The Future of the Dealership Is Still Human: Drew Tutton on Trust, Community & the Future of Automotive Retail

Customers Are Doing Their Homework Before They Arrive

Today’s customer often walks into a dealership already knowing exactly what they’re interested in. They’ve researched the vehicle. They’ve compared prices. They’ve looked at payments and rates. They may have watched reviews, TikToks and YouTube videos before ever speaking with a salesperson. Drew believes the dealership’s job is no longer to control that information. It’s to help make sense of it.

At Tutton CDJR, that changes the salesperson’s role into something closer to a concierge – someone who knows the product, answers questions, confirms the details and helps the customer confidently navigate the purchase.

Why Customers Still Come to the Dealership

Vehicles are different from most things we buy online. They’re expensive. They’re personal. And for many people, they’re one of the largest purchases they’ll make. Customers may love researching online, but many still want to sit in the vehicle, drive it, experience it and talk to someone knowledgeable before making that decision. That becomes especially important when it comes to trust. The experience a customer finds when they arrive at the dealership needs to validate what they saw online. That’s where a local dealership has an opportunity technology alone can’t replace: a real person standing behind the information.

The Relationship Shouldn’t End With the Sale

Buying the vehicle is only the beginning of ownership. From understanding protection options like GAP coverage to maintenance, repairs, parts and accessories, Drew believes customers should feel comfortable returning to the dealership where the relationship began. He describes it simply: when someone you already have a relationship with comes to your door, you welcome them differently.

That’s what a home dealership should feel like.

Building Around the Customer… Not the Transaction

Tutton has also grown beyond a traditional single dealership. Today, the Tutton ecosystem includes automotive, commercial and fleet vehicles, custom builds, RVs, tractors, service and more.

That growth isn’t simply about having more things to sell. It’s about asking: What does our community need, and how can we serve it?

That means helping customers across brands and locations, moving inventory when necessary and finding the solution that works best for the customer rather than protecting an individual store or department. The philosophy is simple:

Do what’s right for the customer, and everybody wins. Community Isn’t a Marketing Strategy. It’s Home.

For Drew, community has an even deeper meaning. His family lives here. Tutton employees and their families live here. They attend the same events, support the same organizations and raise their families alongside the customers who walk through Tutton’s doors. That’s why concerts, JeepFest, schools, local organizations and community events are such an important part of Tutton.

It’s not about appearing local. We are local. And we’re thankful every time someone in our community gives us the opportunity to earn their business.

Faith, Stewardship & Serving Others

When asked what has driven his success, Drew’s answer wasn’t a sales strategy.

It was faith.

He talks about recognizing the opportunities he’s been given and his responsibility to be a good steward of them, to serve others, give back, share, have fun and make people smile.That philosophy has become part of the culture throughout Tutton Group. Because ultimately, a dealership is still a people business.

Drew’s Three Takeaways for the Future of Automotive Retail

1. Don’t fear online-only retailers. There will be customers who prefer that experience. But don’t underestimate the value of a traditional dealership where customers can see the product, talk with knowledgeable people and have somewhere to return for service.

2. Build a center of products around the customer. Create variety, expertise and a culture capable of helping customers through different stages of their lives.

3. Don’t just chase the money. Chase the passion. For Drew, that means faith, service and connection to the community – the place where our families live and where our future is being built.

That’s How You Shape the Future.

Technology will continue changing automotive retail. We’ll use it. We’ll learn from it. And we’ll continue making the experience faster, easier and more transparent.

But there is one thing we don’t believe technology can replace: People taking care of people.