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November 2008, Auto Dealer Today - WebXclusive

Learning from Rock Stars

By Jim Jackson

Jim Jackson - Prior to the conference, I had been asked to speak at the conference before a panel representing four of the most well-known professional speaking bureaus. I arrived at the auditorium for my presentation—it was set up just like

November 2008, Auto Dealer Today - WebXclusive

Laughter Can be the Best Medicine for Building Customer Trust

By John Carroll

John Carroll - About 15 years ago, said Trenary, who runs three dealerships in the St. Louis area, Ben Turec screened a television spot he put together from several years’ worth of bloopers swept up from his ad agency’s cutting room floor. Blown lines, pratfalls, ornery animals; it all ...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Marketing Highway - The Express Lane: Taking You to the Top Fast

By Dean Evans

Dean Evans - When it comes to allocating marketing dollars, most dealers have it backwards. Newspaper, television and radio have been such an integral part of their advertising programs for so long that many dealers still place those mediums at the top of...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Marketing Highway - The Toll free Lane: Social Networking

By Paul Rushing

Paul Rushing - Social networking in the automobile industry is starting to take roots and will propel the industry ahead. Social networking is nothing new to anyone who has had an Internet connection for more than 30 days; almost all of our online activities...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Marketing Highway - The Internet Route: Shifting Gears at the Right Time

By Robert M Moore

Robert Moore - ... before jumping on the Internet-charged bandwagon, you should ask yourself, “Do I need more leads, or do I need to do more to improve my performance with the leads I already receive?” ...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Law of Unintended Consequences: What the Future May Bring

By Thomas B. Hudson, Esq.

Thomas B. Hudson, Esq. - The mortgage mess has spilled over into the car arena. The credit markets appear to be temporarily shell shocked and reluctant to assume any risk. Finance companies that lived on the securitization model can’t...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Boost Service and Parts Business with One-on-One Relationships

By Gary Simmons

Gary Simmons - Consider the usual dealership scenario: the sales person sells the vehicle and assumes their job is done. Instead of introducing the customer to the service team, showing them the bay, and explaining that their services are...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

New Car Leads Are not Always New Car Buyers

By Jason Ezell

Jason Ezell - ... of all the traffic (actual visitors) you get to your dealership Web site, 42 percent have not even decided whether to buy a new or pre-owned vehicle ...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Cost-Effective Marketing Ideas: Get Your Customers to Promote You

By David Keller, CPA, CFE

David Keller - There are a lot of prior customers we don't think about until they walk through the door again to see us. We have to contact them first. We have to make an effort to be in front of them...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Lead Management Processes: The Backbone of Marketing

By Phil Dupree

Phil DuPree - A four-hour response time is a good target (the average dealer response time is between five and six hours), but the faster the response, the better...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Growth through Targeted Hispanic Marketing

By Rob Anderson

Rob Anderson - The Hispanic market is the only auto-buying market in the country experiencing growth. Have you begun to target Hispanic people whose first (and sometimes only) language is Spanish? If you haven’t, you might be ...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Leasing Changes Can Mean New Opportunities for Dealers

By Rob Chesney

Rob Chesney - A growing number of dealers are finding that online used vehicle sales are an efficient and profitable way to increase revenue ...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Independent Dealers Achieve Internet Advertising Success

By Howard Polirer

Howard Polirer - Although independent dealers don’t have all of the Internet advantages of franchise dealers, most are vigilant when new tools are developed that can grow their business. Independent dealers who are advertising on the Internet...

Tags: BDC

November 2008, Auto Dealer Today - WebXclusive

Storybook Service: Piercey Automotive Gets Creative to Keep Customers

By Jennifer Rincon

Jennifer Rincon - The service directors, who are interacting with customers, constantly collect ideas for improvement. The seeds of these ideas, though frequently shared at the monthly meetings, can get choked by a busy schedule.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Change How You Interact with Service Customers: The Future Depends On It

By David Boyle

David Boyle - Why is it with all the advances in technology and processes, the way we sell service and interact with our customers hasn't changed in decades?...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Ray of Hope

By Greg Goebel

Greg Goebel - As much as I like those phone calls and e-mails, what made me happier was hearing that his business was going great, and that he had three straight excellent months. I was especially happy because ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

The Proper Balance of Technology & People: Keys to Successful Dealer Web Site Chat

By Ted Rubin

Ted Rubin - In addition to qualified, dedicated personnel to man the chat, you also need knowledgeable people to continually analyze the methods that are working best...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Seven Fast Facts: Red Flag Compliance

