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Joe Webb's Blog Posts Tagged 'automotive' (16)

Not Wrong, but Different

Inevitably, pricing is a necessary aspect to a customer’s decision. They do their research online and expect to receive answers to their pricing questions. While many of us old folks were groomed to avoid pricing when on the phone or email with shoppers, evolution has thankfully adapted us to the practice of giving out a discounted price in advance of their visit. However, pricing questions no longer begin and end with the price of the vehicle. Shoppers want more from you? Do you give it to…

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Added by Joe Webb on October 22, 2013 at 2:13pm — No Comments

Is This the Beginning of the End for TrueCar?

TrueCar has had a rollercoaster ride in the automotive retail industry over the past few years. However, it appears things may be taking a turn for the worse (both for TrueCar as well as its participating dealer clients). Read on, as I reveal their new policy changes that will have a negative impact on dealers, as well as my in-depth interview with a top eCommerce Directors about this change.



Cliff…

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Added by Joe Webb on August 22, 2013 at 8:51am — 19 Comments

Don't Be an Answering Machine

While training a 13-store dealer group this week, I had the pleasure of meeting a salesperson and manager who assured me they were tip-top at taking sales calls. I was ecstatic. It isn’t everyday you’re brought in to advance dealerships in need of Internet and phone help and immediately run into someone that has such confidence in their expertise that it would (if I believed them) eliminate their need for any training. How wonderful. (I hope you can accept the…

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Added by Joe Webb on August 16, 2013 at 12:29pm — 2 Comments

You Have an Internet Department? Oh Wow!

It amazes me how the humble nature of the automotive Internet revolution for dealers from the past has changed to ego-driven displays of self-aggrandizement. It wasn’t too long ago that you would speak to dealers who were more excited to learn than they were to pound their chest and roar to the crowd about their own accomplishments.



As another Digital Dealer Conference came and went last month, I think it is time we realize that no one has the whole “Internet thing” figured out.…

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Added by Joe Webb on June 19, 2013 at 9:29am — 1 Comment

If Your Friends Jumped Off a Bridge...

If your friends jumped off a bridge, would you as well? Is that what your mother always asked you growing up? When caught making a mistake or doing wrong, children will always look to point the finger elsewhere. They’ll blame it on a friend, a neighbor, a bully, or an instigator. They were just following someone else’s lead… even if they knew it was wrong. That’s their excuse.…

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Added by Joe Webb on May 16, 2013 at 4:41am — No Comments

The Addendum Crisis

There is a crisis going on at our dealerships.  And it’s called “Addendums”.  This is a sore subject with many, as everyone has different viewpoints as to the functionality of addendums.  You’re required to keep reading this blog.  It costs you $50, but it’s required.  Everyone has to pay that reads it.



Sounds pretty stupid, huh?  Dealers are using addendums to generate additional profit per vehicle (likely because they are…

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Added by Joe Webb on March 27, 2013 at 10:28am — 17 Comments

Grading Automotive Website Providers

Disclaimer: I must preface this by saying it not intended to make any enemies or friends. This is not meant to hurt anyone’s business, call out how they perform for their clients, highlight weaknesses or put stock in one product over another. This was nothing more than a simple experiment.



I was out to dinner with my wife recently when I ran into an old college acquaintance. Very quickly I discovered that she works in our industry…

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Added by Joe Webb on July 3, 2012 at 6:44am — 4 Comments

If Support...

If Support…

  • Responded with a call instead of silence
  • Gave you immediate attention instead of a support ticket number
  • Answered the phone immediately instead of a queue
  • Has a queue, then you know something is desperately wrong
  • Responded with action instead of a timeline
  • Categorically ranked your need based on how much it is their fault and handled those first.
  • Wasn’t overseas
  • Is handled with grace and humility instead…
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Added by Joe Webb on May 23, 2012 at 8:30am — No Comments

Who is the Loudest in Automotive?

Very often, the most popular person in the room is the one with the largest microphone.  Sometimes, the person everyone is listening to just has the most important things to say.  Others are recognized just because they are always right there, in your face.  So I ask… who do you think is the loudest in the automotive industry?



I know this is going to be a sensitive subject.  I don’t want feelings to be hurt.  This is subjective.  When you hear the word “loudest”, whom do you think…

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Added by Joe Webb on May 16, 2012 at 7:51am — 4 Comments

Just One Internet Department Structure

Creating a basic structure for your Internet department should be one of the simplest tasks for a dealer.  Unfortunately, too many decision-makers at dealerships attempt to get in the way of how an Internet department operates.  One primary…

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Added by Joe Webb on March 17, 2012 at 6:00am — 18 Comments

Let It Rain

How long do you follow up with your Internet leads?  What about your inbound phone calls that you haven’t set appointments for?  You might answer these questions with numbers from 90 to 120.  15 to 30.  60 days.  Forever.  You answer this way because that is the process you built in your CRM.  Allow me to tell you that this isn’t happening.

 

There is one thing a CRM cannot do and that is stop your sales team from taking the easy way out.  (That takes management).  My team…

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Added by Joe Webb on September 19, 2011 at 10:00am — 8 Comments

The Peter Principle

In light of some of the potentially-frustrating or miraculous changes impending on ADM (depending on which way the cookie crumbles), I thought I would take a moment to talk about the Peter Principle.

 

For those that don’t know, the Peter Principle is the idea where someone is promoted to the point of incompetence.  They simply work their way into a job with duties their not capable of fulfilling.  It is a virus that happens far too often in our industry.  Someone is good at…

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Added by Joe Webb on December 16, 2010 at 7:12am — 3 Comments

Who is the Sexiest Ralph Paglia?

When he stands at a podium, men and women lean forward in their chairs to hang on every word he speaks.


When he enters a room, people crowd him to soak up the knowledge he shares.


When he leaves a men's restroom, the attendant on duty gives him unlimited paper towels and demands no tip.


He is... the sexiest man in automotive digital marketing. And his name is Ralph Paglia. Ralph is known for saying "I…
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Added by Joe Webb on October 7, 2010 at 5:30pm — 20 Comments

'Twas the Night Before the Dealer Internet Battle Plan

'Twas the night before the Battle Plan, when all through AC
The phones were a ringing to score the last seats
The powerpoint presentations were rehearsed with care
By the great speakers enlisted who soon would be there.


The attendees were booking their rooms and their flights
at Bally's Casino on the boardwalk, that's right.
And I in my suit and 'Da Man' in his cap
Look over our sessions until its a…
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Added by Joe Webb on June 27, 2010 at 3:54pm — 2 Comments

What Was Your First Car? Tell Me a Story About It.

As you may know, I do my best to keep car sales fun. After drowning myself in the mind-numbing Cash for Clunkers docudramament, I need a break.



I would like to hear about your first car -

What was it?

Would you still like to have it?

What happened to it?

Are you willing to share a (clean) story about your time with your first vehicle?



I will share my story - my first car was a 1969 Chevy Camaro Z28 - silver - 100% original. It was my grandfather's pride… Continue

Added by Joe Webb on July 28, 2009 at 12:20pm — 12 Comments

The Media's Negative Effect on the Car Industry

I was thumbing through my Sunday morning Chicago Tribune (yes, I still get the paper - don't know why as I read it online before ever cracking open the usually-soggy paper) and came across an article about the uptick in automotive sales. It mentioned that a rebound was occurring. I found the article refreshing. No, not because I was enlightened with new information, but that there was ANY positive news about car sales. Media rarely reports any positive messages regarding our industry. We've… Continue

Added by Joe Webb on July 17, 2009 at 7:27am — 3 Comments

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