Ford Private Offer

Ford Dealers: Don’t Discount the Ford Private Offer

Ford Motor Company is doing their due diligence to retain happy customers on your behalf. Are you helping the cause or dropping the ball? If you’re unaware, the manufacturer is sending out “Ford Private Offers” to targeted Ford owners in your area with additional discounts. This direct mail piece involves information on current models, along with a card offering an additional discount on ... Read More

Taking the “Too Much” out of Follow-Up

As children, we invariably learn the lesson that eating too much can make us sick. I vividly remember the time when I was six years old, and I ate a double scoop of chocolate chip mint right after finishing a hot dog with ketchup and onions. I mean, if a little treat was good, wouldn’t a bunch of treats be better? It didn’t seem like a bad idea at the time, that is until it ended as a ... Read More

ratings and reviews

One Important Reminder About Ratings and Reviews

“Ratings and reviews drive our business.” “Can you leave me a 5-star rating?” “Only excellent across the board will do.” “Would you be willing to give me a testimonial?” “Your feedback means the world to us.” We have been inundated with the belief that ratings, reviews, customer testimonials, and CSI scores are the gateway to more business, higher traffic counts, and ... Read More

CRM

Do You Tighten Your CRM Belt?

I spend more time thinking about CRMs than I should. Even if a perfect one existed, users of the tool would find a way to mess it up. Last week I was reviewing how a lead was handled on behalf of a dealer client. While the salesperson handling the prospect was checking the “complete” box for each fulfilled task assigned to them, there were zero notes. No details of contact or ... Read More

Vehicle Recall

I Have a Vehicle Recall. Now What?

So you have a vehicle recall. What do you do now? I joined the folks at VinAdvisor to share our advice on how to handle your vehicle Read More

Ask The Expert

Ask the Experts with Joe Webb: From ISM to Internet Director

Hi! I have an interview as an Internet Director at a high volume dealership my friend works at. I however, have only ever been an ISM at a small RV dealership. I’m not worried about the role of a BDC/Internet Sales Manager, but am afraid I am out of my depth as an actual director. What tools are in my toolbox to become an expert? Thanks, Austin ________________________________________ My ... Read More

Measuring Our Biases: A Manifesto

Like a good portion of families on Thanksgiving, the Lions and Cowboys took their places at our table during the holiday festivities. The Lions are on because we’re Michiganders, and we love the usual “Black and Blue Division” grudge matches with our turkey and dressing (the other games are OK, too). We watch the Cowboy games because football. It was during the Dallas vs. Washington ... Read More

auto financing tips

Top Auto Financing Tips When Buying a Car

I readily contribute my time to improve the car shopping experience for consumers, as well as the car purchase process for dealers. In this week’s video conversation with VinAdvisor, we share the Top Auto Financing Tips When Buying a Car. Car shopping advice in small, easy-to-consume Read More

CRM best practices

Which CRM Best Practices Are You Missing?

After years of analyzing metrics, utilization, and communication, DealerKnows has pinpointed the key CRM best practices with the most profound impact on dealership results. And they aren’t the ones you’d expect. We have worked with CRM provider, VinSolutions, to identify what best practices and CRM activities contribute to improved performance. Where other dealers plateau at ... Read More

Let Routine Maintenance Change the Internet Sales Routine

It’s been well written that we fall into routines. How we brush our teeth. How we commute to work. It happens in such a choreographed sequence that we forget that it’s even happening. Try brushing your teeth with the opposite hand, or take a different route to work, and see what happens. We look at automotive e-commerce the exact same way. All of us continue to try to fix the buying process, ... Read More