AI: What is it good for? Absolutely... some things.

Amidst the whirlwind of digital transformation and the pressing need to meet evolving customer expectations, automotive Business Development Centers (BDCs) are increasingly turning to AI tools as a potential game-changer. These tools, from chatbots that offer 24/7 customer service to AI-driven analytics for personalized marketing strategies, promise to rev up efficiency and drive customer satisfaction to new heights. However, as we steer into this AI-enhanced future, it's crucial to pump the brakes and ensure we're not sacrificing the quality and authenticity of our communication in the fast lane. As you've heard me say time and time again, "High technology requires a high touch."

AI Integration: A Turbo Boost with a Caution Sign

The allure of AI in automating repetitive tasks, analyzing vast amounts of data for insights, and even engaging with customers through chatbots or virtual assistants is undeniable. It offers a pathway to scaling operations and delivering a more tailored customer experience without the need for constant human intervention. However, while AI can process and respond at lightning speed, it still lacks the human touch — the empathy, understanding, and genuine connection that can turn a standard customer interaction into a memorable one.

Keeping a Watchful Eye: Ensuring Quality and Authenticity

As automotive BDCs embrace AI, it's imperative to maintain a hands-on approach to monitor and guide these AI interactions. The goal is to ensure that the AI tools are not just efficient but also accurately reflect the brand's voice and values. Regular and ongoing audits of AI communications and customer feedback can help maintain the balance between automation and authenticity.

Moreover, it's essential to remember that AI is a tool, not a replacement for human interaction. There will always be situations where a customer's concern is too complex or sensitive for AI to handle adequately. In such cases, the ability to seamlessly transition the customer to a human representative who can offer the empathy and understanding that AI lacks is crucial.

The Road Ahead: Navigating AI with Responsibility

As we navigate the integration of AI tools in BDCs, the key is to drive forward with caution and care for our customers. It's not just about leveraging AI for efficiency but doing so in a way that enhances the customer experience without compromising on the personal touch that builds trust and loyalty. By keeping a close eye on AI's performance and ensuring it aligns with our intended message and brand values, we can harness the power of AI to enrich customer interactions while keeping the human element at the core of our operations.

In the end, the journey towards incorporating AI into auto BDCs is not about racing to adopt the latest technology. It's about carefully selecting the right tools, constantly evaluating their impact, and ensuring they contribute positively to the customer experience and the brand's reputation. With a thoughtful approach to AI integration, automotive BDCs can navigate the challenges of today's market while setting the pace for the future of customer engagement in the automotive industry.

I want to also leave you with this... I asked ChatGPT the following question: In 50 words or less, do you think AI can do as good of a job in customer service as any human could? This was ChatGPT's response: AI can enhance customer service efficiency and handle routine tasks effectively, but it lacks the empathy, creativity, and nuanced understanding of human agents. For complex, emotional, or unique situations, human agents outperform AI, making the ideal approach a blend of AI's efficiency with human empathy and adaptability.

I would love to hear your thoughts so be sure to comment below. And I realize now that I should have written this before most of you went to NADA and signed up for every AI tool you could find. haha

J.D. Mixon

DrivingSales

Have you ever found yourself pushing the pedal a bit too hard on the freeway? Well, California is about to change the game of driving with a new bill that's all about keeping our speeds in check. Starting in 2027, if you're buying a new car in the Golden State, it might come with a built-in buddy that gently reminds you to slow down when you're going over 10 mph above the speed limit. It's like having a guardian angel for your speedometer!

But don't worry, this isn't a one-size-fits-all situation. Emergency vehicles won't have these speed limiters because let's face it, sometimes you need to get somewhere fast for a really important reason. And for those exceptional moments when you might need to push the limit, there's a provision for temporarily turning off this tech. Think of it as an 'in case of emergency' button.

Now, you might be wondering why all this fuss about speed? It's simple – safety. Traffic accidents have been climbing up, and this tech aims to bring those scary stats down. It's about making our roads safer for everyone, from the daily commuters to the weekend road-trippers.

If California successfully puts this law into action, it could be the pioneer in a nationwide movement for safer driving. Imagine roads where speeding is the exception, not the norm. That's a future worth driving towards!

So, what do you think about this speed-limiting technology? Is it a step forward in road safety, or is it a little too much like having a backseat driver? Let's chat about it in the comments below. Here's to making our roads safer, one mile at a time!

FAQs

Q: Will this technology affect all cars?

A. Only new cars from 2027 onward.

Q: Can the speed limiter be turned off?

