
CARLHmm.
Reaches toward rotary phone.
CARLI’m just engaging with the technology.
Picks up receiver.
MACPut down the technology.
CARLYou said technology gives us more opportunities.
CARLTo connect.
Raises receiver slightly.
MACWAIT! I’M LISTENING!
Backs away.
CARLNo. You’re hearing.
Raises receiver.
CARLSee you in the present.
WHACK with rotary-phone receiver.
Lights out / transition to Scene 4.
Scene 4 - The Present
MACOWW! You really need another way to do that.
Lights up. Mac is back in the present-day dealership, rubbing his head. Carl stands nearby.
CARLI like this one.
Beat.
MACOf course you do. Wait. We’re back?
Looks around.
CARLPresent day. The minute after your huddle ended.
MACFinally. NOW you’re going to see the difference.
Relieved. Gestures proudly around dealership.
CARLI can barely contain myself.
MACLook around, Carl. CRM. Tablets. Phones. Customer data. AI. Digital retailing. Automated follow-up. Everything is connected.
CARLExcept apparently the people.
MACWhat’s that supposed to mean?
MACThis isn’t 1972. We know the customer before they even get here.
CARLI’m excited to see everyone use it.
MACWatch and learn.
Confident.
CARLI was afraid you’d say that.
Team from Scene 1 exits huddle area.
LUKEWell, that was productive.
Walking away from huddle.
LUKEMore urgency. More follow-up. More accountability.
Counting on fingers.
NESTAShould we write that down?
NESTAI’ll put it in the CRM.
Beat.
CHANCEPerfect. Then nobody will ever see it again.
MACThey’re frustrated. They’ll get over it.
CARLIs that the leadership strategy?
CARLWait until morale improves on its own?
MACEverybody complains after huddles.
CARLYours appears to have an encore. Here we go.
Ben enters showroom.
PRESENT DAY SALES
LUKEHey, how’s it going?
Barely looks up from computer/phone.
BENGood. I’m here about the Highlander I looked at online.
LUKEAwesome. What brings you in today?
BEN…The Highlander I looked at online.
Beat.
LUKERight. Sorry. Did you have an appointment?
BENI filled everything out online.
LUKEPerfect. Did you talk to BDC?
BENI don’t know what BDC is.
LUKERight. Did you talk to anybody here?
BENI 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.
BENI chatted with her online… I think her picture was young, brown hair, you don’t know who Megan is?
BENDid my information come through?
LUKEOh, absolutely.
Has no idea.
LUKESo, what are you driving now?
BENI put that in the form.
LUKERight right right right. I just like to hear it directly from the customer.
CARLBecause reading is so impersonal.
LUKENice. What are you hoping to accomplish today?
BENThat’s in the form too.
LUKEWe like to be thorough.
CARLHe’s making him take the form out loud. Very innovative.
BENWe have three kids. We need more room. My wife really wants captain’s chairs, but she doesn’t want anything that feels huge.
LUKEIt isn’t the size, it’s how you use it. (pause) Highlander. Let me grab some keys.
Immediately starts walking away.
CARLThat man belongs in Sales.
MACUnfortunately.
CARLOkay, but what did he learn?
MACThree kids. Captain’s chairs. Doesn’t want something huge.
CARLWhere was that information?
CARLBefore the customer arrived?
CARLIn the expensive system you were bragging about thirty seconds ago?
CARLJust checking.
Luke returns.
LUKEGood news. I’ve got one right out front. Seats eight.
BENSeats 8? We want captain’s chairs.
LUKERight. This one has a bench.
Looks at vehicle.
LUKEBut it’s a really nice bench.
Beat.
CARLIt’s too bad you can’t help him.
BENI also said online that we’re comparing it to a Pilot.
LUKEYeah, but Toyota wins all day.
LUKEToyota.
Gestures broadly as if answer is obvious.
LUKETell you what. Why don’t we drive this one and see what you think?
BENDo you have one with captain’s chairs?
LUKELet me check.
