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Ecommerce Director Rico Glover (right) and General Manager Tim Roussell are driving a restructuring of Bryan Honda in Fayetteville, N.C., where Glover’s online marketing efforts include multiple, ongoing social media campaigns. The Social Media Superman
Rico Glover is on the path to success at Bryan Honda, where he and General Manager Tim Roussell are building a small-city dealership into an online powerhouse.
Members of the Millennial generation are more likely to be found on Twitter than LinkedIn, and if they visit your website, they will probably be using a mobile device.  Lead Generator or Time Waster?
Early experiments with social media have left many dealers wondering whether they should continue to invest time and money in the platform and how to quantify the return on investment.
Apples and Pomegranates
Consumers will suffer from the CFPB’s use of the word ‘loan’ in place of ‘auto finance contracts.’
It’s Monday, But That’s OK
F&I pros can escape the weekly grind by focusing on authenticity and turning car buyers into loyal customers and dealer advocates.
Combining the efforts of sales and F&I could negatively affect customers by narrowing their financing options. F&I professionals must be trained to demonstrate the value of all types of financing, including dealer-arranged financing.  Saving F&I
Before you eliminate your F&I department, bring it back to life by clearly delineating its purpose and establishing its value to your customers.
Customers are more likely to order needed repairs and return for future service when dealers make constant, transparent and friendly communication a priority.  6 Touchpoints for Service Customers
Dealers are earning loyal service customers by focusing on providing a positive experience in every phase of the transaction.
Steve Song took over as president of FH Dailey Chevrolet in San Leandro, Calif., in 2011. Song believes General Motors is invested in creating opportunities for minority members in a changing industry.  Progressive Dealers
Minority dealers have increased their numbers, but many say the industry is still lacking in terms of representing its customer base.
Videos are most effective as part of a training curriculum that adds context to the lessons presented. Stop Punishing Your Staff!
Sentencing your sales staff to an afternoon in front of the TV or computer is no way to motivate them.
Dealers who excel in SF know that the documentation customers use to prove residence and income is becoming increasingly easy to fake, prolonging the verification process.  Stop the Presses!
A recent front-page article spins the facts to make the auto finance industry and dealers look bad.
At John Elway’s Crown Toyota in Ontario, Calif., a sales manager bar takes the place of the menacing, raised sales towers that still loom over many showrooms.  5 Ways to Redefine the Customer Experience
Facilities expert shares five design trends that are driving sales and service at dealerships nationwide.

DP's Office News

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FTC Announces Multi-Agency Crackdown on Dealership Fraud
The FTC's enforcement sweep, which resulted in six new cases and $2.6 million in monetary judgements, marks the first time the agency has targeted add-on products and services since it was granted authority over auto dealers under the Dodd-Frank Act.
Former Regulator Joins Midwest Compliance Summit
Organizers announced today that Reynolds and Reynolds’ Terry O’Loughlin, who spent 16 years in the Florida attorney general’s office, will kick off the Rules and Regulations portion of the event.
DealerRater, J.D. Power Examine Service’s Connection to Sales
A new analysis by J.D. Power and DealerRater examines the connection between the service experience and sales. It concludes that to boost sales, dealers need to tune up their service centers.
Recalls Driving Up Service Satisfaction, J.D. Power Reports
Service satisfaction is on the rise despite the three-year increase in vehicle recalls, according to J.D. Power. The firm also reported that customer satisfaction was significantly higher at dealerships offering service express lanes.
Cordray: CFPB Disagrees With Conclusions of CRA Study
CFPB Director Richard Cordray fielded questions about dealer compliance programs and a recent study calling out the bureau’s methods for determining discrimination during a semi-annual report to Congress earlier this month.
Westlake Financial Adds ACI UP Bill Payment Solutions
ACI Up Bill Payment Solutions will allow Westlake customers to pay their loans with a debit card or ACH, which can accept payments online, through a mobile device, or via phone or text.
GWC Warranty Celebrating 20 Years in Business
F&I product provider GWC Warranty is celebrating its 20th year of business in 2015.
LendingTree Study Indicates Subprime ‘Auto Bubble’ Unlikely
A new study from LendingTree contradicts media claims of a subprime bubble. It shows that finance sources are not taking part in risky lending practices despite growing subprime originations.
CNA National Named Finalist for BBB Award
The Better Business Bureau of Central, Northern and Western Arizona named the F&I product provider a finalist for the 2015 BBB Business Ethics Awards.
Santander Agrees to $9.35 Million DOJ Settlement
Santander has agreed to settle charges that it illegally repossessed more than a thousand cars it financed for active service members over a five-year period.