January 23^th, 2012

Dealer Dimensions is proud to announce the addition of Timmy D. James as Executive Vice President and Chief Sales Officer.

Tim is a dynamic leader in the automotive vertical with over 20 years of experience establishing and growing market presence, goal setting, team building, motivating, and establishing strategic partnerships. He most recently worked as Director of Sales at Homenet Automotive where his visionary sales strategies produced one of the fastest growing companies in the history of the Automotive Industry. 

In addition, Tim has been a guest presenter and featured writer at several automotive industry conferences and publications.  The most recent being the “11^th Digital Dealer Conference & Exposition”. 

As part of the Dealer Dimensions executive team Tim will be a key component in our efforts to deliver the best service and products possible to our clients and potential prospects.  Tim will lead the sales team as well as our affiliate base which bring a focused effort on expanding Dealer Dimensions customer base.

“Tim is hands down one of the automotive industry’s most respected professionals,” said Dealer Dimensions CEO, Kim Clouse.  “He will make an immediate positive impact on our dealers and services.”   Chris Chatterton, Dealer Dimensions COO had this to say, “It’s not often that you get to work with a true expert that you know will change the industry, which is why we are so excited about Tim joining our team.”

About Dealer Dimensions Dealer Dimensions is a privately held company with offices in Jasper, Alabama, Dallas, Texas and Des Moines, Iowa.  Dealer Dimensions provides the automotive industry a comprehensive range of applications and services which include websites, social media marketing, CRM, video production/syndication, and mobile merchandising applications.  Dealer Dimensions executive team consists of Kim Clouse, CEO, Robert Gaut, CTO, Timmy D James, CSO, and Chris Chatterton, COO, with over sixty years of combined experience in the automotive vertical. For more information, visit the company’s website at http://www.dealerdimensions.com/

Media Contact Information
Kim Clouse 205.265.1885

Quite a few years ago, I remember working in my secluded office at the local Toyota dealership. I had chosen that office specifically because it had a private entrance and was once the “alternative finance office”. At that time in e-commerce it was the best place to control the entrance of the internet shoppers because we felt that they had to be handled differently and we were right. I know lots of you out there remember different articles and posts on the early blogosphere about it. Some of them were funny, some terrible, most were really good because the guys writing them were selling cars. We shared what worked and what didn’t because it was a new frontier and you did not want to be the outcast.
For those of you who aren’t as old as some if us, we had a word track to keep customers away from the showroom before you greeted them. Mine was, “Remember to pull in on the service entrance side when you arrive. If I am not waiting for you, walk to the service desk and say I need to see Kim”. That way, they would avoid being mugged by the vulture crew on the floor. And believe me, there was no limit to what I would do for those service writers. Lunch, keep their computers clean, whatever. As long as they pointed at the door right behind them, they had me in their corner. This was part of our early internet training because there were no internet departments yet, just guys who knew how to follow up and wanted to be part of what we thought was inevitable. Then there were those who were the only ones that could work with windows, and they were told to “just handle it”. We got paid for selling cars and just like most everybody else, straight commission. The early days were bad for a lot of great sales people because once the growth started and personal computers became more popular for the entire dealership, they had to deal with all the problems. Remember no pay plans, only commission, and now their workload was increasing. Since they depended on leads and repeat or referral business their pay was decreasing because they were changing ink cartridges or chasing network cable for vendors. I wonder how many truly awesome sales professionals departed automotive because of it.

Early on, if a person had a computer and sent a request it was platinum. Computers cost 3-5k and only people with money or credit owned one. There were very few e-mail providers so you knew if it was a company address to ask permission before you just called. We learned early on the importance of what we now call lead deconstruction.
There have been several different thoughts on this but if a request said e-mail only I did not call until we answered all of their questions and got permission. A lot of very good trainers have always said “if there is a number, call it.” Would you want a call if you asked for an e-mail response only? What about calling someone at work that is not supposed to be on the computer or phone and they do not answer, but their supervisor does. Oh yeah, we are selling two cars now right? Nope, they got reprimanded and your prospect is gone. Here is where it gets funny, the follow up call keeps showing up on a fancy to do list and you keep calling. The company employs 1000 people and has 200 delivery drivers in 3 surrounding states. They have their vehicles replaced every 24 months and they use your brand. How is your reputation about now? Just calling the number if it is there does not seem like the best decision to me.

