Keith Shetterly's Blog (73)

So TIRED of This!


Added by Keith Shetterly on April 3, 2020 at 7:00pm — No Comments

You Pay Ransom on Your OWN Data!

Your DMS Data is held hostage and it hurts your dealership financially EVERY MONTH. And it's been happening for years.

How? First, to be clear, I’m NOT a vendor that has anything to do with your data, though I have been--I don't have my own economics in this dog fight, but I do know how this works against you, is what I mean. I’ve seen it for many years now: Several…


Added by Keith Shetterly on December 6, 2016 at 9:00pm — 1 Comment

'Twas the Friday Before Weekend"

"'Twas the Friday Before Weekend"

    by Keith Shetterly

    (with apologies to "'Twas the Night Before Christmas")…


Added by Keith Shetterly on November 30, 2016 at 10:00am — No Comments

Pull the Plug on Your CRM!

Pull the plug? On your CRM?? What???

Yes, you may as well try it so that you are prepared for that Very Eventual day when suddenly you have “no CRM”—I mean, real dealer experience shows (more than once in 2016) that at least two of the top three CRMS will eventually turn THEMSELVES off right when you need them.

And these outages to…


Added by Keith Shetterly on November 28, 2016 at 3:30pm — No Comments

GMs: Don't Skate Yourself!

General Managers: YOU, and I mean YOU, are being skated out of dozens (or more) of sales every month by your sales staff, sales that you spend advertising money to get. Essentially, you could feel that you are skating yourself. After all, they work for YOU.

Well, guess what: With no more money spentif you change your…


Added by Keith Shetterly on November 20, 2016 at 7:00pm — 2 Comments

The OEM Wants to Go Water Skiing!

General Managers: There’s an old joke about ancient times and a Roman galley ship, where the rowers are resting, and the second in command tells them “I have good news and bad news. The good news is that you get an extra hour of rest, and double fresh water and rations. … The bad news is … the captain wants to go water skiing!”

That applies to you. How?…


Added by Keith Shetterly on November 18, 2016 at 2:04pm — No Comments

Happy Halloween! You Should be Scared to Death.

It’s not really black cats and witches on the streets this Halloween that you should fear: What about possible monopoly power in the hands of a few companies that could seriously hurt your dealership’s business this Halloween? And every day?

Now THAT trick is scary.

History can show us a clear parallel to how cartel, or monopoly, power may be…


Added by Keith Shetterly on October 31, 2016 at 4:00pm — No Comments

Your C-R-M is a D-U-D!

Do you have a CRM? Did you know that, on average, most major CRMs only see usage of 25%?

Let that sit there for a minute. You pay 100% but you . . . use 25%.

Is it your fault? Maybe. Likely. Sure.

  • Your salespeople won’t use it.
  • And you won’t make them.

And so you pay 100% of the bill for 25% product…


Added by Keith Shetterly on October 27, 2016 at 11:05am — No Comments

The Accountability Culture

We don't have an "accountability culture" in the car business, and we need one. Badly. For great examples why, just look at the sports we love that are so successful!

The NFL keeps stats on players that boggle the mind and produce hours and hours of ESPN commentary; basketball hinges on free throw percentages that can haunt a player’s (and team’s) season; and, from…


Added by Keith Shetterly on October 19, 2016 at 5:30am — 11 Comments

The Accountability Culture: Rolex, Rolodex, and Process Wrecks

We lose sales every day because we have no Accountability Culture: We have lost accountability. To understand how that happened, and what to do about it, we have to look back.

We all romanticize the Rolex-wearing old-school salesman from “back in the day”: in the business for…


Added by Keith Shetterly on October 15, 2016 at 5:00pm — No Comments

The Six ONLINE Steps On the Road to the Sale

The Internet has infiltrated your classic Road to the Sale—did you know that?  Think about it this way:  Would you let your salespeople lot-drop dozens of UPs without a turn?  Would you let them yell at, confuse, or manhandle your shoppers on the lot?  Or, worse yet, would you let them ignore your shoppers?

