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It’s Cram Time. Were You Expecting It?!?!

Well if you didn't look, 2010 is nearly to a close. Last time you thought about it mid-year, it looked like 2010 would be clear sailing. Well, now it's cram time and you must be thanking the incentive and promotion gods (because they're on bid-time, even for the companies that usually don't).

So while the factory may have your store punching cars in a couple weeks and you may be planning that getaway you've deserved for a while, what are you going to do to surpass your numbers and go for broke? Will this be the time that you get serious about database management and using your CRM? Will it be when you take reputation management seriously and invite (yes, actually invite) your customers to participate in building your brand? Or is it simply time to get serious about following up with real intent on every lead?

Success over the last five weeks of the year will be partially based on history. All of it. Were you the type that waited until the night before finals to do an all-nighter? You know what you'll get before 2011 comes. Are you the type that starts with a bang and fades never quite committing? You know what you'll get before 2011 comes.

If you're the type that has gotten process down, approaches each day with complete opportunity, reads and participates in the fourms and communities, checks their performance against others (outside the store) and who believes that and acts like you are just another consumer, cram time should be a cake walk. You, my friend, are ready for 2011 already because you've already stuck to your plan for this year. Which, by chance, you most likely drew out at the beginning of the year.

For the rest of you, it's time to get serious. Really serious. Let's take a look at what should have moved business this year: Online. Digital. Web. Whatever you want to call it, Sales are originating from the Internet. How do you do that? The answers, yes answers, were available via a handful of conferences and by a number of the OEM's digital meetings. Did you go?

And we're not counting mandatory regional schmooze-fests, or webinars and other sales- and product-pitch based "information" sessions online nor NADA even though there are workshops. So let's assume, better yet guess, that around 6,000 people attended them (yeah, that's high). And assume that roughly 1.5 attended per store, with 30% attendance going to the independents. So around 10-15% of the franchise and 5% of the independent stores are learning. Ouch.

Based on those numbers, how can an industry hungry for sales really attack it? Cover your eyes 'cause here it comes: business as usual! How much have we progressed over another year when 2/3 of leads still are not addressed correctly and service retention is still lower than what it should be? So how many baseball bats will come out at sales meetings over the remaining days this year?

Cram time, when prepared for, is not cram time at all. Fear-based operation goes out the window. Management understands completely what is going on. Yes, including in the "Internet" department (ahem, why do we still call it that?). Cram time, quite frankly, should be what the customers do when they realize they'll be without that new (or newer) car for another year. They shouldn't be the ones smelling desperation.

So, were you expecting it? Are you prepared for it? Are you making it because of what you're doing or because your brand has television commericals with beautiful bows on cars, or radio spots yelling about year-end deals. If you're prepared, congratulations. If not…aren't you sick of it by now?

Best Practices: Professional Insight, Powerful Results

LA Auto Show Day 2…In A Nutshell

Oh, what's a show got on day 2 that it didn't have on day 1? Plenty….at least in the case of LA Auto Show. The day started off with the Green Car Of The Year Award…and Chevy (oops…Chevrolet?!?!) took honors with the Volt. Not a complete surprise as the buzz everywhere in LA-LA-land was electric.

Then things got down to business with two companies that are chart-topping these days: Hyundai and Audi. The Elantra looks like a winner, as well as a category stealer. The Domestics and Japanese brands will likely continue to lose market-share to Hyundai/Kia. As for VW's luxury brand, all we can say is look out for Audi. The A8 was definitely a show-stopper, the whole line-up is stelar (when is the A1 coming?). Once Americans start to understand that TDI is not clunkety diesel, they'll start to sell even more. Did someone say R8 GT?

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Infiniti was also on fire with the M Hybrid and their concept car. The M is definitely the next step in "I'm not dirving a hybridy-looking-hybrid" vogue. It's powerful, has great lines and appeals to their demographic. The brand still doesn't scream "buy me" but they seem to be on their way. As far as concept cars go….

