Auto Dealer Monthly Magazine is the daily operations publication serving the retail automotive industry. This automotive publication serves dealer principals, officers and general managers with the latest best practices.
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sign the contract.' But we always try to make it as fair as possible. A lot of times that means they get the car they bought. In rare cases, we'll unwind, usually because they thought they'd have the down payment but didn't." He adds that many, if not most, of the fnance staf is prior military themselves. Te group thrives on hiring staf from other industries and teaching them the McCloskey approach to selling vehicles. "Probably 80 percent of our staf is new to the automotive business," says Joe McCloskey. "We sometimes don't get the quick sales at the outset but, in six months, we have salespeople who only know one way to do business." Showroom magazine; was a fnalist for Small Business Person of the Year by the Colorado Springs Chamber of Commerce; won the Association of Finance & Insurance Professionals (AFIP)'s Eagle Award; and received multiple "Quality Dealer of the Year" awards from the NIADA, including last year's top prize. To those who know him, the accolades — and McCloskey's characteristically modest response — come as no surprise. Matt Bitler has been the group's principal contact at SouthWest Dealer Services since they signed the group in 2002. He says McCloskey's success is the direct result of the founder's focus on customer service. "Joe is one of the foremost experts AWARDS AND ACCOLADES on pre-owned cars. He's certainly McCloskey's way of doing busione of the best I've seen at managMIKE PHILLIPS ness has paid of in more ways than ing inventory and reconditioning the one. Te operation has been showinventory," Bitler says. "But whatever ered with performance and communityhappens, Joe's frst concern is to take care of service awards. In recent years, McCloskey the customer. If something happens to the car, was named an F&I; Pacesetter by F&I; and Joe stands behind what he sells." Phillips says he and the rest of the staf enjoy the same level of dependability. McCloskey takes an active role in inspiring the entire team to succeed, he says, from the mundane tasks of reporting numbers to his weekly leadership training sessions. "It really is focused a lot on how to leverage our most important asset: the staf. … Everyone will take something home. It's his business and he's awesome at it." Te specter of "Big" Joe's retirement is a "running joke," Tom McCloskey says with a laugh. Joe says he still loves to come to work, and will continue to work for the group and the community for as long as his health allows. Afer all, he says, perfection is a goal worth striving for. "I'm here almost every day and so is my wife," he says. I do most of the buying of the inventory and a lot of the interaction with co-workers and customers. Tere are a lot of dealers that are hands-on. For me it's more the thrill of working side-by-side with great people. We're a team on a crusade to be the best." DONE. ONLY 37% OF TRADE-IN CUSTOMERS ARE HAPPY WITH THE PROCESS. That's why some dealers use AutoTrader.com's Trade-In Marketplace. This unique tool helps you make the most out of every customer interaction through our Instant Cash Offer. The more you help your customers understand how you determine trade-in prices, the more likely they are to transact and walk away happy. To learn more, visit http://TIMfordealers.AutoTrader.com