Lauren Wilson Reeves is carrying on her family legacy as a third-generation dealer. Her grandfather, Howard Wilson, owned Howard Wilson Chrysler Jeep. Her father, Doug Wilson, learned the art of the business working with Howard. When Howard passed away, Doug made the decision to go out on his own, and he formed Wilson Auto Group. That was 36 years ago.
Today, Wilson Auto Group has earned every major customer satisfaction award from the manufacturer and keeps raising the bar. Wilson Kia is no exception. With Lauren as general manager, the dealership has thousands of five-star reviews and even more happy customers.
We recently had the chance to sit down with Lauren and learn more about her career journey, goals for the future and her involvement with MADA. The following are excerpts from our conversation.
What makes Wilson Kia unique?
Wilson Kia is unique because we are one of the few automobile dealers that are a family business, not a corporate store. You get what you see at Wilson Kia. I am at the store every day, and my door is always open!
I take a very active role in the dealership and make a point to get to know our customers personally. I love being able to talk to them and help them with their transportation needs. At Wilson Kia, our slogan is “Buy Happy, it’s the Wilson Way!” and we truly want every customer to feel like they are family to us and that their experience was as easy as just talking to a friend.
Did you always want to join the family business?
Initially, I had no interest in being in the car business, but was always a sales girl at heart. Throughout college, and before I went into the car business full-time, I had a clothing boutique and sold items on eBay for income. My dad approached me and asked me to come into the family business, and I agreed and truly cannot ever see myself doing anything other than being in the car business.
What positions have you held in the company? Have you had any specialized training or education?
I have held every position in the company. I started out selling cars and worked my way up from there. My dad wanted to teach me all facets of the business, so I spent at least six months in each department until I accomplished the goal he set for me.
I am an NCM Dealer Academy graduate and have attended Assurant Finance and Insurance Training, which has helped me to build upon what my dad taught me. I also have a bachelor’s degree in business.
Have you had any mentors, and what did you learn from them?
My biggest mentor is my dad. He is a brilliant businessman. He taught me everything I know about the car business. The lessons that stick out above all else are valuing people and following processes.
When it comes to people, our customers are so important because if not for them, we wouldn’t be in business. Without our employees, we wouldn’t be able to take care of customers. The car business is known for long hours, and we have a family culture when it comes to our employees. I believe that if you are going to spend more time at work than at home, you’d better like those you work with.
Processes are essential for success. A car dealership has many moving parts, and processes keep everything running smoothly. I tell every new employee we hire that if they follow our processes, they will be successful.
What has been the most rewarding part of your career?
The most rewarding part of my career is being able to help people. There is nothing better than visiting with customers after they purchase a vehicle and having them tell me how much they love their car. The two biggest purchases people will make in their lives are a home and a vehicle, and I cherish getting to be a part of that. It’s fun to see how much people love their cars — many of them even name their vehicles, and it is a very cool thing to be a part of such a large decision.
Where do you see yourself and the dealership in the next 3-5 years?
We are planning to open a used car facility across the street, and being able to see that come to fruition and grow it to become successful will be very rewarding. Additionally, in the next few years, I plan to step into a part-owner role at Wilson Auto Group.
How long have you been a member of MADA? What roles have you held, and what benefits does association membership bring?
Wilson Auto Group has been a member of MADA since the association first started. We are very thankful for Marty and how well he represents the car dealers in our state. It is nice that anytime we have an issue, we can pick up the phone and call the association, knowing that Marty and MADA are in our corner. Additionally, I am currently serving on the MADA board, which has been an honor and something I have really enjoyed.
What is your favorite way to spend your free time? Do you have any hobbies?
My favorite way to spend my free time is with my kids. I have a 14-year-old, a 3-year-old and a 5-month-old baby. They keep me plenty busy! In this season of my life, I am a little too busy for hobbies, but I hope to learn how to play Mahjong in the near future!
How do you balance your professional responsibilities and personal life?
This is a tough one. Being a working mom of three energetic kiddos is very difficult at times, and my calendar is absolutely insane. I have to stay organized, and I do not go anywhere without my planner. Being in the car business requires me to work a lot, but my kids know that I will be there for them. I won’t miss a game or a meet-the-teacher night. I may be running in the school building on the phone, taking care of dealership business, but I will always show up for them.
