Veronica Dunford shares her advice to women who are considering entering the auto industry in this video blog.

"There are two ways of meeting difficulties: you alter the difficulties; or you alter yourself to meet them," ~Writer, Phyllis Bottome.

For those of you that know me, or if you have followed my blogs for a while, you probably know that customer service is a passion of mine. I genuinely believe that if you are servicing others, you should strive to be the best company in the world. As well as want to give the best customer experience and personal support. Why? Because, ideally, you should genuinely care… That should be the culture of a company and what makes it great.

Many vendors and dealers in our industry strive for this. However, it can get hard in times of growth and uncertainty. Growth can be hard – but at the same time, growth is exciting! The challenge in times of growth is to never lose sight of your core mission, your promise of excellent customer service one client at a time.

When expansion becomes the new norm, it is easy to become focused on the “fix what’s broken right now!” Letting other things sit while the fire settles to a smolder, only paying attention again if it sparks. 

I love the quote at the start of this blog, it is probably an attitude we can all learn from. I am sure we are all guilty of getting caught up in reactionary behavior… reacting to the phone calls, the lists, the emails. All the while, missing the bigger picture. Granted, some issues are beyond our control. However, our client's and our customer’s frustrations shouldn’t be. We should not be in a constant state of "Hair on Fire!" response when those calls come in… and we all know which calls those are.

What your customers care most about is feeling important, being communicated with, feeling as they did when you were courting them to win their business… making them think they are valuable to you. You need to remind them every day why they were happy to do business with you and why they chose you. Why you were the best thing ever – and that you still are! 

I find it helps to take a moment before going about the rest of your day to see if you have tasks that have gone untouched. Things that should have been handled and were not. Or that should be updated -- or could just use a little attention. While you are at it, it may be worth checking on some of those older tasks you may have lingering and/or check in on a customer or prospect that you have not spoken to in a while. Remember, a little goodwill goes a long way.

We all get busy with the right now and the next client or customer. Just remember that you would not have that next customer if it were not for the ones you already have.

This is my third and final blog in the series about what to look for when choosing a DMS.

In this final part of the series, I cover three more areas to consider when investigating what should be a long-term relationship.

1. Evaluate for the Future – When it comes to choosing a new DMS provider, many dealers evaluate for the very near term. It is wiser to look at a return for the next ten years or more.

Have you ever purchased a desktop or laptop and, within 6 months or less, found it to be somewhat outdated? This is a frequent occurrence with technology. When considering a software service that will be the backbone of your business, you can not just look at what it can do NOW. You should also investigate how it can grow with your dealership and keep up with the future.

Sure, in today’s market, contracts tend to be short-lived. This can be enticing for those dealers grown weary from decades-long contracts with their DMS. Therefore, it pays to evaluate the history of a DMS and seek a provider with a track record of improving their product. Look at how the DMS provider addresses new features and enhancement requests. Most importantly, take a good look at whether they provide for new feature sets.

For example, certain DMS providers “fix” a particular version of their platform and begin working on the next generation. While other providers continuously improve their existing platform. There is no sure answer other than the fact that technologies advance each year at a greater pace. Choose a partner you feel will best meet your needs for the next 10 years – not necessarily the length of your contract.

2. Evaluate the Technology – Researching the technical aspects of a DMS is one of the most challenging things to do -- but is very important. The software platform on which the DMS is built; the underlying operating system; and its servers; play a significant role in how flexible and accommodating it can actually be, compared to how much it wants to or claims to be. This can be difficult to research given the technical nature behind the tools used to develop the software. But it is an essential part of the selection process.

For example, if a DMS is built using proprietary tools and utilizes several databases to operate, the system will be inherently less flexible. It will also be challenging to develop streamlined, user-friendly processes. Also, it will be much harder for the DMS provider to integrate new technologies that appear on the scene. This could prevent your dealership from adopting new technologies that can help you sell more cars.

3. Evaluate the Training – Every department in a dealership requires the assistance of the DMS. From sales to inventory management, to service, to parts, to the business office, a DMS is essential in the efficient operation of the dealership. Therefore, training on the DMS platform is vital to its success. With the high turnover rates dealerships typically endure, training costs are real and can add up.

The DMS should be intuitive in its use and provide a natural flow to support your dealership’s desired processes. Consistency with various functionalities, work-flows, and the general feel of the DMS can help shorten the training cycle and increase utilization. So be sure to study these attributes because they are essential to ensure you get the best ROI from your DMS investment.

Most dealers know that switching to a new DMS provider can be an arduous process. By asking the right questions while making that decision, I hope that you can minimize failure and make decisions which lead to the ultimate match made in heaven.

To your success!

This is my second blog in a series about what to look for when choosing a Dealer Management System.

