Auto Dealer Today Issue

February 2015

Cover Story
The Dealer for the People
By Toni McQuilken

Jill Merriam set out to change the car business mentality, and her ‘Dealer for the People’ campaign and experiments with personnel and processes have paid dividends for Key Hyundai.

Features

Everything in Its Place Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians. 

By Tim Vaughan

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians.

Top 8 Tax Time Pitfalls Image via IStockPhoto.com

By Greg Goebel

An SF expert lists the most common mistakes dealers make during tax refund season and how to avoid them.

Revolution Begins at Home Pages Dealers who believe F&I should move to the front of the sales process should start with their websites. 

By Pete MacInnes

Dealers who believe F&I should move to the front of the sales process should start with their websites.

Break the Chains of Desktop Detainment

By Geoff Bedine

New mobile tools are making a difference in unexpected areas, including the trade-in appraisal process.

Customer Satisfaction is Worthless As sales guru Jeffrey Gitomer once put it, “Customer satisfaction is worthless. Customer loyalty is priceless.”

By Jason Heard

A dealership GM says anybody can create an acceptable experience, but creating repeat business is an endeavor unto itself. He offers five practical tips for pricing and retaining your most loyal customers.

The Death of Disparate Impact The District Court ruled that the Department of Housing and Urban Development overreached in creating a new rule designed to address disparate impact among home buyers. 

By James S. Ganther, Esq.

A District Court judge’s decision in a housing discrimination lawsuit could help derail the CFPB’s ongoing campaign against auto dealers.

Stick to the Script A lawsuit against a Minnesota dealer highlights the need to keep the cost of a service contract from being part of the finance charge.

By Thomas B. Hudson, Esq.

A lawsuit against a Minnesota dealer highlights the need to keep the cost of a service contract from being part of the finance charge.

Real Pros Don’t Close The need to establish trust and transparency has taken precedence in an era defined by well-informed Internet customers and pressure from state and federal regulators. Photo: IStockPhoto.com

By Paul Hatcher

GM says pressure from consumers and regulators will force sales pros to abandon their lifelong reliance on ‘closing’ tactics.

A Taxing Season Many car buyers use their income tax refunds as down payments. Offering to double the amount creates value at every credit tier. 

By Paul Potratz

Take the guesswork out of the tax-time rush by planning targeted and timely online marketing campaigns.

On Target David Gesualdo, ADM Publisher

By David Gesualdo, Publisher

A changing industry requires increased focus on customers and the factors that drive their buying habits.

A New Legacy Justin Russell, Sales Pro of the Month. Photo courtesy Ford of Pasco

By Tariq Kamal, Managing Editor

With help from his father and other mentors, Justin Russell has blazed a path to Internet sales success at Legacy Ford of Pasco (Wash.).

Blog

On-the-Point

Jim Ziegler
Stupid Is as Stupid Does

By Jim Ziegler
The Alpha Dawg charts the brief rise and long fall of Johan de Nysschen, the recently departed president of Cadillac and author of the business plan that effectively crowned Lincoln as the new king of American luxury.

They Finally Killed Somebody

By Jim Ziegler
Ziegler believes Uber’s directors should face criminal charges for their role in an Arizona woman’s violent death.

20 Things a GM Must Do Every Week

By Jim Ziegler

All Things Must Pass

By Jim Ziegler

Opening Observations

They Took Cadillac for a Ride

By Tariq Kamal
Hindsight is 20/20, but at least one industry member saw GM’s latest mishap coming a mile away.

Stand Up and Be Counted

By Tariq Kamal
The Dealers’ Choice Awards are the Yelp of vendors and finance sources.

Over the Curb

This Is Us: Dealer Edition

By Jason Heard
Heard knows delegation and outsourcing are the quickest path to a work-life balance.