This is the sickness that we deal with every day.
Let me say what I truly believe again: Dealers are responsible for their own reputation!
The GM, GSM, F&I, Parts and Service managers are trusted to make sure it is managed by the people who interact with prospects and customers daily. I know a lot of you out there have always taken the necessary steps to train employees and keep training them. Your repeat and referral numbers show it too. However, there are still far too many revolving doors at these stores. One of the 15 year professionals I spoke with the other day said it was like a war zone. He did not even want to know their name until they had been there 6 months. What can this possibly do to help dealer image in the community? How can a reputation management company change this?
They can’t.

I only use the term reputation management because of SEO. If you do not have it in your keywords, all of the people who read about it every day will not see you. They have been convinced that reputation management is a must have process that is new and somehow different. Selling cars is the same thing it has always been. In this age, internet requests are cherry picked because everybody has a computer. They carry them in their hands and since they have been taught to read every single thing they can about automobile purchasing; the reputation management, rating and review statements are read by whom?  It is like we are feeding piranhas for our favorite fishing hole, then throwing them in with our fish. We fish and all we catch after while are those piranhas.

Would you agree what we really need is reputation maintenance? Something that says, “Hey, here is a problem that needs addressed.” Then you let everybody see you acknowledged it. If it was a problem you handle it, make the customer happy, and show that too. It is called an “honest exchange.” The other side of this is useful when the customer is not being truthful or reasonable, show that too. Invite them to engage and be transparent because they have been taught to study automotive before they make a decision. The good thing is showing you make mistakes. It touches human emotion, is realistic, and believable. Dealer Report Cards allows you to do all of this.

There are a lot of opinions about reputation management.
Here is mine: If your dealership is doing the right thing, you are managing your dealers’ reputation and you should be. If not, you need to find another place to work because nobody can change the damage bad habits do to grass roots marketing. If a reputation management company tells you to get rid of dead weight and who it is, I am cool with that. If they are hiding customer remarks online and delaying the response for you to do better, how are they keeping them from talking at the barber, beauty shop, the mall, or when someone asks them; where did you get your new car?
They aren’t.
Then they are stealing your money.

I had a BDC manager tell me the other day” We just tell people to go to Google and write a good review about us.
Who tells them, who is we? The sales people might, but they may make follow up calls too. F&I? When they are tracking 40k and it is the 3^rd week of the month, yeah right. The BDC? If there is a problem, how do you know? Who caused it? What day? Is it fixed? They are trying to develop business by maintaining reputation?

This is what happens: Go to Google at your convenience, and give us a good review please. For 2 weeks every day in an email until it gets dropped. If they have a problem that is when you will get most reviews in this scenario. That is because you follow up and ask “Did you go to Google and review me?”  I think there are customers who will brag about a great experience even without being asked. Which do you think is more likely?  

Why were these rating sites created?  Share your opinion if it is different than “money”.

There is a better way, come find out at www.dealerreportcards.com .
Other great stuff at www.dealerdimensions.com and it will keep coming.

I was surfing the web recently as I often do, searching for car dealer reviews and the other new auto industry buzzwords. I visited a number of different sites and read a few of the reviews for the local car dealers in certain cities and rural areas. Some sites actually had dealer location data I know was over 7 years old front and center.
I decided to check in different regions of the country to see all the differences in what was really out there. Some of the posts, including one from an upset customer of mine, were over 6 years old. I have seen the same post before but I noticed it was titled a bit differently and the information in the source data on it was different again. I realized that I had been away from the dealership sales floor for over 4 years and consulting for other dealers for 3 more years. I had taken screenshots over time because of curiosity. Hey, the customer had every reason to be angry and the sales manager that misled him while I was speaking at Digital Dealer was relieved of duty later. Funny, in speaking with the customer, he informed me that he was so angry; and the only name he could remember was mine. Nobody else ever contacted him to even say thank you, so why would he remember anything good?  Here is the thing though;

It was me who really dropped the ball by relying on others to do my job for me. I remember now, that I was just ready to get out of town so I settled for it. I remember the little voice saying, cover your customers before you go. Anyway, the store still has a review from one of those post at will sites that was not relevant for the last 6 years. There was no moderation and I was never notified that I had been reviewed nor was anyone at the dealership aware of it. One day some time later, a mechanic found it on Google and it changed me forever. That single incident in 16 years was what set my course for dealer training and learning about relationships. Learning more about the consumer - car dealer life cycle, and what most shortens it. After all this time, it is still word of mouth.
The problem with word of mouth now is, it gets frozen in time for everyone to see, forever.