In my first blog article, I talked about how to start evaluating the right DMS for your dealership. This blog is a continuation of that topic. A DMS is like a marriage, and the heart and soul of your dealership. Choosing to switch your DMS should not be done lightly. In fact, it’s probably the one piece of technology that your dealership should be the most critical about in the selection process.

In this blog, I share three more things you should look for when considering a new DMS. These features are vital to the success of this significant technology change and your dealership’s efficient operations.

The three things are as follows:

1.Can it be Customized? – Every dealership is different, with unique needs. A DMS must be able to grow with your dealership and have the ability to customize functionality to your dealership’s needs.

When choosing a DMS, ask if they are willing to make modifications and add new features per your dealership’s unique requests, or do they merely have a generic template which is unchangeable and forced on all clients. Sometimes, you don’t know exactly what you need from a DMS provider until you get into a situation and discover that you need it your way, not theirs. A DMS provider should have a company culture that is based around a genuine desire to serve you best and to modify the product to the needs of its clients.

On the other side of the coin, certain providers treat the DMS as a 'commodity,' basically a fixed product that does certain things well. If that is all you are looking for, it might be worth the reduced price-point this type of DMS generally carries.

2. Does it Compliment your Business? – DMS providers are businesses with their own goals and agendas. It's essential that these goals and objectives align with your dealership. As I mentioned previously, the relationship between a provider and a dealer is similar to a marriage. It will be (or should be) very close and tight, even at that first point when the two don’t yet know each other very well.

To get to know the provider, you should evaluate the ownership structure, talk to staff members, get an idea of the corporate culture, as well as their purpose and value statement.

I am talking about more than just reading their articles or marketing material. Dig in and really get to know them. And, in return, your DMS provider should want to get to know your business to ensure they are aligned and can provide the level of service you expect.

Once you have identified the right DMS with a business model and culture that best compliments your dealership, analyze your internal dealership management staff to ensure you have buy-in. Without complete internal buy-in for new technology adoption, it is doomed to fail.

3. What are its Core Features/Enterprise Functionality? – Most DMSs have the basics covered regarding operating a dealership. How DMS providers implement core features differs significantly. 

A DMS, at its basic level, must be able to operate your business efficiently. When selecting a DMS, do not gloss over the little things such as how accounts payables work, whether the chart of accounts allows flexibility to make changes or if it supports dual control, or how the auto features work between operations and accounting, etc.

Also, many dealer groups require a more enterprise-centric view of their business. They need flexibility when it comes to centralizing operations, managing multiple companies, franchises, rooftops, etc.

Dealer groups should evaluate how the DMS provider supports them on an enterprise level. Available solutions in the marketplace vary greatly, and choosing one that best fits your company’s needs is vital. If you select a DMS which lacks enterprise features that smoothly interact and report on a group level, you could quickly end up having to log into multiple accounts. No one wants to be forced to collate numbers manually to get an overview of how the group is performing The DMS must have robust features that provide your staff with tools that will enable them to conduct business efficiently on a group level. 

There are many things to consider when choosing the right DMS provider. These three best practices should help when deciding whether or not to get married. I hope that you have a long-term healthy and happy relationship. No one wants a failed marriage and to have to repeat the process again in the future.

Avoid a divorce. Stay tuned for more advice in part 3 of this series!

Company is adding resources, upgrading account management team & boosting its professional services team with top client specialists

Mason City Iowa, June 26, 2019 -- DealerBuilt, a proven enterprise Dealer Management System (DMS) for automobile dealers nationwide, today announced that it is adding resources and upgrading its account management team and has promoted Kathy Henderson to National Accounts Director. In her role, Henderson manages a team of account managers dedicated to helping customers take full advantage of DealerBuilt’s products and services. She is also responsible for the company’s continued high client retention, providing confidence that every client has representation and a channel to communicate how DealerBuilt can best continue to meet their needs.

Commenting on Henderson’s promotion DealerBuilt Executive Vice President Veronica Dunford stated, "Kathy is an ideal client advocate. As an account manager, she demonstrated strong leadership and is known as a trusted partner to her clients. They often state that a big part of their success comes from knowing they have excellent representation with Kathy. At DealerBuilt, we preach that everyone in the company aids in the success of our clients. Customer satisfaction should be at the forefront of everyone's mind, regardless of their position. As our National Accounts Director, it will be incumbent upon Kathy to ensure thought leadership centers around our goal of 100% customer satisfaction, and that our clients have the level of support, communication, and commitment they expect from DealerBuilt."

Henderson heads up a team of highly trained account managers with in-depth product knowledge who create business relationships with dealer principals, general managers, and all levels of dealership management through virtual and face-to-face client site visits.

