Category Archives: Executives

Richard Bustillo on Customer Retention – Automotive Management Minute

Richard Bustillo on Customer Retention – Automotive Management Minute

When you watch this video you will be amazed at all the services and amenities being offered at Rick Case Honda… They are the epitome of a “Destination Dealership” where automotive consumers can do everything from buy gas at cheap prices, pay parking tickets… and even get married! 
See why Richard Bustillo is widely acclaimed as one of the best General Managers in the auto industry, and be sure to leave Richard a comment about his video.

via Automotive Digital Marketing Professional Community.

For Those of Us Not on ADM…. Automotive Marketing

For Those of Us Not on ADM…. SMH

70% of Americans are online daily, checking emails, facebook, google,etc. Google alone gets over 91 million searches daily. According to QVC.com, QVC expects that 50% of its sales will come from the internet by 2014. Facebook has over 320 million users. Understand that 70% of Americans online includes 70% of your previous customer, 70% of your future or potential customers and 70% of your service customers. Also,your sales force, your family, everyone and this number is growing. Go to where your customers are. I see no downside to branding yourself online. It’s cheaper than traditional advertising and it’s 100% trackable. Marketing ideas can be implemented instantly, measured and changed with a click of the mouse.

via Automotive Digital Marketing Professional Community.

TrueCar – Banned YouTube Video

TrueCar – Banned YouTube Video

WARNING: This is the same video that TrueCar forced YouTube to delete in their attempt to squash the message it contains… Watch this clip while you still can and before the army of attorneys that TrueCar uses to suppress America’s Free Speech constitutional rights are successful in their “Mob Enforcer” style of witness suppression yet again!

via Automotive Digital Marketing Professional Community

The 5 WORST Questions to Ask a Phone Up

The 5 WORST Questions to Ask a Phone Up

Melissa Roberts, has written a great article that will help all of us to stop making the mistakes that cost dealerships a lot of money in lost sales and service profits from not handling phone calls properly.  Sometimes, knowing what NOT TO ASK can be as, or more important than knowing what to ask.  Too many people in dealerships are fumbling these opportunities to do business that come through the phone.  As a marketer, it pains me to see so much interest from customers get driven away from people saying the wrong things, and asking inappropriate questions when people call the dealership.  Check out the entire article with the 5 things you should never ask people over the phone by using the links provided…

via The 5 WORST Questions to Ask a Phone Up – Automotive Digital Marketing Professional Community.

Dealers United Interview on Automotive Digest – Jesse Biter

Dealers United Interview on Automotive Digest – Automotive Digital Marketing Professional Community.

via Dealers United Interview on Automotive Digest – Automotive Digital Marketing Professional Community.

Is The Road to the Sale Obsolete? by Jim Ziegler

Is The Road to the Sale Obsolete? by Jim Ziegler

Jim Ziegler: “Average People with great processes will produce incredible results.”  You can’t manage a high-production dealership with an army of ‘Prima-Donnas’ all doing their own thing without structure or management. Use the link provided to read Jim Ziegler’s article and post a comment for Jim to read…

 

via Automotive Digital Marketing Professional Community.

Jim Ziegler Dealer Defender – November 2011

Jim Ziegler Dealer Defender – November 2011.

Jim Ziegler writes in the November issue of Dealer Defender: I’ve been agonizing…bouncing back and forth…trying to decide whether Sergio Marchionne is a certified ‘Nut Job’ or a ‘Messiah’, maybe he’s really a visionary marketing genius.

Does Pine Belt Chevrolet Care About The Zero Moment of Truth?

Does Pine Belt Chevrolet Care About The Zero Moment of Truth?

What Brian points out in this article is a sad state of affairs in our auto industry at the retail level… In order to understand it, you must understand that for far too many dealership managers the “name of the game” is not to thrill and delight customers so they will WANT to do business with their dealership, instead it is to “beat the competition” by having the lowest advertised price in the newspaper. Since print advertising like newspaper is unable to be dynamic in nature, the strategy is to use deception to artificially reduce the advertised price on a particular make and model to a level below which no other competing dealer will dare to publish.

 

The thinking is flawed in this day and age, but was flawed when it still worked back in the 80’s and 90’s… I lived through the times when this was the predominant advertising strategy used, and in fact was a participant at times… The whole idea was to “switch to get rich” by dissuading customers from considering the advertised vehicle, and if that didn’t work, you would have to “scoop the trade” by allowing a lower trade-in value than the internal Actual Cash Value (ACV) thereby injecting additional gross profit margin in the deal to try and make it profitable above and beyond what was afforded by the “low-ball” price published in the newspaper… Other tactics include the dreaded “Desert Protection Package” at $995 that was added to the sale price because it had already been installed on all vehicles in inventory.

 

Finance and Insurance was often relied upon to generate additional Gross Profit Margin on the “Back End” of these advertised specials to again, make the loser advertised special make sense for the dealership. None of these practices work well today and if truth be known, they weren’t so good for the business back when they did work. Please use the link provided to read the actual article that Brian Pasch published on the ADM Professional Community.

 

Where Have All the Leaders Gone? – Automotive Digital Marketing Professional Community (ADM)

Where Have All the Leaders Gone? – Automotive Digital Marketing Professional Community (ADM).

Hoss Devine

Where Have All the Leaders Gone?