We started building Dealer Report Cards so all of this madness can stop. Dealer Report Cards site is built so that a car dealer and the professional staff can get credit for doing things right and admit when mistakes are made.  They get an opportunity to take ownership of problems as they arise, and if they are wrong, fix them.
They can also explain the situation when the customers  that we all know take advantage and rear their ugly head. Funny how that curve turns down when both sides of the story are presented.
All reviews on Dealer Report Cards.com  are customers verified in the dealership database and have done business there recently. What good is a year old review to a dealer or prospective customer if the employee is no longer there or the customer was having a bad day? None!

If your employee leaves for a different field or they get promoted, had to be terminated to correct unsatisfactory results, car dealers need to watch constantly in case of  reviews out of their control. Do you think it would be helpful if you and all of your department heads were copied on daily customer reviews?
Wouldn’t it be better if your actual customers were invited to review their experience so any problem would be discovered earlier?
You could handle it sooner, have it moderated and be proactive? What? I know reactive right? You would rather find it out in your detailed OEM CSI report wouldn’t you?  (If they were not too mad to do another survey)
Do you think it would also help to have current, more relevant, automatically generated user content available to be indexed ? I think that is what I am reading from all of these SEO Experts and Reputation Managers. I wonder, as search engine logic changes and social media evolves further, if it wouldn’t be better to adapt to both? Social Media experts, (another - created by necessity title) are pondering the demise of SEO. But, what if I want to see something in a full screen?  My handheld is charging, but my great wireless network just will not outperform Wild Blue at the cabin. And another thing I just revealed to you that you did not hear.

REPUTATION MANAGERS.
Yes, that would be reactive to situations that are already bad or problematic and REPUTATION MANAGERS will assist you with crisis control, at a very high price. You would be willing to actually allow someone to select what your reputation should appear like? Shouldn’t you, as a car dealer, insist that your employees follow your lead and show everyone that reputation has been earned and built? Can you do that without good management over time? No, you are already managing your reputation. You need assistance and maintenance after your management.

Listen, Car Dealers!

Use dealerreportcards  for car dealer reviews, proactive automotive reputation management, maintenance and programmable, automated social media. Send your inventory, dealer reviews, and current incentives while staying out of the social conversations and personal streams. Or, jump in and enjoy too! There is no  other solution available that can out perform Dealer Report Cards.  Pricing is available now and we are ready.
Are you?

Visit http://www.dealerreportcards.com and havea look. For more info click on the contact link or call me.

Cheers,

Kim Clouse
Dealer Report Cards
A Dealer Dimensions Company
205-300-8246

Over the last few years, I have been away from writing my usual opinions about processes at car dealers. Of course, we all know that I have been a champion for dealers to practice over the top customer service. It was the topic of several of my speaking engagements at various events and I would like to thank those of you who attended those events to listen to me rant. Several new buzz words have emerged over this time from the flood of new automotive consultants and vendors. I thank them for making my previous points about customer satisfaction and employee retention valid.

It seems the more things change, the necessary adaptation by dealer principals, general managers and fixed operation managers is getting better. We really had no choice; every single entity who listed our inventory, labor time guides, and overall manufacturer information, listed it with everything available they could get their hands on. It was also advertised on those manufacturer sites, social, and every available PPC slot money could buy. There is nothing wrong with that because once the consumer got a sample of how they thought us dirty car dealers and sales people were stealing from them, they starved for it. Thinking about this is what tossed me back into the world of voicing my opinion. Those of you who know me know how much I love sugar coating and snake oil. In a bit of a twist, I decided to land on our customers for a change just this once.