A. Yes, temporarily or by authorized personnel.

Q: Does this apply to emergency vehicles?

A. No, they're exempt.

Q: Why is California proposing this?

A. To reduce traffic fatalities and promote safety.

Q: Could other states adopt similar laws?

A. If it's successful, other states might follow suit!

Critical Google Email Updates

As we step into 2024, the world of email communication is evolving. Major players like Google and Yahoo are introducing new rules to make emails safer and more reliable. These updates, which will start in February 2024, are all about verifying who's sending emails and cutting down on spam; something we can all get behind. But be careful not to let your marketing get LEFT BEHIND! 

You need to get ready for these changes now. Being proactive means you won't be caught off guard when the new rules kick in. You need to get with your IT professionals or marketing teams to help you navigate these updates. If you've already set up DKIM and DMARC, you're in the clear – these changes won't affect you. I still recommend confirming all necessary settings are properly configured. 

Let's break down what's happening

Google's New Rules

Google and Yahoo are making it mandatory for all email senders, especially those who send lots of emails, to follow certain best practices. This includes authenticating emails and preventing spam. These changes aim to make sure emails reach their destination, build trust, keep out of spam folders, and maintain a good sending reputation. This isn’t only for marketing emails. It’s for every email you send - CRM, service updates, marketing, etc.

Gmail's Authentication Requirement

A big part of Google's new rules is email authentication. You'll need to set up DKIM (DomainKeys Identified Mail) and have a basic DMARC (Domain-based Message Authentication, Reporting, and Conformance) record. This is super important for people who send a lot of emails. But don't worry, if you've already done this, you're all set. If you haven’t get it done ASAP.

Switch to Your Own Domain

Instead of using @gmail.com addresses, it's better to use an email address from your own domain. This helps with the new authentication and spam rules. I don’t know of a dealership out there that doesn’t have their own domain, but not all use it for their email. If you aren’t using your domain for email yet, now's a good time to start.

Keep Spam Complaints Low

Google will be keeping an eye on spam complaints. Try to keep these under 0.1% to stay in line with their new standards. Don’t over-email or unintentionally spam customers. 

Understanding DKIM and DMARC

What's DKIM?

DKIM is like a digital signature for your emails. It proves your emails are genuine and protects them from being tampered with.

Why DKIM?

Using DKIM builds trust with email providers and recipients, helping your emails land in inboxes, not spam folders.

What's a DKIM Record?

It's a digital key in your email, like a unique seal, showing that your email is real and secure.

How Does DKIM Work?

DKIM uses two keys to verify emails. It's like a secret handshake that ensures your email is authentic and unchanged.

What's DMARC?

DMARC is like a security guard for your emails. It tells email services how to handle emails from your domain, ensuring only genuine emails get through.

Do You Need DMARC?

Yes, especially with the new Google and Yahoo rules. It protects your domain from misuse and keeps your emails trustworthy.

How Does DMARC Work?

DMARC works with DKIM and SPF, checking your emails are from an authorized source and unchanged.

DKIM for Low-Volume Senders

Setting up DKIM is beneficial for all senders, regardless of volume. It improves your open rates and reputation.

High-Volume Senders and New Domains

High-volume senders should transition to using their own authentication. This might be a bit bumpy at first, especially with a new domain, but it's crucial for long-term success.

Frequently Asked Questions

Who's Affected?

All email senders, but bulk senders will feel it more. 

Does Sending Volume Matter?

While Google mentions a 5K daily limit to identify bulk senders, there's no safe zone. All senders should follow the new rules.

What If You Don't Comply?

Google and Yahoo might start blocking your emails, which could hurt your reputation and email marketing success.

Can DrivingSales help me make these updates?

Although we are always here to support dealers, these updates will need to be handled by your typical IT professionals. You can, of course, reach out to us with any questions. 

What if I don’t have an IT professional to help me?

Speak to your marketing team or vendor. They may be able to assist. Be careful to only work with someone knowledgeable about these types of updates.

If you have any other questions, feel free to reach out to our team and we will do our best to point you in the right direction. Good luck and good selling!

In 2023, the used car market experienced a 5% decrease in prices, marking a significant change from the price surge that occurred during the pandemic. This shift was largely due to improvements in supply chain stability and an increase in new car production. Higher interest rates also played a role, as they led many potential buyers to delay their used car purchases, which in turn contributed to the drop in prices.