By Daryl Allegree

Daryl Allegree - While most auto dealers already have systems in place to verify the identity of their finance and lease customers, their current systems may not be in compliance with the new, more elaborate requirements called the “Red Flags” Rule.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Technology Could Cost You: Three Areas BHPH Dealers Should Review

By Brent Carmichael

Brent Carmichael - Technology touches many facets of the buy here pay here industry. Video surveillance, starter interrupt/GPS and software are the most popular areas for technological discussion in BHPH. These three areas seem to be ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Three Hot Technology Questions: It’s Not Always Black and White

By Harlene Doane

Harlene Doane - For some technology issues, the answers are black and white. There is a right way and a wrong way to approach them. For other issues, there can be a great divide in opinions—even among those who work in the industry. This month, three questions asked by dealers warranted a closer look ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Special Finance Benchmarks Drop as Finance Companies Tighten Programs

By Greg Goebel

Greg Goebel - 2008 has proven to be a tumultuous year in the special finance industry ... Finance companies as a whole have tightened underwriting guidelines, reduced advances, increased fees and raised interest rates.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

The People Factor - Managing By the Numbers

By Harlene Doane

Harlene Doane - Dealers have started looking closely at employee staffing and productivity in addition to overall dealership gross profits. The current all-dealer (domestic, import and highline) Benchmark departmental gross profit per employee is ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Reasons for BDC Expansion: Evaluating Core Indicators

By Glynn Rodean

Glynn Rodean - A business development center (BDC) is a dynamic entity that needs to be able to expand and contract. When it comes to growth, there are different reasons to expand and several methods of expansion.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Tough Times Never Last

By Sean V. Bradley

Sean Bradley - Understand that I teach and preach a process that holds excellence in performance as the end goal, and it personally frustrates me when I see dealers, managers, Internet directors and sales consultants making excuses for mediocre results. I hear all kinds of excuses such as ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Listen to Your Web Site

By Jason Ezell

Jason Ezell - ... 90 percent of everyone out there looking to buy a car goes online at some point to research that purchase, the Internet can give us the most accurate, current and specific facts about shopper trends ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

What Happens When Your Customer Is Uninsured?

By Thomas B. Hudson, Esq.

Thomas B. Hudson, Esq. - Sometimes it seems like there’s just no end to the ways a dealer can get into a legal jam. That’s really not surprising ... Here’s an example of a dealer’s problems arising from the sale, or non-sale, of credit insurance...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

The Fairy Tale of the Sleeping Buy Here Pay Here Dealer

By Charley Pompey

Charley Pompey - Once upon a time, there was a BHPH dealer who fell asleep in his office under the spell of a wicked customer. When this buy here pay here dealer fell asleep, he began to dream that he could sell his cars for anything he wanted to. He and his employees knew the BHPH business and did not need to change the way they did things or educate themselves on the business.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Why CRM Systems Fail: The Problem Isn't What You Think

By Tom Herald

Tom Herald - One of the most common reasons cited for the high failure rate of CRM Systems is poor data quality. It is also one of the easiest problems to avoid.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Tasca Auto Group Writes the Book on e-Satisfaction

By Daymond Decker

Daymond Decker - At the age of 27, Bob Tasca Sr. opened his first Ford dealership with a completely new mindset: one-price selling and unparalleled customer service, both of which were unheard-of ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Signal-to-Noise Ratios: Online Employment Information Fights For Attention

By Justin Spath

Justin Spath - This ... is a fundamental problem with employee relations practices at many automotive dealerships. We lose employees and have trouble finding new ones because ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Understanding Risk Retention Groups

By Kevin Day

Kevin Day - Most people know and understand what typical insurance is; insurance is the means of guaranteeing against loss or harm. What people don’t understand (and during my 13 years as a dealer I didn’t understand this either) is RRGs. An RRG is ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Truck Month Is Coming: The Glut of Inventory

By Scott Dreisbach

Scott Dreisbach - Every single successful retailer of any product across this great country of ours has at least one thing in common. They all desire to gain market share on their competitor. They all want to sell more ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Technology: Partner or Distraction

By Jim Jackson

Jim Jackson - ... there are many new technologies in the car business that can and will change your performance. Here are some basic guidelines for using technology that, if applied, will improve your potential ROI.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

It Is Not Too Late: Commit to Online Sales Now

By Rob Chesney

Rob Chesney - When managers consider their competition, they must ask themselves how they can compete to stay ahead or even stay in business. Just as in the real world, customer service is ...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Technology in 2008

By David Keller, CPA, CFE

David Keller - Well, it is 2008. Yes, you probably know that by now. But are you really living in the year 2008? Is your business? The only way to know is to ask a few simple questions...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Hope for the Best, Prepare for the Worst

By Ryan Linnehan

To be honest, it can be a sobering meeting, and one to which no one will probably look forward. As a matter of fact, the easy thing to do is just put off having the discussion, cross your fingers and hope such disastrous events never occur...