Finally pulls out tablet.
BENThat’s actually what I asked online.
LUKEYeah, inventory changes constantly.
CARLSometimes hourly. Sometimes when you don’t read the lead.
CARLFrom being unprepared.
LUKEOkay, looks like we might have one in back.
LUKEThe system says we do.
LUKEBut the system also says we have a blue Camry that’s been missing since Tuesday.
Beat.
LUKEWant to drive this one while I find out?
BENI 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.
BENI really don’t think you do.
Let this land.
LUKEOkay. Well, if you don’t buy today, I can follow up with you later.
BENYou should’ve followed up with yourself before I got here.
Ben exits.
MACAlright. That was bad.
CARLWhat was the worst part?
CARLThe 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.
MACSo the technology wasn’t the problem.
MACHe still talked to the customer.
CARLWe just covered this in 1972.
CARLHearing isn’t Listening.
Beat.
MACFine. Sales needs to prepare better.
CARLGreat. You’ve solved Sales.
CARLI was kidding. Let’s see what’s happening in your finance office.
Transition to Nesta.
PRESENT DAY FINANCE
NESTAAlright, good news. We got everything approved.
Hannah seated. Nesta has menu/tablet.
NESTABefore we wrap up, I’m going to show you what’s included in your payment.
NESTAYou’re approved with the Vehicle Service Contract, SmartDriver, GAP and Windshield Replacement
Starts moving rapidly through menu.
HANNAHThat’s a lot. Do I have to have all of that?
NESTAIt was built into your payment they gave you up front.
CARLYea, by hitting apply all signatures.
HANNAHWait, wait, what’s a vehicle service contract? Does that cover my maintenance?
NESTAWell not oil changes.
HANNAHWhat about brake pads?
NESTAWell, ... no.
NESTAEverything else. Don’t worry about it.
HANNAHSo is this a bumper to bumper?
NESTAAnyway, your fully protected payment is...
Moves on.
CARLWell I see a cancellation in the future.
MACOh, you can see that in the future?
CARLOh no, I can’t see into the future.
MACOkay, it wasn’t the best sale, but he did put up a 6 pounder.
CARLIf 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?
MACThat’s totally different.
HANNAHSo... it sounds like that is my only option.
NESTAWell, it's your best option. Let me get everything typed up. Just hit that SIGN-ALL button.
MACOh, come oooonnn.
First time Carl actually breaks composure.
CARLOh, look you just got another google review!
CARLOne! 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
DUSTINExcuse me. I had my car here yesterday and now there’s oil all over my driveway.
Dustin approaches Chance, frustrated.
CHANCEDo you have an appointment?
DUSTINFor the oil leaking out of the car you fixed yesterday?
CHANCERight, but did somebody make you an appointment to bring it back?
DUSTINI discovered the oil this morning.
CHANCEOkay. Do you have your repair order number?
CHANCEDo you remember who your advisor was?
MACHe’s gathering information.
CARLHe IS the information. He dealt with him yesterday.
CHANCEDid you bring the car back?
CHANCEOkay, well, we’ll have to get it checked back in.
DUSTINI just picked it up yesterday.
DUSTINWhat do you understand?
CHANCEThat you were here yesterday.
CHANCEAnd now you’re back.
Beat.
CARLTechnically flawless.
DUSTINI’m not trying to be difficult. I just don’t want oil leaking all over my driveway.
CHANCERight. We’ll get somebody to look at it.
CHANCEAs soon as we can. You didn’t have an appointment.
DUSTINWhat does that mean?
CHANCEHow soon we can look at it.
Beat.
CARLI may hit myself with something.
MACThey’re going to fix the car.
CARLEventually, apparently. Try again.
MACWhat do you want him to do, hug the guy?
CARLHow 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.”
CARLSo was Service in 1972.
MACMore customers. More surveys. More manufacturer pressure. More systems. More phones. More emails. More everything.
CARLYet 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.
MACThat’s... annoyingly specific.
CARLI’ve been workshopping it.