The price increase in used cars began in 2020 due to inventory shortages and reached its peak in March 2021. By the end of that year, used cars were 36% more expensive. However, data from Black Book indicates that wholesale prices have recently been on the decline, which has influenced retail prices to fall as well.

While prices have not yet returned to pre-pandemic levels, the current trend suggests that used cars will become more affordable in 2024. The decrease in prices in 2023 confirms earlier predictions that a market correction would occur after the unsustainable price bubble of 2021 and 2022.

An IseeCars study indicates that popular used models are now more affordable than they were in late 2022. This is good news for consumers, as it means that they have a wider range of options when it comes to purchasing a used car.

However, it's important to note that the used car market is still recovering from the effects of the pandemic, and prices are still higher than they were before the pandemic began. Despite this, the recent decrease in prices is a positive sign for consumers and suggests that the market is moving in the right direction

What are you experiencing in your market and where do you think we are headed this year? I would love to hear your thoughts.

In the auto industry, there's a pressing need to collectively enhance our reputation for trustworthiness. This challenge continues to be highlighted in Gallup polls, which show that professions like nurses, medical doctors, and pharmacists continue to hold high esteem in terms of ethics and honesty among the American public, as they should. While these professions have experienced some fluctuations in their ratings, they still outperform all other fields year after year... And if you read far enough down the reports, you'll finally stumble upon car sales. Thankfully, we at least rank above telemarketers and members of Congress in ethical standards.

The automotive dealer community must make a shift in our competitive strategy. Rather than vying to be seen as more trustworthy than the dealer down the street, we MUST collaborate to elevate the entire industry's trustworthiness. This approach will benefit both the industry and consumers. By learning from the consistent high ratings of healthcare professionals, dealers can adopt best practices in customer service, transparency, and ethical dealings.

The Gallup poll reveals a clear need for improvement in how the public perceives car salespeople. Building trust should be a unified goal, moving beyond individual dealership competition to a broader, industry-wide reputation enhancement. This unified effort can potentially lift the perception of car dealerships to align more closely with professions that traditionally hold high ethical standards in the eyes of the public.

As we embark on this journey to transform the public perception of our industry, I invite fellow dealers to share their insights and suggestions. How can we, as a united front, elevate the trustworthiness of the automotive dealership sector? What strategies have you found effective in fostering transparency, integrity, and customer satisfaction? Your experiences and ideas are invaluable in shaping a collaborative approach that benefits not only our individual businesses but the entire industry. Let's open a dialogue and work together towards a future where car dealerships are synonymous with trust and ethical business practices. Please share your thoughts and feedback – your contribution is essential in driving this much-needed change.

If you want to work on a more in-depth project together, reach out to me directly and lets see what we can accompish!

In the fast-paced world of automotive, effective communication is the engine that keeps things running smoothly. While emails have become the go-to method of correspondence, it's important not to overlook the value of personal interactions. As we know, each department of a dealership, be it sales, service, parts, or the body shop, is meant to run almost independently of one another, yet still cohesively. Therefore, interdepartmental communication will benefit significantly from actual face time; not just FaceTime. So fasten your seat belts while we hit the road to better communication!

In a technologically driven industry, it's easy to get lost in the digital realm of emails and text messages. However, nothing can replace the power of human connection. Meeting face-to-face or having a genuine conversation over the phone adds a personal touch that fosters trust, collaboration, and understanding. It's like taking a thrilling test drive instead of just reading about a car's features on a website.

While emails may convey information efficiently, they lack the subtleties of non-verbal communication. Facial expressions, body language, and tone of voice convey more than words alone. A raised eyebrow or a friendly smile can provide invaluable context, helping to avoid miscommunication or misunderstandings. So why settle for a "LOL" or emoji when you can share a genuine laugh in person?

Be it between team members or with a customer, strong relationships act as the oil that keeps the automotive industry's engine running smoothly. Taking the time to meet face-to-face or engage in real conversations creates opportunities for bonding and camaraderie. These personal connections enhance collaboration, encourage open dialogue, and foster a sense of teamwork. Plus, sharing a cup of coffee beats email attachments any day!

The auto industry comprises numerous departments, each with its own goals and challenges. Interdepartmental communication is crucial for aligning objectives and streamlining processes. By stepping away from our screens and engaging in real conversations, we bridge the gaps between departments and break down silos. Even a short conversation can uncover insights, spark innovation, and create a unified vision of success.