DealerBuilt was formed in 2008 to bring to market an enterprise DMS providing automobile dealer and dealer groups a viable alternative to the traditional market offerings. Over the years, it has seen increased demand for its more modern, scalable platform with an emphasis on being a dealer advocate for new and innovative services in the DMS space. DealerBuilt now provides hundreds of dealers with a DMS that empowers their staff to build processes best for them, encompassing a system centered around their customers.

“During times of growth, client satisfaction can often take a back seat to new installations and the growing pains this sometimes brings. The National Account Manager position was created to ensure we always place the correct emphasis on direct client interaction. It is my passion to educate clients on DealerBuilt's offerings and to boost their success by ensuring our internal processes exceed client expectations. I feel privileged to head up this team," Henderson stated.

About DealerBuilt:

DealerBuilt is a premier provider of Dealer Management Systems for retail automobile dealerships. DealerBuilt's integrated LightYear DMS has proven to be an effective solution for the operation of successful Dealers and Dealership groups of all sizes nationwide. DealerBuilt, located in Mason City, IA, and Grapevine, TX, has enjoyed steady growth as automobile Dealers seek additional choices to manage their dealer operations. For more information about DealerBuilt, call or visit (888) 808-0733 / https://dealerbuilt.com/

EVP Business Development for DealerBuilt, Veronica Dunford, shares her thoughts about women in the auto Industry in this video blog.

Dealers are regularly approached by vendors selling their wares. Not only is it challenging to know what will be a valuable asset for your particular dealership, but it can also sometimes be downright confusing!

Of all of the various software and data services available to dealerships, none is more essential than your Dealer-Management System. Take a minute and think of all the technology a dealership adopts as if it were a human body. Well, in this analogy, the DMS is the brain that runs the whole operation. Choosing one that is the right fit can be incredibly difficult. And, shiny objects can easily seduce a dealership into selecting a DMS that isn’t the right fit.

So, how do you choose which one is right for your particular dealership?

This blog is the first in a 3-part series where I plan to share the research a dealership should do, the questions you should ask and what in particular you should look at when vetting each of the dealer management systems available. I hope that this can help you find the right partner. Yes, I am a DMS vendor. But it is also my passion to share my experience to help others. And, as I have been in this particular field for many years, I hope my observations are helpful!

To start with:

1)   Choose the right business partner:

First and foremost, you want to look for a partner, not merely a technology vendor. Look for complementary skills, similar values, and like-minded goals. I am sure you value your customers, so likewise, look for a dealer management system provider that values its dealer customer – you.

Similarly, I am sure you strive for an excellent customer experience. So, seek a provider that strives for the same great experience for its dealer client, and that demonstrates mutual respect through their customer service. Also, ensure that their software and data services are a good fit for your dealership. Not all technology is created equal so, if you feel that something is lacking in their technology; or that they lack innovation and that your dealership can create better ways to operate without them; then your focus should be on choosing a business partner that is an extension of the technology staff at your dealership.

2)   Ensure they can Integrate with your key vendors:

An incredibly important thing to consider when choosing a DMS is integration. There is nothing more frustrating than encountering friction and problems in integration with other key vendors.

No dealer wants to feel handcuffed by any technology provider. To ensure flexibility with any of your other third-party software and data services, chose DMS providers that do not limit integration. Some providers restrict access to new technologies through high fees, or they limit your functionality. For example, several third-party services provide a mobile write-up solution, yet many DMS providers limit your ability to use some of these tools to create ROs. Look for a partner that excels at providing secure, real-time, and unfettered integration to any third-party your dealership wishes to use, both now and in the future.

3)   Evaluate Security:

Cyber threats are increasingly common as hackers penetrate systems containing sensitive personal customer information. Any DMS provider you choose must be prepared to deal with threats and should provide your dealership with continuous improvements when it comes to data access and security from external threats.

Another thing to consider is the two types of data platforms utilized by DMS providers: hosted (in the cloud) and on the premises in the dealership.

If you are considering a hosted service, be sure to evaluate where the data center resides, whether it meets current certification and data security standards, what their backup and recovery procedures are and how often all are reviewed for vulnerabilities.

On the other hand, if you are considering a DMS that is based on your premises, your dealership maintains a bit more control. It is crucial to evaluate your own internal controls, procedures, and who has access to this data. 

A DMS provider can, however, play a significant role in providing best practices and training your staff in ways to secure your data from unwanted and unauthorized access as well as provide advice and guidance to management on what internal safeguards should be put into place.

Summary

These are just three best-practice suggestions your dealership can use when considering a DMS provider. I hope you find them helpful! Stay tuned for the next part in this 3-part series.

We have all heard of the ABCs of Sales (Always Be Closing), but I would like to turn that around to Customer Service – Always Be Considerate!

If you put yourself in your customer’s shoes and Consider where they are coming from, what are their pain points, what can you do to help… you will be a hero!  Not to say that you will always have the answer or a fix for whatever is troubling them right away, but let's face it, often times our clients have a hard time expressing what it is that will satisfy them when they are frustrated.  Clients may not need something urgently, they may merely want to feel as if they are heard, are valued, that they are not forgotten about.

