There are many schools of thought as to how an internet sales department or even a BDC should be setup. In fact, similar ways of thinking apply to managing the success of a whole dealership. After years of attending conferences, seminars, working in dealerships and consulting dealerships I have learned something that is still being misunderstood. What is being misunderstood?
The fact that managing a process or even a department is a science. It is true that we cannot learn in school about how to build and manage a car dealership. In fact, after working with some high level executive managers I learned the difference between what it takes to be an average performer versus an above average performer (superstar). The difference is all about who is willing to push the boundary further. Dealers, General Managers, Sales Managers, Service/Parts, and Internet/BDC Managers need to ask themselves the following questions:
1. Are you working hands on with your people?
2. Are you providing on the job training to mentor your people through best practices? If you are, is it becoming a natural habit?
3. Are you leading by example? Do you expect your people to do everything that you are willing to do?
4. Do you micro manage your CRM?
5. Do you give your vendors a difficult time in order to achieve the success that you need from them?
These are five very important questions. It is important to strategize for the future success that is currently being built. There are many obstacles that come everyday that range from lack of traffic, lack of training, technology glitches, team members state of mind not being in the game, etc...
Once these things are understood, get prepared to tackle everything that gets in the way. Learn from the best dealers in the country on best practices even if they are not in the your market. There is a reason why some stores are selling 500 units per month and the average dealer is only doing 80-100. Mystery shop your competition especially if they are outperforming your dealership. Always, always, always be prepared to make adequate strategy changes because what has worked 30 years ago will not work completely the same way today.