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Misubishi seems to have finally broken their (lack of) sales mold from the past two years. Hopefully the product coming up will do the same. The three diamond brand has their electric campaign moving in the right direction so hopefully now it's all about time. But there's one bit of conflict here….in consulting we hammer dealers all day long to remove "I" from their conversations with customers Mitsubishi…there is no "I" in sales…

The rest of the day was torn betwen conversations, phone calls and photographing some of the fantastic (and mundane) future cars of Los Angeles…so there was not enough impetus to check out Chrysler. In all fairness, they had some strong buzz yesterday about the Dodge Durango. Even the 200 still couldn't get me to the booth at noon. Food was more compelling. Sorry Chrysler…maybe NADA or next year's LA Auto Show.

So here's some (subjective) eye candy for those that did make it…and even those that did:

Mazda concept…

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2011 Toyota Corolla (Should be a winner)…

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Subaru Impreza Concept…

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Mercedes CLS63 with enough technology to choke a horse(power)…

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Jaguar CX-75 concept…

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LA Auto Show Day 1…In A Nutshell

Well that was a blur….and a pain in the feet. It's always that way after sitting in the office, or the car, or client's dealerships and OEM offices. But to stand for all but 90 minutes in a day is tough. Anyway, the day was full to say the least. After breakfast (Thanks Motor Press Guild!), it was time to listen to Stefan Jacoby, Volvo's new CEO. Hmmm. Insightful but the conversation around the table with High Gear Media at breakfast was more than a bit higher on the engagement meter.

Then it was time for the Volt road trip replay, oops, the GM press conference. Aside from the obviously dirty car and great impact that their trip from Detroit to LA provided, the car part of it didn't have the normal sizzle. The Camaro convertible was nice…

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VW's booth was packed. And that's not only becase of the food spread after their conference. Lots about the EOS convertible and Heidi Klum, not enough about the Golf Blue-e-motion or next-gen Passat. Not earth-shattering, but better than GM. Could have been more "we're taking over the industry by 2017".

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Jaguar (ok, and Land Rover too), which has surprised my since changing ownership, seems to be getting their swagger back (pun intended). The concept and approved-production cars seem to be edgier and willing to take more risk than in the past 10 years. The stand didn't seem to really work for the media trying to see but it was clear that they're gaining on the buzz factor.

Mercedes may have won the "our press event can kick your press event's butt" based on the Ducati and cupcake tie in, but so did the car stuff. It was the second bland presentation of the day (both German) but the CLS63 is just simply rocking and the B Class did get a lot of nods. They'll continue to sell cars and compete for the luxury sales title with Lexus and BMW. It seems to be about little notches in the bedpost these days….

Porsche was about the Cayman R. And food. And wine. The historical video was cool and the Cayman definitely hits on way higher marks than the past version. They didn't disappoint this year and their booth (room) always seems to be just beyond pristine. So someone should tell their people to turn down the stuffed-shirt feeling and have some fun. Isn't that what Porsche is about anyway?! (that and a lot of dead presidents).

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Sorry, Nissan was accidentally missed but onto Fiat. After taking part in Mini and Smart press conferences and being around the Audi A1 marketing machine, it's not surprising to see a small car. I hope the 500 can make the brand, dealers and customers happy. I'm still reserving comment but my temperature is going to have to go up slightly…soon.

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Subaru is just killing it in sales and they don't need much in the way of redesigning their product line. So that's when it was lunch.

Ford continues to impress. Got to hear/see about a few of the buzz models and spent 15 minutes chatting with @ScottMonty. The upcoming Focus ST definitely got my attention on the spec's alone. Then there's chatter about an electric Focus. What really was fun? Slot car racing and a new simulator (they've had some over the past few years at LA Auto Show, SEMA, NADA, etc). Still bummed that I missed them when they were penny stock just a few years ago…

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Honda seems to be going steadily, but slowly, down the path of alternatives. You can count on that. Honda's Fit EV keeps the drum beating but their gas cars are so efficient, where is everything going? The cars still need more life (but the last two seem to at least be designed by someone with a pulse) but their engineering is so sound, you just have to listen for 40 minutes. (Actually I started a conversation with Brian Glickman from Edmunds so my story should be changed!). No oohs or aaahs but some nodding heads at the close.

