Best Practices

BEST PRACTICES

Tech-savvy teens help buyers learn how to use car features

12:01 am U.S. ET | Aug. 24, 2015

Teenagers' addiction to their smartphone may be annoying to parents and teachers, but it makes them perfect candidates to work for Quirk Ford. The Massachusetts dealership employs high school students to teach its customers how to use the technology in their vehicles....
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Sanderson's showpiece

12:01 am U.S. ET | Aug. 24, 2015

Sanderson Ford in Glendale, Ariz., has a 1950s-style stainless steel diner and a 15,000-square-foot museum of classic cars and memorabilia. The facilities help the store connect with the community, hosting fundraisers, car shows and other events....
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BEST PRACTICES

Connecticut offers EV rebates to jolt sales

12:01 am U.S. ET | Aug. 23, 2015

In May, Connecticut became the first state to offer cash-on-the-hood rebates to customers who buy EVs or plug-in hybrids, such as the Nissan Leaf, Chevrolet Volt or and Ford C-Max Energi....
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BEST PRACTICES

Dealer's drone shoots video to stand out

12:01 am U.S. ET | Aug. 17, 2015

The Jeff Wyler Automotive Family has purchased a drone to spice up promotions, social-media campaigns and vehicle-delivery celebrations....
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BEST PRACTICES

It takes green to go green at dealership

12:01 am U.S. ET | Aug. 10, 2015

It takes money to go green. At Thoroughbred Ford in Kansas City, Mo. around 500 incandescent lights above the lot are being replaced with expensive industry grade LED bulbs at a cost of more than $100,000. E-Commerce Director George O'Sullivan cites the new bulbs as the most prominent of Thoroughbred's efforts to green up the way it does business....
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Bet the Uber

12:01 am U.S. ET | Aug. 10, 2015

Toyota of Plano offers its best deals to Uber drivers, who make up about 6 percent of the store's new-car buyers and provide word-of-mouth advertising for the dealership....
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BEST PRACTICES

Washington dealer rejects dealer reserve and builds loyalty

12:01 am U.S. ET | Aug. 3, 2015

Denver Morford, dealer principal at Barry Chrysler-Dodge-Jeep-Ram in Ephrata, Wash., doesn't believe in dealer reserve. He gives customers the wholesale rate for the loan, and it keeps them coming back....
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BEST PRACTICES

Tomes' 10-foot rope a measure of success

12:01 am U.S. ET | July 27, 2015

At Bob Tomes' Ford and Subaru stores in McKinney, Texas, any staffer who gets within 10 feet of a customer must greet them and ask them about their experience and whether they can help. Workers are empowered to fix problems, and the customer satisfaction scores for the dealerships have gone up....
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VIDEO: Mass. dealer shatters stereotypes, grows group to advance careers

12:01 am U.S. ET | July 20, 2015

A strict dress code and a close-to-home expansion strategy geared toward promoting employees are hallmarks of Boston-area dealer Brian Kelly, who has spent a career “breaking the typical stereotypes associated with the automobile business.”...
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BEST PRACTICES

Building a brand in the service department

12:01 am U.S. ET | July 20, 2015

A few years ago, Adam Silverleib found his family's Honda store facing a problem no dealer wants to confront: Not one but two new Honda dealerships were going to open within 15 miles of his Raynham, Mass., location. "So we had to take a new approach and create something that gives people a reason to come to Silko." That something turned out to be an offering called SilkoCare....
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BEST PRACTICES

With hydrogen, high pressure to get it right

12:01 am U.S. ET | July 13, 2015

Mike Sullivan's Santa Monica, Calif., dealership is one of the first eight in the country chosen by Toyota to sell its groundbreaking Mirai hydrogen fuel cell sedan. Such an important launch means he'll need to do things a little differently....
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BEST PRACTICES

Uber lifts Toyota dealership's marketing

12:01 am U.S. ET | July 6, 2015

Toyota of Plano offers its best deals to Uber drivers, who make up about 6 percent of the store's new-car buyers and serve as evangelists for the Dallas-area dealership....
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BEST PRACTICES