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Driversselect Marketing Obsession

By Harlene Doane

Harlene Doane - In walks a tiny blonde in a bright orange shirt carrying a bright orange, oversized handbag. The excitement and passion for what she does is evident from the minute she opens her mouth. She proudly states that she is in the customer delight business.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Voisys - Growth is the Name of the Game

By ADM

“I think we’re just feeling the effects of the mortgage industry and the money will come back pretty soon,”

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

SMART Goal Setting

By Marla Belson

Marla Belson - Having absorbed all of this information, I now begin the task of building a new multi-franchise special finance department. This looms as an overwhelming project and a huge responsibility. In anticipation of this new project, I am drawing from the experience of and knowledge shared by my peers.

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Internet Leads Offer Lowest Ad Cost Per Sale

By Dan Henderson

Rumors abound about what our illustrious vice president was really doing when he “oops” shot Harry Whittington, the high profile lawyer, while hunting. Well, I’m certain of the fact it was an accident, but the point was he wasn’t looking at what he was shooting at

Tags: BDC

October 2008, Auto Dealer Today - WebXclusive

Return on Investment

By Sean V. Bradley

Sean Bradley - We hear the term ROI all the time. It’s one of those overused “buzzwords.” Every vendor selling any product promises dealers a great return on investment. To me, that means getting the most back from your efforts.

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Fast Funding Still Expected in Special Finance: Eights Simple Steps Will Keep Cash Flowing Even in More Stringent Times

By Greg Goebel

Greg Goebel - Fast funding must be the culture of the dealership. For some dealers, that means a significant change of policy...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Building Blocks to Compliance: Central Valley Autos All-Around Success in F&I

By Jennifer Rincon

Jennifer Rincon - Central Valley Automotive has a way of good-naturedly rushing the customer into handshakes with most of their staff. “Our entire sales staff—at all four stores—is very quick to introduce the customer to the manager ...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Compliance Headaches: Adverse Action and the “Red Flags” Rule

By Kimberly Long

Kimberly Long - Compliance in general is an ongoing headache for dealers. Adverse action, in particular, is something many have been struggling to get a handle on for quite some time ... Compounding their worries, dealers will soon have to contend with...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Don’t Be Timid: Lack of Liquidity Paired With Fear and Ego Becomes a Lethal Mix

By Greg Goebel

Greg Goebel - It is a tough, tough market for many auto retailers. I warned of this last October saying the recession was here, and it is. I could care less about a few paltry economic growth indicators.

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Employee Insurance and Benefit Packages: Current Trends and Ways to Save

By Jennifer Murphy Bloodworth

Jennifer Murphy - With such high costs to dealers, it’s understandable that some dealers are evaluating their plans, weighing their options and even modifying coverages in the current economic climate.

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Get Better Gas Mileage with SEO

By J.D. Rucker

Jim Rucker - Gas mileage is a hot topic to automotive consumers. Search engine optimization (SEO) is a hot topic to automotive dealers. With today’s economic conditions, getting the most mileage ...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Building Trust, Building Sales and Managing Your Online Reputation

By Rob Chesney

Rob Chesney - There are many ways in which a dealer can begin to build buyer trust online, and it all starts with the listing. When listing a used vehicle online, it is important to ...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Making the Most of Online Employment Ads

By Justin Spath

Justin Spath - The function of an online employment ad is really no different than one that appears in print. The key thing to remember is that due to the form of the online employment ad, ... you are not constrained by the print format. There are no ...

Tags: BDC

September 2008, Auto Dealer Today - WebXclusive

Taking Tips from the Golf Pros: Explain Why - not Just What - in Your Marketing

By Rob Anderson

Rob Anderson - “I want a low interest rate, no money down and a $75,000 Escalade even thought my credit has been shot since the Reagan Administration. I also want a $199 monthly payment on that Escalade.” ... What is important is how you respond to the request.

Tags: BDC

Blog

On-the-Point

Jim Ziegler
All Things Must Pass

By Jim Ziegler
Ziegler mourns the loss of Gregg Allman as Ford and Hyundai shake up their leadership teams and Carvana struggles to stay afloat.

Join the Battle of Jericho

By Jim Ziegler
Ziegler has harsh words for the so-called geniuses behind escalating factory incentives, political support for autonomous vehicles, AutoNation's 'millennial-friendly' pay plan, and the Carvana IPO.

Don't Run, We Are Your Friends!

By Jim Ziegler

The Future Ain't What It's Cracked Up to Be

By Jim Ziegler

Opening Observations

Over the Curb