by Tina Sink, Keeper of Keys, Collector of Payments, and Queen of the Lease Here Pay Here Realm
Let’s talk leadership. Not the fluffy corporate mumbo-jumbo with big words like “synergize” and “scalable infrastructure.” I’m talking real leadership — the kind that shows up when the heat is on, the Wi-Fi is down, and someone’s grandma is yelling about her car being repo’d even though she swears she paid (spoiler alert: she didn’t).
Whether you’re running a dealership, a donut shop, or trying to herd cats (also known as managing a family), leadership matters. And here’s what actually makes a great one — with a few laughs and life lessons along the way.
1. They Don’t Just Talk the Talk — They Haul the Repo Trailer
A real leader doesn’t just sit back sipping iced coffee while the rest of the team sweats. They’re in the trenches. They’ll clean a nasty loaner car, answer the phones when Brenda’s on break (again), and yes — even show up with a jump box when a customer tries to test-drive with a dead battery.
At Cars To Go, I once had to chase down a customer who thought the phrase “weekly payments” meant “whenever I feel like it.” Leadership = hustle + hazard lights.
2. They’re Not Afraid to Make Decisions (Even If It Means Saying No)
Great leaders have to say the hard things:
- “No, you can’t skip your payment because Mercury is in retrograde.”
- “No, your cousin can’t be added as a co-signer just because he owns a lawnmower.”
- “No, your 3-year-old’s crayon drawing is not sufficient proof of income.”
Leadership means being fair, not being everybody’s BFF. If you’re looking for a bestie, get a dog. If you’re looking for a strong leader, find someone who can tell it like it is (but with a smile).
3. They Have a Sixth Sense for Chaos… and Coffee
A great leader can sense when things are about to go sideways. They notice when the printer starts making weird sounds or when a customer walks in holding a stack of mail and a bad attitude.
They’re prepared. Maybe not with a cape — but definitely with a plan B, C, and D. Also, they know the exact amount of caffeine it takes to survive a Monday after a 3-day weekend.
4. They Admit When They Mess Up (Like… Accidentally Towing Their Own Car)
Leadership doesn’t mean pretending to be perfect. It means owning your mistakes, learning from them, and not throwing your employees under the bus just to save face. I once called a customer to demand they return the loaner vehicle IMMEDIATELY — only to realize I had the wrong file and they were, in fact, at the DMV doing exactly what I asked. Oops.
A great leader doesn’t blame. They apologize. Then laugh, fix it, and buy tacos for everyone involved.
5. They Make People WANT to Work With Them (Not Just FOR Them)
Leadership isn’t about barking orders. It’s about creating an environment where people feel appreciated — where they’re not just showing up for a paycheck, but because they believe in what they’re doing (and maybe also because of those occasional taco days).
Customers can feel that kind of vibe, too. When a team works well together, it shows — in every car sale, every payment reminder call, and even in the way we explain (for the 84th time) that insurance is, in fact, required.
6. They’re Human
At the end of the day, great leaders aren’t robots. They’re not perfect. They don’t have all the answers. But they show up. They care. They listen. And they don’t mind laughing — even when it’s at themselves.
So next time you’re wondering what makes someone leadership material, look for the person who’s working hard, keeping it real, and still managing to find humor in the chaos. Odds are, they’re probably holding a clipboard covered in coffee stains and expired post-it notes.
And if you’re ever in doubt, just ask yourself:
Would this person help me push my car out of the snowbank, and remind me to pay my lease on time?
If the answer’s yes — that’s your leader.
🛻 Tina Sink, signing off from the land of weekly payments and unexpected adventures. Stay paid, stay polite, and stay awesome.