Blog

Ok the month is pretty much over now and I wanted to reach out to everbody in regard to the amazing transformation that we have went through here in our E-Commerce Dept.  As a E-Commerce Director I've learned that there are many things that the director needs to be doing on a daily basis.

1. Making phone calls with the coordinators!!  Have you heard of the saying "Lead by example."  Before I would barely make phone calls during the day; NOW I'm right in the middle of combat banging out calls also!!  My goal every day is at least 50 calls and most days I'm making 60-80 calls with my team.  Productivity has increased drastically and the team has much more respect for me now that they see that I don't mind getting my hands dirty. 
2. T.O.  Every time that a valued internet customer says that they want to wait to make a purchase or they are no longer in the market etc; I want to talk with the customer.  The goal of this strategy is not to micromanage but to give the consumer options that the coordinator may not know existed.  Being that I sold cars for five years I have learned that many customers want us to educate them on the best way to buy a car.  For example a customer leaves the dealership that didn't purchase a vehicle I'm going to call that customer and thank them for coming in and when the right time presents itself ask the customer why he/she didn't buy.  I've been told "I don't have the money for the down payment" WHAT!!  "Mr/Ms customer if I can get this deal to fit into your budget with no money down can we earn your business?"  I have had customers respond with "Absolutely."

I truly believe that a dealership with a strong E-Commerce Dept and equally relevant EVERYBODY at the dealership supports the E-Commerce Dept there will not be a dealer in town that would ever be able to compete.