Jim Radogna's Blog (48)

Digital Due Diligence

Before the internet, when there were only phone pops, we learned valuable lessons on how to handle calls, such as selling the appointment, creating urgency, not giving shopping numbers and keeping information close to the vest until the customer showed up. It was good advice then and it may be good advice now. But keep in mind that many customer inquiries tend to come online rather then by phone. While the ultimate goal remains the same – to get the customer into the dealership – the rules for… Continue

Added by Jim Radogna on September 21, 2010 at 2:12pm — No Comments

Unfair? You Bet it is…

“BUYERS ARE LIARS”.

I don’t think I was in the car business one hour before I heard that catchy little phrase. Sure enough, over the course of my retail career, I suspect I was lied to over and over again by the best of them.

I’m not going to pontificate about what buyers lie about and why – many of us could easily write a book on that subject. Instead I’m going to bring up what I think is an important point – buyers can say pretty much whatever they want without fear of… Continue

Added by Jim Radogna on September 2, 2010 at 9:44pm — 13 Comments

Unhappy Car Buyer Gets 110,000 Views on YouTube

I was browsing through the website of a prominent dealer-chasing law firm this morning (I know, I have weird hobbies), and came across a posting about a dealer with a link to a YouTube video. This dealership is part of a good-sized group that is very well-regarded in the area. As I am personally acquainted with this dealer group, I can attest to their integrity and dedication to customer satisfaction. So, when I clicked on the YouTube link, I expected to see another unconvincing customer with a… Continue

Added by Jim Radogna on August 10, 2010 at 7:51pm — 2 Comments

Your Customer’s Perception Is Reality

I get it. It’s tough out there. Customer access to information on the internet continues to squeeze margins. Dealerships are just trying to make a buck in a fiercely competitive marketplace. You have to do whatever it takes to stay ahead of the competition.

I also get that some may view compliance as unnecessary, overrated, annoying, a waste of time and money, and downright harmful to profitability. These are perceptions and as they say, perception is reality.

Some… Continue

Added by Jim Radogna on July 31, 2010 at 6:25pm — 1 Comment

Getting Customers on the Lot Without Crossing the Line

Many complaints and legal actions against auto dealers are the result of the way vehicles are advertised. According to a joint survey by the Consumer Federation of America (CFA), National Association of Consumer Agency Administrators (NACAA), and North American Consumer Protection Investigators (NACPI), the number one consumer complaint has been misrepresentations in advertising or sales of new and used cars.

Advertising violations are also a ripe target for regulators and consumer… Continue

Added by Jim Radogna on July 2, 2010 at 5:14pm — 1 Comment

Can Modern Solutions Protect Against Old School Practices?

Much has been written about Automotive Online Reputation Management and, fortunately, there are a number of companies and consultants now available to assist dealers in getting a handle on this crucial subject. Reputation and customer satisfaction is of the utmost importance to dealers and there is little doubt that many negative online postings are either questionable or do not reliably portray the true culture of the dealership.

However, I believe that a dealership’s reputation is… Continue

Added by Jim Radogna on June 17, 2010 at 2:54pm — 1 Comment

The New Breed of Shakedown Lawsuits

It seems like dealers just can’t catch a break when it comes to lawyers and lawsuits. Back in 2004, California businesses won a hard-fought battle against “shakedown” lawsuits with the passing of Proposition 64. Previously, the law had allowed any party to sue a company regardless of whether the plaintiff was directly affected. For example, lawyers were able to review car dealer ads in the newspaper, spot a violation of the Vehicle Code and file a lawsuit against the dealer, without any client… Continue

Added by Jim Radogna on May 25, 2010 at 7:59pm — No Comments