CBT Automotive Network Podcast

The 2019 NADA Convention is officially in the history books, but before it ended we had a chance to catch up with Wes Lutz, the 2018 NADA chairman just before he turned over the gavel to incoming chairman, Charlie Gilchrist. We talked to Wes about his time as chairman, the high points of his tenure, and some of the challenges NADA faced over the last year.

CBT News Week In Review for Friday, February 1st, 2019:

How to Hold on to Front-End Gross and Improve the Overall Health of your Dealership - Brian Benstock, Paragon Honda

Dealers across the country have felt the pressure to hold on to front-end gross as margin compression continues to be a persistent issue. Here to tell us how you can increase profits and improve the overall health of your dealership is Brian Benstock, partner GM, and VP at Paragon Honda. Today, Jim and Brian also discuss operating successfully within the digital environment, as well as hiring and motivating talented staff.

How to Maximize the Profitability of Your Fleet Vehicles - Alex Fraser, Cox Automotive Mobility

Organizations that rely on fleet vehicles are constantly looking for ways to control costs, reduce risks, and maximize the profitability of the vehicles in their possession. From detailing, to fueling, to maintenance, and other logistics, our next guest is here to provide some fleet service solutions. Joining Jim today is Alex Fraser, general manager of Atlanta Market Fleet Services for Cox Automotive Mobility, to discuss the latest in fleet management.

The Importance of Having Return Customers in the Service Drive - John Fairchild, Fixed-Ops Expert

According to Cox Automotive’s latest study, Opportunities to Build Customer Loyalty, an estimated 70 percent of consumers who purchased or leased from a dealer did not return for service in the past year. So, how can dealers increase sales in the fixed-ops department in 2019? On today’s show, Jim discusses the importance of having return customers in the service drive with fixed-ops expert and CBT contributor, John Fairchild.

Four Predictions for the Future from Cox Automotive's Mobility Study - Isabelle Helms, VP Research and Market Intelligence

As we settle into 2019, alternative vehicle ownership continues to increase in popularity with consumers. Here to guide us through this emerging market is Isabelle Helms, vice president of research and market intelligence for Cox Automotive. In today’s segment, Jim and Isabelle discuss the final chapter of the Cox Automotive Evolution of Mobility Study, and what its findings indicate about the future of retail auto sales.

Today on CBTNews.com - Thursday, January 31st, 2019:

Four Predictions for the Future from Cox Automotive's Mobility Study - Isabelle Helms, VP Research and Market Intelligence

As we settle into 2019, alternative vehicle ownership continues to increase in popularity with consumers. Here to guide us through this emerging market is Isabelle Helms, vice president of research and market intelligence for Cox Automotive. In today’s segment, Jim and Isabelle discuss the final chapter of the Cox Automotive Evolution of Mobility Study, and what its findings indicate about the future of retail auto sales.

How to Engage Potential Customers with Better Market Intelligence - Amy Hughes, Experian

At The NADA Show 2019 in San Fransisco, CBT's Jim Fitzpatrick spoke with Amy Hughes, Senior Director of Dealer Intelligence at Experian to discuss how to build successful and confident automotive marketing campaigns that will continue strongly into 2020.

Four Reasons Why Manufacturers Need to Re-Evaluate Mandated Renovations

In 2012, a San Diego Tribune article revealed that auto dealers in the region of Escondido spent $10 million to $12 million on dealership renovations and expansions. While city officials were happy for the seeming boost in auto sales due to these renovations, industry analyst, David Whitson remarked on the harmful impact these mandates could have on smaller automobile dealers. Seven years later, not much has changed.

Gail Miller Awarded Barbara Cox Woman of the Year

When it comes to women, the auto industry has a lot to catch up on. Though there has been some improvement, such as GM’s 2014 appointment of Mary Barra as CEO, women remain underutilized at all levels of the vehicular pipeline. These facts are what makes events like the Barbara Cox Woman of the Year Award so refreshing, as they shine a spotlight on women who are making things happen in the industry. This year, the award was given to Gail Miller at annual NADA show.

As we settle into 2019, alternative vehicle ownership continues to increase in popularity with consumers. Here to guide us through this emerging market is Isabelle Helms, vice president of research and market intelligence for Cox Automotive. In today’s segment, Jim and Isabelle discuss the final chapter of the Cox Automotive Evolution of Mobility Study, and what its findings indicate about the future of retail auto sales.

The Importance of Having Return Customers in the Service Drive | How To Avoid Dead-End Marketing Strategies At Your Dealership? | Ford Sales Decline for a Fourth Straight Quarter

Today on CBTNews.com – Wednesday, January 30th, 2019:

The Importance of Having Return Customers in the Service Drive – John Fairchild, Fixed-Ops Expert

According to Cox Automotive’s latest study, Opportunities to Build Customer Loyalty, an estimated 70 percent of consumers who purchased or leased from a dealer did not return for service in the past year. So, how can dealers increase sales in the fixed-ops department in 2019? On today’s show, Jim discusses the importance of having return customers in the service drive with fixed-ops expert and CBT contributor, John Fairchild.

