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.
Issue link: http://autodealermonthly.epubxp.com/i/72788
in the beginning opening observations Customers Choose Where to Spend Their Time and Money hair, my time and my money, and it's my choice as to whom I do business with." After I left and I was replaying the conflict that lead up to the event, it hit me that every customer has the same stance. It doesn't matter what the product or service is you have for sale; your customer has the same reality. "It's my XX (you fill in the product , e.g., car), my time and my money." The question is what are you going to do to earn a customer's business? I My experience was with a business that I had only had one other interaction with. You have the exact same thing occurring at a dealership. A customer who has never done business with you buys a car, and hopefully they then return for service. What is their service experience like? First impressions only get you so far; it's the ongoing interaction with your team that will allow you to retain a customer for life. Do you communicate with the customer in a manner they find acceptable both in form and in frequency, listen to their needs and respond accordingly? Are you cognitive of their time? Do you appreciate their time, money and ability to choose? You, Mr. Dealer, are also faced with the same situation as a buyer. You get to choose where to spend your time and money when it comes to purchasing products and services for your dealership. You get to decide when to attend and send your staff to training events. I would encourage you to consider this year's Industry Summit when 8 had a rather unpleasant experi- ence at a hair salon recently, and my exact words were, "It's my planning your training for this year. There are already four education tracks planned with more in the works. If you work in finance, special finance or buy here pay here, or manage any of these activities, you should be at this show. No other show brings as much finance- related education to one place as the Industry Summit, which is a joint effort between Auto Dealer Monthly and F&I; Showroommagazines. As a huge bonus this year, we are also bringing the industry's first CRM Convention to the Industry Summit. A few folks have told me, "I have a CRM; I've got it covered." Let me say that having a CRM and using one effi- ciently are two totally different things. This show is not about telling you which CRM to purchase; it's about using whichever CRM system you have in place to the fullest. It's about understanding how a great CRM process and system can influence every aspect of your dealership and generate revenue. It's about accountability. Yes, I know how everyone hates the word accountability, but accountability is proven to increase profits! The CRM Convention is for dealers, general managers, BDC managers and other managers to better understand how they can get more from the CRM systems they are already paying for. See you in September at the Industry Summit! Volume 9, Issue 7 Editor Senior Assistant Editor Harlene Doane Jennifer Murphy Bloodworth Assistant Editor Kimberly Long Contributing Authors Ali Amirrezvani Phillip Barras Courtney Cole Harlene Doane Greg Goebel Thomas B. Hudson, Esq. David Keller, CPA, CFE Kimberly Long Kirk Manzo Alan Mosher Jennifer Murphy Bloodworth Paul Potratz Don Reed Marketing Manager Andrew Markle Layout & PrePress Regent Promotions, Inc. Copyright ©2012 all rights reserved. Reproduction in whole or part is prohibited unless expressly authorized by editor or publisher. The views expressed in the articles or adver- tisements are those of the authors and do not necessarily represent the views of this magazine or its staff. All unso- licited content, photographs and artwork submitted are at the submitters risk and will not be returned unless return postage and packaging are included. Editorial inquiries, questions or comments can be made to the editor at Harlene@AutoDealerMonthly.com Advertising Sales Please call 888.300.8844 or e-mail Advertising@AutoDealerMonthly.com Reprints For editorial reprints, please call 888.300.8844 Auto Dealer Monthly (ISSN: 1941-384X) is published monthly by Auto Dealer Monthly, LLC P.O. Box 39 Osprey, FL 34229-0039. Periodical postage paid at Evansville, IN and additional mailing offices. Postmaster: Send address changes to Auto Dealer Monthly, P.O. Box 1753, Skokie, IL 60076 or call 877.775.6907. Annual subscription rates are $72/year in the USA. Additional prepaid single copy issues may be purchased for $6 each (USA only). Subscription rates higher for international subscribers. Call 888.300.8844 for details.