Skipped Dodge and Lotus for compelling conversations and walking around before the early departure this afternoon.

A few things are clear:

  • Budgets are coming back, spurred by sales and profits. The booths are bigger again, there's espresso machines and music blaring, heck all companies had their lights on the whole time! The buzz is back and it feels good. As one of my friends said today, even the carpet padding is a couple grades up from the last couple years and that's a great sign!
  • Giveaways are cool, but if it's less than two inches by two inches or you wouldn't want/keep it yourself, send it back to the ad agency or widget maker.And make sure everyone there gets your media kits…you never know how many of the non-media people acutally do stuff for lots of dealerships!
  • IMPORTANT: Now get the excitement from the show flloor to the dealers, back it up with better education than they've been receiving and we'll really have something to celebrate. Retail sells cars. Not the OEMs.

That's my story and I'm…sticking to it! Maybe another round tomorrow. Press conferences are Hyundai, Audi, Infiniti, Mitsubishi, Chrysler, Wheego, Morgan and Perana.

Best Practices: Professional Insight, Powerful Results

IMACS To Speak At Upcoming Digital Marketing Strategies Conference In Napa

IM@CS is pleased to announce that President Gary May has been invited to speak at the upcoming PCG 2011 Digital Marketing Strategies Conference in Napa, CA just prior to the National Automobile Dealers Association (NADA) conference in San Francisco. As things continnue to shift online for the automotive industry, the time dealers have to reassess their activity, brand and resutls online is extremely limited.

Like the PCG event prior to NADA 2010 in Orlando, progressive dealers are expected to get answers to their questions, sound strategies to move forward, relevant data to build from and more. Attendees will take part in three different workshops per day, bookended by breakfast and "Wine Tasting Optimization (WTO)" receptions prior to local Napa dinner engagements that are expected to be the talk of NADA.

Gay May will be joined by Christine Rochelle, Alex Snyder, Matt Murray and Glenn Pasch with keynotes by Brian Pasch, Jared Hamilton and other special guest speakers. Speaker bios and session times can be found at http://www.digitalmarketingstrategies.org/digital-marketing-strategies/agenda/ as well as registration and lodging information.

As the market continues to favor businesses that are focusing online, engaging consumers, responding to input and reviews and retaining their customers properly via the web and other tools, the sessions on February 2-3 will provide the latest in some of the ways to address today’s automotive retail environment.

Heading to San Francisco for NADA and willing to add on a few days that can more your business? Join us!

Quick, The Shiny Object Just Moved! Ouch, It’s Your Vendor…

Don't read too much into the title, it's not a slam on your (fill in the blank) vendor, although many deserve to be taken to task. This is about what they have to deal with. If you've been under a rock this year or simply have not been paying attention, Google changed significantly three times. Your vendors have had to change at least that many, even though they pitch that they're changing all the time.

So, what does this mean for the shiny object mentality? It's not changed. In fact, it may only get better. In other words, as things get a little more dicey in the online space in regard to results, there will be a larger "sorting out" of who really is prepared from a resource perspective to roll with what could be considered large changes in the way search and results are structured. And when a sales rep is not up to speed and things that happened a week prior, let alone a couple months, it's time to sharpen the pencil and make sure that door that hits them on the way out is primed.

All kidding aside, there have been countless changes since last December that have affected the search engines and how YOU get displayed in results. The biggest one from an overall view would likely be Google Instant, followed by the recent change to the Google Map/Local results that are also affecting the display of reviews and paid ads. There's lots of money, eyeballs and leads at stake.

The shiny object's location is changing, at what seems to be a continuously more rapid pace. Not just search results (and your traditional website) are facing the music, but also mobile: applications, marketing, social and more. And the third party lead market seems to be experiencing a larger ebb and flow in the market today. Just as there is no longer room in automotive retail for "what used to work", there's no room for "let's wait and see" in the vendor world. Rest for just a little bit and your a** will be kicked (but don't worry, dealers will still buy from lots of companies, especially if they keep sending "attractive" reps out to show impressive charts and talk about clicks….yawn….).