This kills me and we have all heard it; You have other invoices (although it is printed on the sheet they arrived with,) The internet says my car is worth another $2000.00 (we lie if we explain, even though it is like new, we have to inspect it to sell it.) The dealer across town offered me a better deal, on and on. Fine; if the customer does the math for just a mini deal paying sales $200.00 minimum and with the special rates finance gets $200.00 without products. A 10 car month yields the salesperson a whopping $2000.00 plus any bonuses. Wow, we are really taking advantage aren’t we? Sure, there are dealer incentives and management driven spiffs but not enough to raise wages to the next tax bracket for a sales person or perhaps even management. Most people who are complaining about this would never work for the money they are demanding we settle for. That brings me to the title of this post about small changes.

Money motivates people, even small amounts. Just put up a $10.00 spiff for verified appointments that show and see what happens to traffic.
If we work the formula at the dealer principal and general manager level, we can determine how many extra cars we need to sell above our average to offset any amount of payroll increase. If we do this in small increments over time and adjust to the trends we do more than spend money. Our sales go up and overall moral right along with it. Good moral translates to better customer service which translates to more word of mouth and increased sales storewide. More sales, more profit, more money = better moral for everyone involved. On the other side of this coin,  if I am a general sales manager, GM or used car manager there is no way I am sharing my income with the asshats that just wait all day on something. Fire their ass, quit hiring people that can’t type or at least spell check. Make your veteran salespeople train the ones you need to keep to earn the extra cake. If they do not take to the training or the Pro’s do not want to teach, do not give them incentives. Make it mandatory! Process and policy are nothing without consequence, good or bad. They are just more words that pass right through their head.
I feel these small changes will improve the overall status of your store. Then we can display it on Dealer Report Cards.com to prove it.

KC

Learn this, http://revenuegurutraining.articulate-online.com/8685106781
and be pro-active with your dealership reputation.
Or continue to do crisis management and suffer the consequences.

Everybody else wants you to pay attention.

Or you could have a dose of this.

Just what the doctor for car dealers ordered!

An example:
If I want to sell 15 cars I need to talk to 100 people because I know my closing ratio from all sources is 15%.
We all look at these statistics e-mail leads answered in 3 minutes close at ___
Phone calls from a referral close at _____
Service customers usually close _______

And in every single store so far, very few have their closing ratio, their demo’s, their TO’s but we keep throwing out numbers and we believe them. The reason salespeople need to know this and their direct manager needs to do a 1 on 1 with them every month is not because of big brother! Not because they are picking on you.
How can you improve if you do not have any idea where you are? We all need goals and activities to reach them. They have to be real and reachable not pie in the sky, fluff or fictitious. If you can’t swallow this get out of the car business, right now. Do your family and yourself a favor and go.
The best salespeople 15 years ago could tell you this stuff in 10 seconds and they did not have computers.
They tracked by hand, without automation, and I know it was more accurate because they needed it to improve and survive. They did not look at it as a scolding or punishment when they were asked because they had to know. Those that actually worked 8 hours a day were true professionals.

Do we need to know?  Really?  Ask yourself if you actually work just  5 hours a day and be honest now, do you think you could sell two or three more cars a month?
Just a thought.
KC