When faced with complex challenges, auto requires swift and effective problem-solving. While email threads can drag on, a quick phone call or face-to-face meeting can help resolve issues in real time. Brainstorming sessions, where ideas are freely exchanged, can lead to breakthroughs that propel projects forward. And let's not forget the power of a good old-fashioned whiteboard session to rev up the creative engines!

In closing, in an industry where speed and precision are paramount, it's important to remember that effective communication must go beyond emails and texts. Embracing face time—whether through in-person meetings, phone calls, or, well, FaceTime—can transform interdepartmental relationships and supercharge collaboration. The automotive industry thrives on personal connections, and the benefits of stepping away from screens to engage with colleagues cannot be understated.

So, let's ignite our communication engines, schedule those meetings, and make those calls. Let's bring back the laughter, camaraderie, and human touch that make the automotive industry a vibrant and exciting place to work. After all, in a world of machines and AI, it's the people who drive us forward.

Reach out to me if you want to learn how DrivingSales Human Capital Management (HCM) can help your team improve communication and increase productivity. Safe travels and happy collaborating!

You’re a sharp-witted salesperson, making your way through the fiercely competitive automotive market. You're confident in your ability to sell, but how can you ensure potential customers take notice of your pitch? Look no further: personalized videos is the NOS hiding in your trunk. In this article, we'll explore the undeniable charm of personalized videos and how they'll transform you into the salesperson every customer is eager to buy from.

First things first, think about how you like to be communicated with – personalized, right? If you were buying a house, you wouldn't want to work with a realtor that has to constantly be reminded of your name or fakes it by always calling you “buddy” or “pal.” No, you want someone to know your name and your interests. The same goes for your customers! Sending them a personalized video not only shows them you care, but also helps you stand out in a sea of generic sales pitches.

Now let's talk trust. Your customers want to know they're in good hands. By appearing in a personalized video, you're showing your face, hopefully sharing your knowledge, but most importantly, proving to your customers that you're a real, approachable person. They'll feel like they already know you, making it that much easier to establish a genuine connection that will help lead to a sale.

Personalized videos are also an excellent way to convey information effectively. Instead of forcing customers to read a lengthy email about vehicle specs, why not show them a quick, informative video where you demonstrate the car's features in action? Your customers will be engaged and will retain the information better than if they'd read it in an email. 

Time is money, and you might be thinking that making personalized videos for each prospect will consume all your precious selling time. Fear not, dear salespeople! With a little practice, you'll find that a concise, informative video can save you time and resources compared to typing out lengthy emails or making multiple phone calls. Plus, your videos can easily be repurposed for your social media or dealership's website, maximizing your return on investment. No more chicken-peck keyboard banging for you!

And finally, let's talk about the ultimate goal: closing deals. Imagine if every customer that walked into your dealership felt like they already knew you, trusted you, and were excited to buy a car from you. That's the power of personalized videos. Your commitment to exceptional customer service will resonate with potential buyers, leading to more closed deals and satisfied customers.

So, fellow car salespeople, the time has come to embrace the power of personalized videos. Show off your friendly demeanor, your extensive vehicle knowledge, and keep the content light and witty. By incorporating personalized video content into your sales strategy, you'll become the go-to salesperson for potential car buyers, and your sales will soar. Happy selling, y’all!

"Success consists of going from failure to failure without loss of enthusiasm." - Winston Churchill

As the new year approaches, many of us are thinking about ways to improve and grow in our personal and professional lives. One effective way to do this is by setting goals and working towards them. But it’s also important to remember that it’s okay to fall off track. The most important thing is that we pick up where we left off and continue to work towards our goal. Don’t let one, two, or even ten stumbles stop you from achieving your vision of success. 

So, how can we engage with our employees to help them set and achieve their goals in the new year? Here are a few tips:

1. Encourage open communication: Create a culture of open communication in your workplace. Encourage your team to write their goals and aspirations down and share them with their colleagues. This can help create a sense of support and accountability, as well as give you a better understanding of what your team is working towards. 
2. Help employees set SMART goals: SMART goals are Specific, Measurable, Attainable, Relevant, and Time-bound. Work with your team to set SMART goals that align with their personal values and career aspirations. This will help them stay motivated and focused as they work towards their goals. Don’t just focus on the job - focus on the person. Positive personal growth will almost certainly improve job performance. This will also show employees that you care about more than just their work contributions, strengthening your relationship.
3. Break your goals down: Often, goals are set that require numerous smaller tasks to be completed in order to achieve success. Look for opportunities to break your goals into smaller tasks to help you stay on track. Help show that small triumphs can be found in the ingredients, not just the final result. 
4. Offer support and resources: Provide your team with the resources and support they need to monitor and achieve their goals. This could include training, mentorship, or access to specific tools, equipment, or software. Monitoring the progress of your goals helps you stay on track. And smaller, incremental updates will help show continual progress and reduce anxiety.
5. Encourage a growth mindset: Encourage a growth mindset in your workplace. This means encouraging your employees to embrace challenges and see them as opportunities for growth, rather than setbacks.
6. Celebrate progress and achievements: Don’t forget to celebrate your employees’ progress and achievements along the way. This can help keep them motivated and engaged in their work. Not every employee needs the same type of support or recognition. Use the knowledge you have of your team to celebrate them in the way that will best encourage continued progress.
7. No Employee Left Behind: We often concentrate on the team members with the most room for improvement. While this may seem like the best approach, in today’s hyper-competitive job market, we must insure every employee knows we are committed to their personal growth and development. That being said, DO NOT FORGET YOURSELF! We can get so busy helping those around us that we forget to create, monitor, and share our goals with our team. 

It’s important to remember that goal-setting is not a one-time event. It’s an ongoing process that requires ongoing effort and commitment. It’s okay if we fall off track or face setbacks – the most important thing is to get back on track and keep working towards our goals.

So, as the new year approaches, take some time to engage with your employees and help them set and achieve their goals. Encourage open communication, offer support and resources, and celebrate progress and achievements along the way. And remember to cut yourself (and your employees) a break if you fall off track – the most important thing is to get back up and keep working towards your goals!

If you don’t have anyone to discuss your goals with or help hold you accountable, feel free to reach out to me directly and I would be honored to take part in your process. It would be great for me too. I’m always open to external support to help me stay on track!

Starting a new career can be an exciting and intimidating prospect. It's an opportunity to pursue your passions and build a fulfilling professional life, but it can also involve a lot of uncertainty and hard work. If you're considering starting the new career off with a new career, why not consider looking into the automotive industry. Don’t let any preconceptions you may have slow you down. Let me explain why it can be an emotionally rewarding and profitable choice.

Automotive dealerships offer a wide range of career opportunities, from sales and marketing to service and repair. No matter what your interests or skillset, there's likely a role that will be a good fit for you. Here are a few reasons why an exciting, profitable career with an automotive dealership could be a great fit for you:

1. The automotive industry is constantly evolving.

Technology is changing the way we drive and the way vehicles are made, and this means that there is always something new to learn in automotive. Whether you're interested in electric or hybrid vehicles, advanced safety features, or exciting new car designs, you'll have the chance to stay up-to-date with the latest automotive developments. This helps keep your job interesting and helps you stay competitive in the job market.

1. You'll have the opportunity to work with a wide range of people.

Automotive dealerships are often busy, bustling places, and this means you'll have the chance to interact with a diverse group of people every day. From customers and coworkers to vendors and partners, you'll have the opportunity to build relationships and communicate effectively with a variety of people. This is a great way to build your communication skills and learn to work well with others.

1. You'll be able to build a successful career.

The auto industry is a great place to build a rewarding career. With the right training and experience, you can advance through the ranks and take on leadership roles within any dealership. Many dealers and manufacturers also offer ongoing training and development programs to help their employees grow and succeed. Plus, the last few years have proven that the automotive industry is a large and stable industry with plenty of opportunities for growth and advancement.

1. You'll have the opportunity to work with cutting-edge technology.

The automotive industry is always on the cutting edge of technology, and this means that you'll have the chance to work with some of the most advanced tools and equipment in the world. From diagnostic equipment to specialized tools and software, you'll have the chance to learn and use the latest technologies to help you excel in your career.

1. You'll be able to make a positive impact!

When you work at an automotive dealership, you'll be helping people every day. Whether you're selling a new car to a first-time buyer or helping a customer get their car repaired, you'll be making a positive impact on people's lives. This can be a fulfilling and rewarding aspect of your job, and it can help you feel like you're making a difference in the world. In addition, automotive dealerships are often some of the most philanthropic organizations in local communities. 

Overall, starting a new career at an automotive dealership can be a great choice for people who are looking for an exciting, profitable, and meaningful career. Whether you're passionate about cars, technology, or helping people, this could be the perfect fit for you. So if you're ready to start the new year with a new career, consider exploring the many opportunities available in the automotive industry.

Let me know your thoughts in the comments section below. I would love to hear from you.