Your website does this EVERY DAY.  Take a second to ask…


Added by Keith Shetterly on October 10, 2016 at 10:00pm — No Comments

Why We Don't Log UPs . . .

When I was eCommerce Director for a dealer group, I was also the group trainer. Phone. eMail. Leads.


I can't describe the groans I got from the salespeople about logging. "CRM is too hard!". "It gets in the way of my rapport with my customer."

And so on.

Managers work deals. Salespeople work customers. The CRM is…


Added by Keith Shetterly on October 3, 2016 at 12:00pm — 1 Comment

The Trainer, The Teacher, and The Leader (a parable)

The small squads fought hard and terribly for days to take the hill from the enemy.  Standing, finally, at the top, weary to their bones, the hill they took is strewn below them with the awful results of warring, equipment and blasted debris everywhere, things still smoking.…


Added by Keith Shetterly on December 6, 2012 at 4:06pm — No Comments

To BDC, or NOT to BDC?

Getting anyone to recommend a BDC process, lay out a live agent pay plan, and do some comparison between an in-store, centralized, and 3rd-Party BDC at the same time is often difficult.  Especially written down and public--well, here is mine on the link below.

Local Market factors must still…


Added by Keith Shetterly on October 5, 2012 at 2:00pm — 5 Comments

The Spheres of DiMaggio

Yeah, I’m talking about baseball, kind of:  When we’re in a rut, or when we don’t get the result we want, or when we fail, we often use sports analogies like “in a slump”, “swing and a miss”, and “struck out”.  And so often, especially in the car business, we are very parochial about who we discuss these issues with—we look to our peers, our friends, our relationships for…


Added by Keith Shetterly on September 25, 2012 at 12:30pm — No Comments

The Death of the BeBack (Fight)!

Mathematically and certainly, the BeBack Fight is dead.  JD Power shows us in the graph below that the average dealerships visited by vehicle shoppers dropped from 4.1 in 2005 to 1.3 in 2010.  Don’t expect 2012 to raise that number.

Why does this “kill” the BeBack fight?  First, logically, it at least kills it as we’ve known it.  If a person left the dealership in…


Added by Keith Shetterly on September 21, 2012 at 4:30pm — 3 Comments

Big Data: Not Internet 3.0, Internet to the 10th Power

Big Data is hard to think about for some and so it becomes nebulous:  So, what is it?  It IS a business advantage--it’s not Internet 2.5 or Internet 3.0, it’s Internet^10.  These are some of the coming things possible (some already here!) for dealers to target for SALES with Big Data:
  1. KNOW when your current customers are shopping elsewhere for…

Added by Keith Shetterly on September 18, 2012 at 11:30pm — 1 Comment

The Winning Dimension

Every successful business wins because it has at least these dimensions:  The Paper, The Plan—and The People.

The People.  The third dimension.  The Winning Dimension.


The three dimensions of every object are length, width, and height.  And any plan on paper (or on a computer screen) is no differenthaving…

Added by Keith Shetterly on August 22, 2012 at 2:30pm — No Comments

A Place for the Truth?

The truth is, I think, that advertising is out of control.  Now, I *do* support, but really that's because I strongly believe in the idea that dealers need great chances for education.  And I think the line-up is very, very…


Added by Keith Shetterly on August 13, 2012 at 3:52pm — 2 Comments

BIG Data: Our New "Internet Moment"

When it comes to our data and how it affects our business, how we can and must make money with it, retail automotive needs to wake up!  We need an "Internet Moment"--but, first, what the heck is that?  Understand that the "Internet Moment" was birthed this way at a very famous company:  The mid 90’s were a crazy time at Microsoft. The Internet was taking off, and it had left…


Added by Keith Shetterly on August 7, 2012 at 12:00pm — No Comments

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