When was the last time you worked with a manager and said, “that person is a great leader”?

Early in my career, I can honestly say I learned more about what kind of leader I didn’t want to be rather than the kind I do want to be. Unfortunately, I found myself learning and practicing management traits of those poor leaders. It wasn’t until someone cared about me enough to tell me “you’re a prick to people at times” that I realized I needed to do something about it.

Needless to say, it wasn’t the first time in my life I had heard that statement, but I had never heard it from someone I respected. This gentleman modeled what it means to be a truly great leader, and I respected him because of his leadership. We don’t agree on everything, but we do agree on core leadership principles.

Over the years, I have consulted many stores and have to say that I have yet to see great leadership initially. I remember a line in the movie “Remember the Titans”: “Attitude reflects leadership.” If your business isn’t doing what you think it should, then you should probably look in the mirror. The speed of the team is the speed of the coach. When you look at any great team or business, leadership is the key to their success. We all have heard “it’s all about people” and that saying will ring true forever.

You can beat yourself up and make excuses for your people by saying, “they learned it from me; it’s not their fault.” But now it’s time to get over it and do something about it.

I hear people say they need better people, processes, inventory, traffic, advertising strategies, etc. and it might be true.

You may need all of those things, but without great leadership none of those things will create a business model with any longevity.

Now that we’ve talked about some of the problems we have, let’s talk about some solutions. Don’t hire or promote people to do a job unless you are committed to training them how to do that job.

It is criminal to put someone in a position to fail. Why do we have one of the highest turnover rates of any business in the country? Do you really think its because all of those people are unqualified or incapable of doing the job? No! It’s because we don’t prepare people to be successful.

Think about it for a minute. We hire a salesman because he interviews well, then we sit him in front of a TV watching videos for 2 days on how to sell a car and then 3 days on product knowledge and tests. Then we spend a couple of hours on how to fill out paperwork, turn him loose and then say, “Go out there and get’er done.

Is that really preparing the person to be successful? The real irony is that if the person we did that to happens to be successful, we promote him to management and say, “Alright – get these guys going and sell some cars!”

In our industry the number of dealerships that actually train their managers to be great managers is very slim. You have a multi-million dollar business, and the only people who have any real training on how to do their job is the office manager (who more than likely has a college degree) and the service technicians. But the least trained people in the company are customer-facing employees that you depend on, not only for your business but also your long-term reputation.

We need to wake up!!! We can’t simply rely on the walk-in customers anymore. You have to have skilled salespeople and managers in order to have any type of success today.

Your people have to love what they do, love the game, be proficient at it, and play for keeps. Managers need to learn how to manage people individually.

No longer can you berate people and M-F them in order to get the desired behavior or result. I’m not saying to coddle them or not hold them accountable, but it is possible to hold people accountable without belittling them or browbeating them; you just have to change your approach.

In order to have any success in the new automotive industry, we must be more scientific about how we manage our business, and that should start with our people. People are not thick-skinned like we were growing up in the business.

We have more generations in the work place today than ever before, and each one of those generations has to be managed differently. If you’re not profiling people before you hire them, you can expect to have a lot of turnover and generally unproductive people.

There are tools out there today to help ensure the success of people, tools that teach how to manage people on an individual level so they can be the most productive.

Over the last couple of years I have read a lot of articles about how to increase business and profit, but nobody is talking about the most important thing when it comes to increasing your business and profit: PEOPLE.

If you really want to make a difference in your dealership, begin training your people everyday and in daily one-on-ones. Take the time and invest in their future. The return on investment will be greater than you ever imagined.

via Where Have All the Leaders Gone? – Automotive Digital Marketing Professional Community (ADM).

Location:ADM Professional Community

Flashback: How to Power the “Horseless Carriage?” Flashforward: How to Power the “Horseless Carriage?” – Automotive Digital Marketing Professional Community (ADM)

They say there’s nothing new under the sun, and I’m beginning to believe it.

I went looking online for a quick history of the birth of the automobile industry, and found it.

What was surprising was this: If you deleted or changed a few of the names, places and time references, it read just like a discussion of today’s challenge: how to power the automobile of the future.

Can you believe that just a century ago, the discussion/dilemma was how to power the horseless carriage — with steam, electricity or gasoline? They even tried it with wind power.

Sound familiar?

A century later, engineers are debating and experimenting with how to power the automobile: With Hydrogen, electricity, bio-degradable ethylene?

A century ago, gasoline won out, because, conveniently, a big oil field was discovered in Texas. So, gasoline was cheap, it was local, and at the time, there seemed to be an inexhaustible supply of it.

What is today’s equivalent of this formula for success? What will fuel our automobiles?

The challenge today is essentially the same: Make it work, make it cheap, and find a local supply of it that is inexhaustible.

Oh but, wait! Today we add one more consideration to that formula: Make it do no harm – to the environment, to the health of the human population, and to the future sustainability of our planet’s temperature and life forms.

Where are Henry Ford and all the other auto giants when you need them?

via Flashback: How to Power the “Horseless Carriage?” Flashforward: How to Power the “Horseless Carriage?” – Automotive Digital Marketing Professional Community (ADM).

via Flashback: How to Power the “Horseless Carriage?” Flashforward: How to Power the “Horseless Carriage?” – Automotive Digital Marketing Professional Community (ADM).

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