By Leon Walthall, Business Development Manager, Buckeye
Every day, we walk our lots—reviewing reports, evaluating inventory, people, and processes. While walking through what some might call our “field of dreams,” we have the opportunity to reflect on something deeper: the intersection in our business that, when navigated well, can take performance and customer satisfaction to new heights.
Over my years in the automotive industry, I’ve developed a discerning perspective on how dealerships manage the balance between process and service. I’ve been privileged to work alongside outstanding operators who truly understand the synergy between relationship-driven and transactional business models.
Notably, Brad Wilson of Car-Mart of Fayetteville and Jason Henson of Car-Mart of Siloam Springs have consistently demonstrated an exceptional ability to align their teams and processes around this intersection. Their stores aren’t just efficient—they’re trusted, welcoming, and focused on long-term value.
In my recent travels, I’ve been especially impressed by Ben Kittrell of Kittrell Kars and Jack Carter of Turn and Burn Motors. These leaders exemplify the power of blending relational and transactional strategies to foster not just satisfied, but loyal and enthusiastic customer bases.
So, take a moment to reflect:
Where does your relationship-driven approach intersect with your transactional business activities?
Relationship Business
A relationship-based model centers on developing long-term, meaningful connections with customers. It prioritizes trust, loyalty, and ongoing communication. Success isn’t just about closing today’s deal—it’s measured by customer retention, repeat business, and the strength of your reputation over time.
Transactional Business
A transactional model, by contrast, focuses on the immediate sale or exchange. It values efficiency, speed, and clearly defined terms. Success here is typically evaluated by the volume and value of completed transactions, emphasizing short-term results.
Where They Meet
In reality, most successful dealerships blend both models. The true intersection occurs when efficient transactions serve as the entry point for lasting relationships—or when a relationship-first dealership streamlines its processes to better serve its customers.
The most effective leaders recognize that this isn’t an either/or scenario. Instead, they leverage transactional precision to drive growth while cultivating relationship depth to secure long-term success.
If your goal is to grow your dealership, retain customers, and inspire them to become advocates who bring in new business, you’re already thinking like a market leader. And as you strive to be the best in your area, remember:
If you build it—with excellence, with trust, and with purpose—they will come.
They’ll come from down the street, across town, and yes—even from Iowa.
Your field of dreams is real. Now go make it work.