Callback to Scene 2.
PURPOSE, TIPS AND LEADERSHIP
CARLWhat does that say?
Points toward Purpose sign.
MACYou know what it says.
MACDriving Relationships. Awesome Experiences.
CARLGood. And that?
Points to TIPS.
MACTransparent. Innovative. Personable. Servant-Minded.
LUKEHey! Remember to be Personable and Servant-Minded today!
SCENE IN THE BREAK ROOM: Luke jokingly points at sign.
NESTAIs there a checkbox for that?
NESTAThen we’re never finding it.
They walk off.
MACOkay. That’s not ideal.
CARLDo they believe those words?
CARL“Mostly” is doing a lot of work there.
MACLook, nobody’s perfect.
CARLThis morning, what did you talk about?
MACSales. Gross. CSI. Follow-up. Accountability. Urgency.
MACSales are about customers.
CARLNo, sales are numbers. Customers are customers.
CARLI genuinely don’t. Did you talk about one actual customer?
CARLOne awesome experience?
MACI was trying to fix the business.
MACYou’ve been waiting all day to say that.
MACFine. I see some opportunities.
MACSales needs better preparation and discovery. Finance needs to slow down and connect the product. Service needs more empathy.
MACLeadership is doing fine.
CARLI was worried 1972 changed you.
MACLeadership didn’t make the salesperson ignore the lead.
CARLWhat did you tell Sales this morning?
MACThat’s not what I meant.
CARLWhat did you tell Finance?
CARLHe went straight to the payment.
MACAccountability. Process.
CARLHe followed the process.
MACOkay, stop doing that.
MACMaking my words sound bad by repeating them back to me.
CARLI’m not changing them.
MACThat somehow makes it worse.
CARLThey’re doing exactly what you’ve shown them matters most.
MACI never taught them to treat customers like that.
CARLNot with your words.
Beat.
CARLBut if all they hear from leadership is faster, more, numbers, process, urgency... eventually that becomes the job.
MACThose things DO matter.
CARLAbsolutely. But pressure explains behavior. It doesn’t have to excuse it.
Let this land.
MACLook, these are little things. We coach them. Clean them up. Do another training.
CARLOne 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.
MACOkay. I see it. What’s the big whoop?
MACYes. 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.
CARLThe dealership won’t disappear.
CARLJust the people in it.
Beat.
CARLYou want to see the big whoop?
Starts looking around.
CARLWhere do you keep the heavy stuff?
MACWE ARE NOT DOING THIS AGAIN.
Backs away.
MACWhat does that even mean!?
CARLCustomer service. Rapport. Empathy. Discovery. You’re collecting vocabulary.
CARLNo.
Spots large safe/heavy stage object.
CARLYou’re hearing me, not listening.
Starts lifting object.
MACThat thing is WAY bigger than the phone.
CARLYou’re a slower learner than I expected.
MACYou’re on a PIP! You can’t just assault the client!
CARLWho are you going to report me to?
CARLSee you in the future.
Raises object.
MACWAIT, WAIT, WAIT... can we go back to the phone!?
Lights out. Transition to Scene 5.
Scene 5 - The Future
MACOHHH! 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.
MACNo, I don’t. What year is this, like 2090?
MACWHAT!? 2030!? That’s like… four years from now!
Shocked.
MACThis happened in FOUR YEARS!?
MACWhere is everybody? Where’s Nesta?
Looks around showroom.
CARLNesta 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.
CARLBack to it, let’s just watch.
Ben approaches digital kiosk.
AI SALESWelcome 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.
AI SALESBased 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?
BENThis AI is so cool, no agenda, just facts. I know it’s right. Let’s buy it.
AI SALESExcellent. Your trade value has already been calculated. Please look into the camera to confirm.
MACWhere’s the salesperson?
CARLYou’re looking at him.
Points to kiosk.
CARLA very productive screen.
MACWho’s doing the walk-around? Who’s asking questions? Who’s building rapport?
CARLIt already knows everything about him.