How To Avoid Dead-End Marketing Strategies At Your Dealership?

If your dealership is looking to make more money and profit, then it’s important for you to learn the ways to spot dead-end strategies so that you can say no to them – instead you can focus on good ideas. From the more traditional slogan styled advertisements to social media and viral videos, there are endless strategies for your dealership to pick from.

Ford Sales Decline for a Fourth Straight Quarter

In a year when other companies have been doing well, Ford Company showed a net loss of $116 million in the fourth quarter, translating to three cents a share. A large portion of the downturn was driven by overseas markets. Although in North America Ford showed signs of growth, reaching a revenue by $1.7 billion, the company’s earnings fell globally, most notably in South America where the market share slumped everywhere but Peru. Advancing onward, it is still unclear what the new year might bring for Ford.

According to Cox Automotive’s latest study, Opportunities to Build Customer Loyalty, an estimated 70 percent of consumers who purchased or leased from a dealer did not return for service in the past year. So, how can dealers increase sales in the fixed-ops department in 2019? On today’s show, Jim discusses the importance of having return customers in the service drive with fixed-ops expert and CBT contributor, John Fairchild.

How to Maximize the Profitability of Your Fleet Vehicles | Using Social Media to Enhance the Customer Experience | Focusing Efforts When Developing Best Practices

Today on CBTNews.com - Tuesday, January 29th, 2019:

How to Maximize the Profitability of Your Fleet Vehicles - Alex Fraser, Cox Automotive Mobility

Organizations that rely on fleet vehicles are constantly looking for ways to control costs, reduce risks, and maximize the profitability of the vehicles in their possession. From detailing, to fueling, to maintenance, and other logistics, our next guest is here to provide some fleet service solutions. Joining Jim today is Alex Fraser, general manager of Atlanta Market Fleet Services for Cox Automotive Mobility, to discuss the latest in fleet management.

Five Ways Social Media Can Help You Enhance the Customer Experience

Typically, when we discuss the impact of social media, the discussion quickly turns to marketing and branding. While this is the primary purpose for social media platforms, savvy dealership marketers can use specific social media features to improve a customer’s overall experience. Social media is another way to cultivate relationships with customers, connect with the local community, and address their questions and complaints.

Focusing Efforts When Developing Best Practices at Your Dealership

When developing best practices for your dealership, it helps to know where to focus your attention. You want to set your sights on establishing best practices in areas that need the most guidance. There are three domains in any dealership: the team, the customers and the sales themselves. Looking over any data you’ve gathered, be it through traditional or technological means, select the weakest domain to start with. Once that area is stronger, move on to the next until you’ve generated best practices in all three.

Organizations that rely on fleet vehicles are constantly looking for ways to control costs, reduce risks, and maximize the profitability of the vehicles in their possession. From detailing, to fueling, to maintenance, and other logistics, our next guest is here to provide some fleet service solutions. Joining Jim today is Alex Fraser, general manager of Atlanta Market Fleet Services for Cox Automotive Mobility, to discuss the latest in fleet management.

Dealers across the country have felt the pressure to hold on to front-end gross as margin compression continues to be a persistent issue. Here to tell us how you can increase profits and improve the overall health of your dealership is Brian Benstock, partner GM, and VP at Paragon Honda. Today, Jim and Brian also discuss operating successfully within the digital environment, as well as hiring and motivating talented staff.

Today on CBTNews.com - Monday, January 28th, 2019:

How to Hold on to Front-End Gross and Improve the Overall Health of your Dealership - Brian Benstock, Paragon Honda

Dealers across the country have felt the pressure to hold on to front-end gross as margin compression continues to be a persistent issue. Here to tell us how you can increase profits and improve the overall health of your dealership is Brian Benstock, partner GM, and VP at Paragon Honda. Today, Jim and Brian also discuss operating successfully within the digital environment, as well as hiring and motivating talented staff.

Consistent Repair Updates Make for a Better Customer Experience

Generally speaking, customers don’t like visiting an auto repair facility. At best it means taking time out of a busy day for routine maintenance, and at worst it means costly repairs, and going without a vehicle until the repair is completed. At the outset, the cards are stacked against a positive customer experience. That is not to say these obstacles cannot be overcome. Many dealership service departments have glowing reviews and a satisfied customer base. So, how is this accomplished?

Effective Ways to Address Difficult Customers

If you have worked in the Service Drive for, let’s say, 15 minutes or longer you probably understand that there is a fair share of difficult customers you will encounter. But let’s remember being a Service Advisor, Service Manager or other customer facing person in Service requires that we treat every interaction as a chance to connect with that customer on a personal level. Service Advising is INTERACTIONAL not just transactional. People have to LIKE you to be really effective. In fact, some of my most difficult customers turned into raving fans and ended up being my BEST customers.