We use reply.io to schedule our follow ups. They have a wonderful blog post with super useful email follow up tips.
The industry is pushed by disruptors (money hungry entrepreneurs) who are not the typical car people we know of. I've never had anyone tell me, 25 years now, they want to buy a car online. Never. I have fielded 250,000 leads. Not one!!! Yet those vendors shove that down our face. It's regurgitated. That idea will never work, until the customers are actually demanding it, and they are NOT. Show me a study. I'll conduct a counter study and show it's a bunch of beeswax.
The only vendors I have seen that offer this service is quite costly. The other issue we face is not all of those customers know they submitted a lead with our dealership. Wherein, more often than not when they go to an OEM site, their information could be sent to as many as 16 dealerships! So they have no intentions of answering your email or phone call. That and more than half of their emails/phone numbers are out of service.
@Amanda, that makes perfect sense. There are some dealers who have onsight trainers, which is what a large dealer needs. Heck, even the smaller dealers need training too or at least a program that is relevant.
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@Chris, that brings up a good point. The new hire then does not know who to go to and it can lead them into confiding with the wrong set of people. Making it harder for them to work with their direct manager. The other issue I have is that more often than not the sales managers blatantly disregard training - in front of the new hire - complaining about having to deal with it. Now imagine how that new hire feels as they are shoved off with joe blow the 10 car sales guy. Is that who we want training our new hires?
@R.J. I like that line! It never ceases to amaze me that they base the promotion on their simply being great at their job. Bottom line is that not everyone is cut out to be a manager.
@Jason, that is a great point. The GM's & Owners just *expect* it all to fall into place. And agreed, they become glued to their tower desk chair. Rarely getting involved in the day to day tasks. I mean when is the last time a GSM or Sales Manager picked up the phone to help make phone calls?
This was a solid interview. I think Dale has a pretty accurate vision of the future of the car industry. I'm not sure Amazon will be a major player in a subscription model only because their model is to undercut all other competitive pricing structures online. With all of the layers of infrastructure needed for the subscription model to be profitable and affordable to the end user, I think an objective feasibility study may be dissuasive to Amazon in the long run - unless they buyout a huge rental car operation. I think subscription models will best be executed using a network of dealers, intermingling brands, and offering a variety of packages/flavors. Say, I want the luxury package, the economy package, the SUV package so on and so forth. When all is said and done, it's still similar to the car rental business right? Subscribe or rent, it's just a variation of a theme. It's actually a great way to utilize off-lease vehicles that are still in tip top shape, and at a premium.