CARLYou called it customer data.
AI SALESWould you like financing options?
AI FINANCEYou 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.
AI FINANCEYour household has replaced three tires due to road hazards in the last thirty-six months.
MACIt has instant access to the family purchases and warranty history.
CARLBetter than your Finance Manager did, huh?
Beat for laugh.
MACNo paperwork? No menu? No conversation?
CARLCustomer got exactly what he needed.
MACBut nobody explained anything.
CARLIt kind of did, but faster, using real data.
CARLA few minutes ago, you thought faster was better.
MACThat’s not what I meant.
CARLOf course not.
Scene shifts toward Service.
AI SERVICEVehicle 4827. Diagnostic complete. Right front wheel bearing requires replacement.
Automated service bay / screen.
DUSTINHow long will it take?
AI SERVICEForty-seven minutes. Your payment method has been approved. Repair commencing now.
MACWho greeted the customer?
CARLThe car checked itself in.
MACWho explained the repair?
MACWho makes sure they feel taken care of?
CARLDefine “taken care of.”
CARLThe repair was diagnosed correctly. The price was approved. The customer knew exactly how long it would take.
MACBut there’s nobody here.
CARLNow you’re getting somewhere.
CARLDidn’t need those either.
MACThat’s ridiculous. Somebody has to run the place.
CARLThe system runs the place.
CARLYou’re standing right here. Maybe I hit you too hard before.
Carl checks Mac's eyes with a flashlight.
MACVery funny. Where’s future me?
CARLYou really want to know?
CARLLast I heard, you were living out of your car.
CARLWell, not technically your car.
MACWhat happened to my car?
CARLThat was a demo, they took that back.
CARLBright side, you still dress about the same.
Looks at Mac’s pajamas.
CARLExactly. You're ready for the future.
Beat for laugh.
CARLNo. It really isn’t.
Tone shifts.
MACHow did this happen?
Looks around.
MACWe wouldn’t let this happen.
MACBecause people matter.
CARLYour 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.
CARLWhat are the people adding?
Beat.
MACWe add the experience.
MACWe build relationships.
CARLIf the customer gets the same transaction from a machine, only faster… why pay people to stand in the middle of it?
MACBecause we can do things a machine can’t.
MACWe 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.
MACOh, like the people in 1972.
MACThey didn’t win because they had less technology.
MACThey won because they used the one advantage they had.
CARLNow you’re listening.
MACWhere’s our Purpose?
Looks around.
CARLIt 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.
MACWhat do you mean, nothing? It’s gone.
CARLI mean, literally nothing happened instead of Driving Relationships. So they replaced it with nothing. People just stopped living it.
CARLInnovative. Transparent. I.T. Just I.T. Quite the coincidence, I think.
Only Innovative and Transparent remain visible, arranged as I.T.
MACThis is… I can’t… I’m lost…
CARLNo, you’re living in your car, remember?
MACNo, you know what I mean, my head is swirling.
CARLYeah, I hit you pretty hard earlier.
MACWe 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.
CARLSounds like somebody finally figured out what he was missing.
MACI’ve seen enough. Take me back.
CARLWhat? Why? Don’t you want to see the robots repair the vehicle?
Enjoying himself.
CARL(laughing) Okay, McFly... I don’t know… you were pretty convinced leadership was doing just fine.
CARLAnd you said these were all “little things.”
MACI 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!
CARLOkay, okay.
Starts looking around.
MACNo. I know how this works now.
Mac starts searching for something himself.
MACTo hit me with!
Hands Carl an object.
CARLWow. Growth.
Takes object happily.
MACJust do it.
Braces himself.
CARLI’ve waited all night to hear you say that.
Raises object.
CARLSee 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.
MACGood morning!
Walks in energized, greeting people.
LUKEGood morning?
Staff notices immediately that something is different.
CHANCESomebody had coffee.
MACNope. Didn’t even need it. Everybody, let’s get together.
MACYes, but this one’s going to be different.
LUKEDifferent than yesterday?
