In this episode of the Connected Car Dilemma, Dean Powery interviews Sandy Cerami, a respected voice in the automotive retail industry. They discuss Sandy's journey from a General Motors dealer to a consultant and trainer, emphasizing the importance of culture in dealerships. Sandy shares insights on building a high-performance culture, navigating challenges posed by OEMs, and the significance of leadership in fostering strong customer relationships in the age of connected cars.
Chapters:
00:00 The Origin Story of Sandy Cerami
04:55 Building a Killer Culture in Dealerships
09:37 Navigating OEM Challenges and Customer Relationships
19:09 The Role of Leadership in a Connected Car Future
Takeaways:
- Sandy Cerami's journey reflects the importance of resilience and adaptation in the automotive industry.
- A strong dealership culture is essential for success and can be felt immediately by customers.
- Killer culture is characterized by clarity of purpose and reciprocal accountability.
- Communication is key to maintaining customer relationships, especially when OEMs pose challenges.
- Contextual and relevant communication adds value to customer interactions.
- Dealerships must focus on building trust and relationships rather than just transactions.
- Leadership plays a crucial role in instilling a positive culture within dealerships.
- Connected car technology offers opportunities for dealerships to enhance customer experiences.
- Dealerships should leverage telematics to maintain control over customer relationships.
- A seamless customer experience is vital for maintaining credibility and profitability.
In this inaugural episode of the Connected Car Dilemma podcast, host Dean Powery interviews Mark May, President of Advantage Warranty Group. They discuss Mark's extensive experience in the automotive industry, the challenges dealers face with recalls and compliance, and the importance of technology and data management in improving dealership operations. Mark emphasizes the need for effective training for finance managers and salespeople to enhance customer interactions and drive sales. The conversation highlights the evolving landscape of the automotive market and the critical role of technology in ensuring compliance and efficiency.Chapters:00:00 Introduction to the Connected Car Dilemma Podcast01:12 Mark May's Journey in the Automotive Industry02:53 Compliance Challenges in the Automotive Market05:58 The Importance of Open Recalls and Dealer Responsibilities08:25 Leveraging Technology for Inventory Management11:55 Making Informed Decisions in Vehicle Purchases14:07 The Role of Technology in Streamlining Operations17:13 Training and Supporting Finance Managers20:21 Effective Sales Techniques in the Automotive IndustryTakeaways: – Mark May has over 25 years of experience in the automotive industry. – The automotive market is becoming more litigious, especially regarding recalls. – Dealers must be aware of open recalls before selling vehicles. – Technology can help dealers manage compliance and inventory effectively. – Training for finance managers is crucial for successful customer interactions. – Effective communication and data management are key to dealership success. – Dealers need to consolidate their technology platforms to reduce redundancy. – Understanding customer needs is essential for effective sales. – The importance of proactive measures in addressing potential compliance issues. – Building relationships with customers can enhance the sales process.
In this inaugural episode of the Connected Car Dilemma podcast, host Dean Powery interviews Mark May, President of Advantage Warranty Group. They discuss Mark's extensive experience in the automotive industry, the challenges dealers face with recalls and compliance, and the importance of technology and data management in improving dealership operations. Mark emphasizes the need for effective training for finance managers and salespeople to enhance customer interactions and drive sales. The conversation highlights the evolving landscape of the automotive market and the critical role of technology in ensuring compliance and efficiency.Chapters:00:00 Introduction to the Connected Car Dilemma Podcast01:12 Mark May's Journey in the Automotive Industry02:53 Compliance Challenges in the Automotive Market05:58 The Importance of Open Recalls and Dealer Responsibilities08:25 Leveraging Technology for Inventory Management11:55 Making Informed Decisions in Vehicle Purchases14:07 The Role of Technology in Streamlining Operations17:13 Training and Supporting Finance Managers20:21 Effective Sales Techniques in the Automotive IndustryTakeaways: – Mark May has over 25 years of experience in the automotive industry. – The automotive market is becoming more litigious, especially regarding recalls. – Dealers must be aware of open recalls before selling vehicles. – Technology can help dealers manage compliance and inventory effectively. – Training for finance managers is crucial for successful customer interactions. – Effective communication and data management are key to dealership success. – Dealers need to consolidate their technology platforms to reduce redundancy. – Understanding customer needs is essential for effective sales. – The importance of proactive measures in addressing potential compliance issues. – Building relationships with customers can enhance the sales process.