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Jared Hamilton
From: Jared Hamilton
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Bart Wilson

Bart Wilson Director of Operations, Media

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Only 2 in 5 Customers Receives a Sales-to-Service Handoff??

Only 2 in 5 Customers Receives a Sales-to-Service Handoff??

DealerRater recently polled over 16,000 new car buyers on behalf of Fixed Ops Journal. The question was straightforward: "The last time you bou…

We Talk Transparency and Digital Retailing with MAX Digital

We Talk Transparency and Digital Retailing with MAX Digital

DrivingSales conducted a lot of interviews at NADA2019.  In this clip, we sit down with Mike Cavanaugh, Executive Vice President at MAX Digital.&n…

The Problem with Pandering to the Customer Experience

The Problem with Pandering to the Customer Experience

A couple of years ago, there was no such thing as the abbreviation (CX) or the buzzword it represents: Customer eXperience. And now, you can’t …

Used Car Managers Improving Recon to Fight Margin Squeeze

Used Car Managers Improving Recon to Fight Margin Squeeze

At NADA, I stopped some dealers walking the Moscone Convention Center to ask them about their concerns and strategies for used car performance in 2019…

Rock's Rants: Employee Convenience

Rock's Rants: Employee Convenience

Some dealership employees forget they work in the service business.   Recently, while I was talking to a service manager, one of his employees s…

How You Should Approach "Best Practices"

Jay Acunzo discusses how we should approach any ideas we want to implement to our dealership.  What works for someone else in your 20 Group may not be the right situation for your store.  Jay states that we need to improve our questioning skills to filter any best practice.

How do you determine if a best practice is right for your dealership?

John Goll

Very well said!

In my opinion, Best Practices are more of a general standard where to start. If you've never implemented a certain strategy before or taken on a kind of project then Best Practices give you a great framework to build off of. You should always be adapting to your market or environment though. Strategies need to constantly be optimized and tweaked to get better results or else you become stagnate.

R. J. James

Best Practices are good to know, but you need to understand your organizations culture before you try to implement them.  

Bart Wilson

RJ, what do you mean by understand the culture?  I love the approach, just trying to get some clarification.

R. J. James

@Burt...  Over the past 20 years as a manager and consultant, I have been blessed to work with a wide range of organizations (National Retailers, Major Athletic Brands, Fast Food Restaurants, Print Publishers, Non-Profits, and Start-ups).  Those experiences led me to develop and use four categories of how an Organization's Culture accepts Change. 

The following are a generalization of my experience working with Auto Dealerships:

Traditional Culture... Strongly resist Change (i.e., working with dealerships in 2004-2006 we tried to advance the idea of Websites and Internet Sales)

Conservative Culture... Forced into Change by external forces (i.e., dealerships did the minimal Website and assigned an Internet Sales Person/Manager because their OEM forced them to do it) 

Adaptive Culture... Accept Change to stay Competitive (i.e., dealerships adopted Website and Internet Sale Best Practices because their local competitors had done so)   

Innovative Culture... Aggressively seek and implement Change (i.e., dealerships that were the first to invest in technology and people to build a Website and Internet Sales competitive advantage) 

Bart Wilson

RJ, this is a great way to break it out.  I feel that we also need to look at an "act or be acted upon" slant as well.  Some dealership cultures are there because their environments have created them versus the dealerships that actively monitor and look for opportunities to improve their culture.

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