MACVery different than yesterday.
Mac means the “previous” Saturday. Staff assumes Friday/yesterday.
NESTAYesterday wasn’t that bad.
MACNo, I mean the huddle we just had.
CHANCEWe didn’t have a huddle today.
MACRight. Of course we didn’t.
Realizes nobody else remembers.
MACNever better.
Big smile.
NESTAThat’s actually making me more concerned.
Beat for laugh.
MACJust humor me. This morning — I mean the LAST time I ran this huddle, I stood here and complained about everything.
Stops himself.
MACYou know what? Forget the timeline. Here’s what matters. I’ve been doing this wrong.
Staff reacts.
CHANCEDid he just say he was wrong?
To Luke.
NESTAWriting it down in the CRM.
MACI heard that. And normally that would annoy me. Today? I’m letting it go.
Smiling instead of getting angry. Staff looks at each other.
LUKEWho are you and what have you done with our GM? Do you have a concussion?
MACThat 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.
LUKEOkay. What does that look like today?
MACFunny 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.
MACHe’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?
MACCall it… good leadership.
NESTAThat’s not leadership. That’s stalking or something worse... he’s looking at the CRM!!??
Beat for laugh.
MACJust 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.
LUKESeriously, how do you know this?
MACWhat 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.
LUKEHow many does he visit?
LUKEWhat does point-two look like?
MACApparently he drives through somebody else’s parking lot.
Beat for laugh.
NESTAOkay… what do you know about my day?
MACLet’s start with Transparency. Have you ever heard of the saying “It’s not what you make, it’s what you keep.”
NESTAOh, this a chargeback customer?
MACIt 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.
NESTAAnything else you want to tell me about my future?
MACYes. Stick with your current barber. Robots aren’t always the answer.
MACJust trust me. Moving on.
Beat for laugh.
CHANCEAlright, Nostradamus. What do I need to know for service?
Ms. Cleo
MACA customer is going to come back after having his car here yesterday. He’s going to tell you there’s oil on his driveway.
MACYour first instinct will be to explain the process.
MACDon’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.
CHANCEYou’re freaking me out a little bit.
MACGood. Maybe you’ll remember it.
Smiles.
LUKESeriously, what happened to you?
MACI learned a few things.
MACYou 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.
BENExcuse me… is somebody able to help me with that Highlander out front?
Ben enters exactly on cue.
Entire team slowly turns toward Mac.
MACThree kids.
Quietly to Luke.
LUKEGood 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.
BENNo. That’s exactly it.
MACJust wait.
Time moves forward.
FINANCE OFFICE. Quick transition to Nesta later in the deal.
HANNAHWe 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.
NESTALet 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.
DUSTINExcuse me, I had my car here yesterday and now I’ve got oil on my driveway.
SERVICE DRIVE.
Chance freezes and looks at Mac.
CHANCEI’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.
DUSTINThank 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.
LUKEWE GOT ONE!
Ben by his side.
MACHow was your experience, Mr. Davis?
BENHonestly? Great. We felt like he actually listened to us.
MACI’m very happy to hear that. Congratulations on the new vehicle.
LUKECan the customer hit the gong?
Looks toward gong.
Heavenly sound/light. Carl appears with tiny wings.
CARLYES!
Looks behind himself.
CARLI GOT MY WINGS!
Extremely excited.
CARLDon’t ruin this for me.
Beat for laugh.
MACSo that’s what you were trying to accomplish this whole time?
CARLHelp a lost dealership find its way, get my wings. Everybody wins.
MACCongrats, Carl. Thanks again. You could’ve just coached me through this, though, right?
CARLWould you have listened?
CARLNow you keep doing it.
MACDriving Relationships.
MACTransparent. Innovative. Personable. Servant-Minded.
CARLAnd don’t forget the important part.
Another GONG sounds offstage. Carl’s wings flutter.
CARLDid you hear that!? The sound of wings!
MACIt is a Wonderful Dealership, isn’t it?
CARLHaha!!
Calls toward team.