Pub 2 2021-2022 Issue 1

Why is it important to be a CFADA member? What makes it beneficial? Really, just considering my statement above, industry challenges make CFADA membership a significant and worthwhile effort. We are all in this together. Are you involved in any civic or charitable organizations? We do support several charitable organizations currently. “One Woman, One Heart” and “Now Matters More” are two that come to mind immediately. These are very worthwhile causes covering real needs in our community. In addition to whatever factory involvement we can generate, we typically donate $25 per vehicle to a local cause of some kind. My staff stays very involved in this area, determining how and who we partner with on an ongoing basis. What’s the secret sauce for you in running a successful dealership? As the dealer, I need to COMMUNICATE the RIGHT VISION, be GOOD NEWS and EXPECT the BEST from people. The last ingredient would probably be “Meet Your New Boss — the CUSTOMER!” meaning we all ultimately answer to the voice of the customer, and we need to continually let that shape our behaviors, processes and approach to the business. In the end, our long-term success is all about our culture. If you look back at your career and life, what would be three things you have learned that you would pass onto a younger member within the auto industry? Stay very in touch with the voice of your customer and continually let your employees know how important the customer experience is to everyone’s success. Believe in your employees, and encourage and compliment them often. Every accomplishment in the dealership goes back to them. Ensure they feel appreciated and always look to catch somebody doing the “right” thing. The car business is a great business. Do your best to remove stress from your employees’ day-to-day jobs and your customers’ in-store experiences. Handling stress is easier said than done, especially on a busy Saturday. Let’s face it: the prospect of visiting a car dealership is stressful to many people. It is 100% up to us as dealers to remove as many pain points as possible for our customers and employees. Along these same lines, do your best to ensure good pay plans. Employee motivation is a positive influencer here. I have often seen that some traditional pay plans in our industry can be counterproductive to creating exceptional customer experiences. What are two things you have learned from past experiences that are helping you navigate now? continued from page 13 14 Pub Yr 2 | Issue 1