It's not easy being a website, CRM, pay-per-click, SEO or social media services company today. Engagement changes regularly and sometimes daily. By the time you send out pertinent information, run some webinars and update your systems and inform the rep force, that earth-changing update is old news and the next revelation has hit the news wires. And yes, even the vendors that do launch 25 updates a week and tweet about it do have to deal with issues outside of their control and fall down regularly.

As fast as the industry is changing, technology is changing many times faster. The balance between being bleeding-edge, leading-edge, between-the-edges and absolutely-no-edge is sometimes no greater than a whisker. Consumers control the content that is controlled by the big engines at such a great level today, what we have to yell about is less and less relevant, engaging and important. Who knows, maybe the shiny object is not even obtainable.

Even with the industry consolidation that we see year after year, it's always refreshing to see the new guy or gal on the block give it a chance. Dealers need much better services than what's been delivered historically and there are companies willing to do it. But the wake up call for dealers is that THEY need to do more in the way of understanding, goal setting and holding staff accountable. Vendor accountability is critical, but still not as important as making sure you can do what you're paying for.

So belive it or not something changed in how well you'll perform online since you started reading this. Maybe it was a vendor, a competitor, a search engine, a customer or even you. No matter what, don't take your eye off of the shiny object!

You did read correctly. Keep one eye on the ball, one on your customer, one on your brand, one on your staff, one on your marketing, one on your process, one on your future, one on your past….and one on the shiny object.

Best Practices: Professional Insight, Powerful Results

When The River Runs Dry…Pave It!

Retrench! Dig in! Block and tackle! Just wait! Awww bullshit…. More and more today it seems that the chasm between the "doers" and those choosing "planned obsolescence" is growing. You hear a lot of good stories out in the field about who's doing what and which dealers are killing it. Then the numbers come in. Reality check.

So why is it that there are dealers growing market share (the minority) while there are those than seem to want to accept and participate in a challenged market (majority)? With everything facing dealers today, and it's a bleepstorm, it seems that the path of least resistance is the one leading the wrong way. Resources, blogs, data, events/conferences, outside assistance and more, are readily available. And to the point that they're so underused, they're essentially abused.

Have you hit the end of your rope? Down-sized to the point that your store is no-sized? Pushed the factory guy back on allocation to the point that they're giving you 365-day terms just to take cars? Listening to your 20 Group buddies' stories of success and smiling while shrinking in the back of the room? OK, so stop it. If the river is dry…why not pave it? Heck, make it a raceway!

There are no silver bullets but there are a number of effective shortcuts, that get you to where you want to be. No matter what your newspaper sales rep or the online inventory advertising company reps tell you, that's not where the customers are. Sure, they go there after they end up feeling like they can't get a straight deal, attention and common courtesy starting with your website or showroom. Sorry….

Yep, the proverbial question: how do I pave the dry river?

Lead responses: effective, in the shortest possible time. with validation, options and the most engagement that drive the strongest replies, appointments, profit anad retention.

Events: inexpensive, regular, value-based, informative, community-engaging, need-supporting, fund-raising, cooperative and non-self-serving.

Social media: Compelling, revealing, engaging, fun, relevant, contextual, intuitive, brand-building and even a bit giveaway-ish for the "what's in it for me?".

You see the river can be paved fastest when it's filled by things that consumers are looking for. What doesn't pave the rider, or fill your showroom, or get the phone ringing is what's been used for the longest time: lost leaders, false advertising, packing (especially recently), full-page ads, large traditional media spends, bait-and-switch and everything else that you know is despised by consumers (and us really).

Here's a wake up call: no matter how much the river fills with water soon (if you're waiting) or how nicely you can pave it, do things differently. "Old guard" stuff, as nostalgic as it is, is about as good for the auto industry as tainted meat is for McDonald's, faulty engines for Boeing and corrupt processors for Dell. So stop accepting, if not endorsing, it.

Paving the dry river bed takes strategy, commitment, insight and foresight, transparency and a willingness to change the size, shape and location of the sandbox. What do you have to lose? Not as much as you have to gain!!!!

Pave it like you own it….

Best Practices: Professional Insight, Powerful Resutls