Dealer Wise goes the extra mile(s) for buyers

12:01 am U.S. ET | June 29, 2015

Let's say you're shopping at one of the Randy Wise Automotive stores in this area, and you decide to check out a vehicle from a different brand at another dealership owned by the group. Well, just sit tight. The folks at Randy Wise will fetch the vehicle for you or drive you to where it is. Five dealerships. Ten brands. New or used. Your pick....
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BEST PRACTICES

Museum, diner celebrate Ford heritage and family-owned store

12:01 am U.S. ET | June 22, 2015

Sanderson Ford in Glendale, Ariz., has a 1950s-style stainless steel diner and a 15,000-square-foot museum of classic cars and memorabilia. The facilities help the dealership connect with the community, hosting fundraisers, car shows and other special events....
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Dealer's wine shop spawns bar/service lane

12:01 am U.S. ET | June 15, 2015

Building on the success of its in-house Cadillac Wines shop, Frank Kent Cadillac opened a downtown wine bar that also serves as a satellite service lane....
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BEST PRACTICES

Colo. store embraces pets, pedals

12:01 am U.S. ET | June 8, 2015

Fisher Auto Group embraces the Boulder, Colo., community's values, offering loaner bikes rather than loaner vehicles and allowing customers' pets in the store....
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VIDEO: Colo. stores use cameras, computers to build transparency

12:01 am U.S. ET | June 1, 2015

At Planet Honda, technicians are delivering video views from the service bay directly to car owners. This allows customers to see what fixes need to be made before repairs begin. At Kuni Lexus, used-car histories have taken on a digital dimension - all in the name of making sure customers know everything there is to know about previous repairs. The payback from both strategies: More-loyal customers....
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BEST PRACTICES

Getting schooled in the car dealership business

12:01 am U.S. ET | June 1, 2015

Zeigler Auto Group's effort to grow its dealership group and cultivate employees has evolved into an in-house training program, spawned a crop of managers and reduced employee turnover....
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BEST PRACTICES

Long wait, quick win for Florida Audi dealer

12:01 am U.S. ET | May 25, 2015

After opening in December 2013, Mario Murgado's Audi Stuart near Florida's Atlantic coast was one of just a dozen dealerships to win Audi's Magna Elite Society award in 2014, the highest award bestowed upon Audi dealers. It was the equivalent of an NFL expansion team winning the Super Bowl....
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BEST PRACTICES

Reconditioning fund ends store's strife

12:01 am U.S. ET | May 18, 2015

For every used car O'Daniel Mazda in Ft. Wayne, Ind., buys purchase at auction or take on trade, they set aside $450 in the reconditioning fund, which covers the cost of preparing used cars for resale....
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BEST PRACTICES

Stores reach out to empower female customers

12:01 am U.S. ET | May 11, 2015

A visitor to Don Jenkins' dealerships in this north Tennessee city will find a fair share of brawny men, but a dearth of female shoppers. So the dealer's daughter, Casey Jenkins, is doing something about that....
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History under glass

12:01 am U.S. ET | May 11, 2015

Bay King Chrysler-Jeep-Dodge-Ram built a glass-topped tomb beneath the showroom to display a World War II-era Willys MB Jeep. The owners got the idea from a friend's basement wine cellar, which people could see from the first floor....
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TALES OF 2 DEALERS

VIDEO: Using service lanes to lift car sales, smartphones to build bonds

12:01 am U.S. ET | May 4, 2015

Two Washington dealers are clicking with consumers in new ways. Dwayne Lane's Family of Auto Centers has found an answer to a nagging question: How can we get more of our service customers to buy new cars? Meanwhile, Ford and Hyundai of Kirkland now snap photos of camera-friendly buyers during the delivery process and load those images onto social media sites as testimonials....
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BEST PRACTICES

A Kentucky dealer's cup overfloweth

12:01 am U.S. ET | May 4, 2015

Don Moore turned an old drive-thru pharmacy window into an in-house coffee shop, which serves as a visible symbol of his main philanthropic pursuit: helping the homeless...
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BEST PRACTICES

Small VW store delivers top customer ratings

12:01 am U.S. ET | April 27, 2015

Attention to detail and personal contact by the owners of a small, 50-year-old Volkswagen dealership in rural Pennsylvania helped it earn the brand's top scores for customer satisfaction in 2014....
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