I am building a new dealership. Can I get some pointers from you?
Hey dE subscribers,
Can I get some advice from you? I have a dealer client and friend who is building a brand new dealership. He currently has a Toyota store in a small/medium sized town.
He's looking for some advice from us. It there are one or two pieces of wisdom you could share with him, what would it be?
Thank you all in advance.
Can I get some advice from you? I have a dealer client and friend who is building a brand new dealership. He currently has a Toyota store in a small/medium sized town.
He's looking for some advice from us. It there are one or two pieces of wisdom you could share with him, what would it be?
Thank you all in advance.
Replies to This Discussion
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Permalink Reply by Leonard Buchholz on
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Make the Service Department easy to find, in fact, make it impossible to miss.
Hire an architect that understands the local weather patterns and does not put the Service Customer in the elements when dropping off the vehicle for service.
Give consideration to how the Customer interacts with the Dealership from a Customer point of view. They come once to buy a car in a 3 or 4 year period (in most cases) and come into Parts and Service several times a year.
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Permalink Reply by Kevin "Friend Me" Bradberry on
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EXCELLENT. THANK YOU LEONARD!!!!!!
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Permalink Reply by Jason M A Goodman on
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To expand on customer comfort for the service dept., there should be a comfortable, open, waiting area for your service customers. When getting my Acura serviced in Reno (30-120 min process) I was able to grab a water/coffee and watch TV or surf the net in a large theater style room. The kicker is that this room had generous views of the new car showroom, merchandise area, and service desk, with lots of literature on the new models laying around. While waiting for my oil changes, etc., I bought logoed merchandise, read up on why their cars are fantastic, and spent time picking out my next new car, without constantly checking my watch or feeling uncomfortable. I noticed a lot of other service customers doing the same. The service waiting area is a perfect no pressure sales zone.
Leonard Buchholz said:Make the Service Department easy to find, in fact, make it impossible to miss.
Hire an architect that understands the local weather patterns and does not put the Service Customer in the elements when dropping off the vehicle for service.
Give consideration to how the Customer interacts with the Dealership from a Customer point of view. They come once to buy a car in a 3 or 4 year period (in most cases) and come into Parts and Service several times a year.
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Permalink Reply by Bob Gaber on
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Kevin, you've been in the business a long time. The easy thing to do is hire people you trust, people that will treat your clients well. Use Social Media to the fullest. Get your salespeople certified as quickly as possible, And Talk with people that have been successful. Best of Luck. You will be highly successful.
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Permalink Reply by Chip King on
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New point with new staff brings the rare opportunity to create the culture instead of rebuilding it. Focus on the total customer experience from the outset..... Create the "Ritz Carlton" atmosphere. Hire only those that have the skill to interact with your clients in a fashion that makes them all customers for life. From your porters and lot techs to your accounting staff .... All impact your retention and profitability with their ability to make customers like them.
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Kevin, I forgot to ask you. Where is your new dealership located? You know, since you are closing down TK Worldwide and opening a dealership, we trainers at Automax will be happy to help recruit and staff it for you. We didn't get to be the most requested company in the World at what we do by being poor. Excellence is the word I would use and I know your new store would only want excellent people working there. Only the Best.
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Permalink Reply by Rachael Schulz Dunbar on
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Hire me!
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Whoa, wait a minute. . . This "dealer friend and client with a Toyota store" sounds vaguely familiar. If thats the case...please don't refer me, I already work for him. And with the way I work retention here....all he has to do is advertise its the same management :)
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Love the service lounge comments guys! You are soo right, visability and ease of use are very important for the drive. Having a shuttle and detail service readily available is also a huge fundemental in the comfort of your service guests. Another great thing that a lot of dealers miss is a small area for children to play. Even if its just a lego table.
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Permalink Reply by Kevin "Friend Me" Bradberry on
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No it's not your dealer. Wrong State..........
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Permalink Reply by Kevin "Friend Me" Bradberry on
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Sorry to disappoint you Bob, but as a courtesy to my friend and dealer client, I was drawing from the wisdom of the dE group and respectfully seeking their opinions. Which, if I am not mistaken, was the original intent of Chris S. and the Kelly Autogroup when they launched this site. I was not expecting the conversation to deteriorate into petty, immature, sarcastic, and unfounded remarks.
I would like thank those who took what I asked seriously and let you all know that truly appreciate and respect your opinions. I would also like to state for the record that I do not participate in the form of dialogue that Mr. Gaber has initiated. Nor, would I even begin to justify his comment about the well being of my company with an actual response. I would say however, and direct this towards you Mr. Gaber that you have shown me more than I care to see about your character and that you will never work for me.
Bob Gaber said:Kevin, I forgot to ask you. Where is your new dealership located? You know, since you are closing down TK Worldwide and opening a dealership, we trainers at Automax will be happy to help recruit and staff it for you. We didn't get to be the most requested company in the World at what we do by being poor. Excellence is the word I would use and I know your new store would only want excellent people working there. Only the Best.
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