If you want to succeed pay attention

Kim Clouse has been involved with automotive internet sales and process for over 16 years. He is a charter member of the AAISP, and winner of the Lemons to Lemonade Award given at Digital Dealer. Kim spoke at the 4th Digital Dealer Conference in Orlando, the 5th in Grapevine, Texas in 2008 and the 6th in Las Vegas for 2009. At the 6th Digital Dealer Conference, Clouse moderated in the roundtable discussions for automotive internet sales professionals. Kim Clouse also spoke in the general session at Digital Dealer and spoke in a separate breakout session for auto dealers and internet sales managers from across the United States the same day. Kim is managing owner of I Auto Consultants LLC which recently merged with Level 3 Creative LLC. Together, they will provide new and innovative solutions that will set new standards for truly assisting car dealers. One of these solutions, Dealer Report Cards,™ provides interactive car dealer reviews, ratings and pro-active reputation management. Coupled with the social media management solution Social BDC they will help remove all of the snake oil flowing through dealerships every day. Another product, Webpush™ will change the way we interact with our customers forever. These products have been tested, improved, and tested again to minimize the current ridiculous learning curve or just “trust me” factor that has car dealers falling through what seems to be a never ending dark bottomless pit of confusion.
Kim only works with select strategic alliance professionals who are quantifiable and share the vision of bringing about true change at the dealer level. By assisting automotive professionals with awareness of customer satisfaction levels quickly, problems are addressed in a pro-active metric rather than being reacted to. Think of it as “Daily CSI”
The company’s services also include:
*Dealer needs analysis and assistance with the development and implementation of the correct process
*Assisting in creating successful dealership policy in all departments
*Proper consequence with adherence and implementation practices. Process and policy are nothing without consequence.
*Proactive Car Dealer Reputation Management including hosting customer evaluations and reviews on the Dealer Report Cards platform and all social media.
*The most comprehensive Managed Interactive Social Media Solution available for automotive (personal interaction on demand or in real time.)
*Website design, development and deployment with quantifyable results.
*SEO
*Video syndication with campaigns on demand including video ppc.
*Avocar, making dealer inventory appear alive for commercial broadcast and web applications
*Helping the dealer control cost, increase customer satisfaction and ROI while avoiding the Snake Oil in this industry.
Kim Clouse has been a member of Southeast Toyota Pro’s – Master Level, GM Mark of Excellence for multiple years, Cadillac e-certified and Honda i certified. His training experience is in all GM makes, Honda, VW, Mazda, Toyota, Ford, Nissan and Hyundai. Kim has extensive experience in marketing and advertising as well.
From budget analysis and strategic planning to in studio pre and post production, engineering and mastering.
If you want to succeed pay attention.

Shouldn’t Your Online Reputation Be Accurate?

For the last year I have watched all of the industry blogs, trade magazines and networks describing the best way to manage your reputation. If you Google car dealer reputation management the results are staggering. Pages and pages of different opinions on the appropriate way to make sure all of your good reviews show up. Then, there are the manipulation tricks to cherry pick and post only good reviews and appear in the top spots on search engines.

Uhmm, excuse me, but do we as automotive professionals  actually think that our prospective customers and previous customers are gullible enough to think we are telling the whole story? Especially if they have had problems at a particular car dealership and all that is available is customer testimonials explaining how great that car dealership is; I certainly hope not. Customers and prospects are much more comfortable seeing the bad along with the good and they also want to see what the dealer or the sales person did to fix it the issue.  That is one of the many areas addressed directly by Dealer Report Cards

If your reputation is not important to you and you do not care about customers and prospects, then you need to leave the car business. You are part of the problem that makes us less popular than visiting the dentist. The professionals at automotive dealerships on the pavement and in the service and parts departments deserve to be recognized for their hard work.

They have thick skin and are not afraid to address their mistakes then take the proper steps to correct them. They would rather have the whole story displayed and yes, the customers that are just taking advantage of them need to be exposed as well. We all know they exist and can seriously damage an individual as well as a dealer’s reputation. Wouldn’t it be nice to have someone yell foul on those individuals? Dealer Report Cards will do that too.

The main reason I started this crusade and made the decision to get involved with Dealer Repot Cards is because everybody screams ” help the dealers” and we should. But more importantly, does it makes more sense to provide online tools for these professionals so it’s easier for customers to find them? Without employees and customers car dealers will not exist.

I have firsthand experience with being reviewed by an angry customer and after the dust settled it was funny how I got excellent marks in every category on Toyota’s survey. But after four years my customers’ negative review, where he called me a liar, is still coming up in various web searches fed by the posting on Dealer Rater. When I requested they remove my name from the title and leave the review as it stood I was told they would check into it. Funny, now that I am an owner of a company that competes with them, it is being indexed with changes made to it. Of course, I kept a copy of the original for my records.

Dealer Report Cards assists auto retail professionals, the customers and the dealer by letting the truth shine through. We will do our very best to give you the tools you need to show your good reputation and  automate your social media marketing efforts while allowing you to react with your various streams like you should. We have other features and functionality that you will learn about as we go, but pitching dealers’ snake oil is not part of the plan.

Kim Clouse
Dealer Report Cards.com