As for the rest of the alphabet;

Be Dependable

Practice great work Ethic

Forgive your clients when they lash out

Be Generous with your time

Be as Helpful as possible

Rely on your Instincts

Don’t always try to Justify mistakes

Always be Kind

Listen to your clients

Be a Master of your craft

Don’t be Negative

Be Open to new ideas & approaches

Provide excellent customer service

Ask Questions

Be Responsive

Keep things Simple

Try your best

Understand the product you are supporting

Be the Voice of the customer

Welcome feedback

Have a hobby, like playing the Xylophone (just seeing if you are paying attention)

Be Yourself, your customer will know if you are a fake

Don’t be a Zombie, your clients will know when you are just going through the motions

It’s not my fault – but it IS my responsibility to fix it! This attitude has served me very well in my career.

All too often we get wrapped up in the finger pointing when in reality all the customer cares about is "Who's going to fix my problem?"

Once we can eliminate the blame game, we can identify the underlying issues and work towards a resolution. If you enjoy your job or love what you do, then you are in charge of your future. You are the only one that can fire you! When you can finally embrace this, you will indeed be a valuable asset to any place you chose to work.

Let’s be clear here, however. Owning your future should NOT be confused with cockiness or feeling that you are untouchable. It is all about giving the perception that you care about your clients and will do whatever it takes to ensure they are happy and satisfied.

Don't be on the defense, take control and be the solution your clients look for.

No technology is perfect. However, once you take responsibility, instead of blaming others, you will find that your company and your clients will become your champion. They will want you to succeed just as much as you want them to.

When you fall prey to the idea that someone always has to be at fault (i.e., the "blame game”), you are never fully vested in finding a solution for your clients, but instead simply trying to convince them that you aren't at fault. And you know what? It doesn’t matter whose fault it is. The only thing that matters is that the problem gets solved.

Set an example and provide the type of service your customers need and look to you for. I promise you that in the long run, you will be happy, your clients will be satisfied, and your company will thank you for it.

While sitting here thinking about what to write for my next blog, I was taken back in time to a wonderful visit to a quaint little resort near Ocho Rios in Jamaica. Blissfully relaxing, looking at the sunset over the ocean, I recognized how blessed I am.

This was unlike any other trip. The entire resort was taken over by automotive industry professionals; an eclectic mixture of both vendors and dealership employees. Why was I feeling blessed? Because this group included me. It’s one thing to “wine and dine” clients, and quite another to be included as part of the auto industry’s family. As the sun set over the ocean, what made this particular moment with automotive industry people so special?

Relationships!

Being in this industry, one thing I have always prided myself for is that I ensure I know each and every one of my dealership clients on a much deeper level than where my paycheck comes from. My clients are so much more than a transaction. For many vendors, dealership clients are simply reoccurring income or an invoice to the employer whom they happen to work for.

I have always followed the philosophy that my clients are like family. I genuinely believe this is a much better way to do business. Just like my personal family, I know clients’ birthdays, anniversaries, often their spouses and children’s names, etc. I don’t do this because I think it will bring me more income, I do this because I care. I care not only about them on a personal level, I care about the success of their businesses. And, because of that, dealer clients – and even dealers who aren’t clients – consider me a friend.

Treating people as if you are an integral part of their success, sincerely doing whatever you can to help them achieve it, is the quintessential definition of a friend. I honestly want to get to know people, and if I believe my service can help them, I will tell them how. If they choose not to go with my company or me, we are still friends.

Sadly, our industry is one that can best be described as a revolving door. At each conference I attend I meet friendly faces who, sometimes to my surprise, have switched jobs to a different company. If I’m surprised, you can only imagine how their now ex-clients feel.

The simple fact is that people prefer to do business with people they like and feel they can trust. However, with this revolving door in our industry, sometimes relationships die before they ever have a chance to flourish. Dealers don’t want just another vendor coming into their dealerships spouting promises of ROI and increased sales. That’s what everyone does. What they want is someone that cares about them and their business… and they can tell the difference in the same way anyone in the world can tell if they are merely getting a sales pitch, rather than real help and support.

In this industry, relationships not only dictate whether a dealer trusts a vendor, but also whether they thrive under that vendor. Will that vendor embrace them and help them figure out this giant puzzle of services that many, frankly, don’t have time to put together and understand?

It is similar to the relationship between a dealership and a car buyer. Both require effort. Both require interest, and in the end, both require caring about the needs of the other and being truly honest in your communication.

At the point when those relationships are built, trust is established. Those co-workers, peers, customers and soon-to-be customers, will become the one thing that is stronger than a contract: Family.

I am certainly proud to be a part of my automotive family!