How can you make car buying more inclusive and accessible for all customers?

1 Acknowledge and address bias

One of the first steps to make car buying more inclusive and accessible is to acknowledge and address your own bias, as well as the bias that may exist in your dealership or industry. Bias can be conscious or unconscious, and it can affect how you perceive, interact, and serve your customers. For example, you may have assumptions or stereotypes about certain groups of customers based on their gender, race, ethnicity, age, disability, or sexual orientation. These biases can lead to discrimination, microaggressions, or missed opportunities. To prevent this, you need to be aware of your bias, challenge your assumptions, and educate yourself on diversity and inclusion issues. You can also seek feedback from your customers and colleagues, and participate in training or mentoring programs that can help you improve your cultural competence and sensitivity.

2 Create a welcoming and respectful environment

Another way to make car buying more inclusive and accessible is to create a welcoming and respectful environment for your customers. This means that you need to be friendly, courteous, and professional at all times, and treat your customers with dignity and respect. You also need to be mindful of the physical and emotional aspects of your environment, and ensure that they are comfortable and accessible for your customers. For example, you can display signs or symbols that show your support for diversity and inclusion, such as rainbow flags, stickers, or pins. You can also provide amenities such as ramps, elevators, or wheelchairs for customers with mobility issues, or headphones, earplugs, or quiet spaces for customers with sensory sensitivities. You can also ask your customers about their preferred name, pronouns, and communication style, and use them accordingly.

4 Offer flexible and personalized solutions

Finally, you can make car buying more inclusive and accessible by offering flexible and personalized solutions for your customers. You need to understand that your customers have different preferences, budgets, and goals, and that they may require different options, features, or services. You also need to respect your customers' choices, and avoid pushing or pressuring them to buy something that they do not want or need. You can also offer solutions that are tailored to your customers' specific needs, such as financing plans, trade-in deals, warranties, or incentives. You can also provide solutions that are convenient and accessible for your customers, such as online or mobile platforms, home delivery, or test drives.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?