Why GMs Should Mystery Shop Their Own Dealership Every Month

Every GM should mystery shop their own dealership every month because reports do not show what customers actually experience when they call, submit a lead, ask about a trade, fill out a credit app, or try to schedule service. In this episode, we break down how mystery shopping exposes weak follow-up, lazy scripts, bad CRM notes, broken vendor handoffs, and the real reasons good leads turn into lost deals.