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Mike Gorun's ADM Blog (188)

Digital Car Buyers Mean More Showroom Traffic, Not Less

There’s a big push in our industry right now to bring as much of the car buying process online as possible. Startups are entering the space believing that consumers want this ability and automotive vendors of all sizes are creating products to facilitate that.


However, some dealers are afraid to adopt…


Added by Mike Gorun on October 18, 2016 at 6:59am — No Comments

Lack of Time Can Be Costlier Than You Think

Working retail in the auto industry can certainly be taxing. Salespeople work 60-70 hour weeks to make a paycheck. Sales managers do so while also having to manage the sales team, create multiple reports and handle a multitude of tasks -- and the service department is just as overloaded.




Added by Mike Gorun on October 11, 2016 at 5:51am — No Comments

Employee Retention: Why Are We Going Backwards?

A recent article in Automotive News reports that the three-year employee retention rate at dealerships reached a new low, dropping by 2%.

In fact,…


Added by Mike Gorun on October 6, 2016 at 7:00am — 3 Comments

Efficiency is the Key to Loyalty

Have you ever tried to call a dealership – whether it’s to inquire about a vehicle or schedule a service appointment – just to get placed on eternal hold or thrown into someone’s voicemail? Many consumers have and, just like you, they don’t like it.


People are busy. When they pick up the phone to…


Added by Mike Gorun on September 27, 2016 at 6:07am — No Comments

Now Is the Time to Be Selling Pre-Paid Maintenance

With the major shift into leasing certified pre-owned vehicles by several OEMs and major financial institutions, many dealers have predicted a decline in service contract sales. However, according to…


Added by Mike Gorun on September 20, 2016 at 5:55am — No Comments

One Dealership’s Killer Community Support Program

Tom Hawkins, Dealer Principal of Hawkins Chevrolet in Fairmont, MN, a cornerstone of his local community, was searching for a way to provide even more support to his local area. He reached out and identified an area that had both a…


Added by Mike Gorun on September 13, 2016 at 6:34am — No Comments

For Maximum Revenue You Must Get Emotional

Many businesses, including the automotive industry, have a strong focus on creating a better customer experience through technology. In fact, technology has transformed the customer experience across all industries. Consumers can buy a multitude of products online and have them delivered, in some cases, in an hour.…


Added by Mike Gorun on September 6, 2016 at 6:46am — No Comments

Do You Have A “Super” Loyalty Program?

Loyalty programs are nothing new to retail. In the beginning, most consisted of simple punch cards or other basic means of tracking customer transactions. As technology improved, many programs became digitized with key tags, cards and other ways for retailers to keep track of these transactions, aside from purely…


Added by Mike Gorun on August 30, 2016 at 5:30am — No Comments

Maybe We’re Approaching This Whole Loyalty Thing Wrong?

Customer loyalty is something every business needs and desires. Some companies are spectacular at accomplishing it, while others struggle.

According to a study by DMA, perhaps we’re missing an important fact… not all loyal customers are the same.

DMA’s “Customer Engagement 2016” study, takes customer loyalty a little further. It narrowed the pool…


Added by Mike Gorun on August 26, 2016 at 6:00am — No Comments

So You Think You Have Customer Loyalty Figured Out…Not So Fast!

You may think that simply because you offer an excellent customer experience, your customers will be loyal… but what is really happening? Is it possible that YOUR definition of a great customer experience differs from your customers?




Added by Mike Gorun on August 16, 2016 at 7:00am — No Comments

CrossFit for Dealerships: Building a True Team

If you’ve ever worked in automotive retail, you know that there are constant internal struggles going on between employees and their departments. The structure of most dealerships actually encourage this – similar to how a salesperson’s pay plan incents them to sell cars.


The most obvious friction…


Added by Mike Gorun on August 9, 2016 at 10:30am — No Comments

Do you Value your Employees? Show Them!

A little over a year ago, the founder of a credit card payment processing company made an unorthodox move that resulted in some very mixed reactions and a whole lot of media attention. Dan Price, founder of Gravity Payments, cut his own salary by 93% (from $1 million to $70,000 per year). He did this so he could pay…


Added by Mike Gorun on July 27, 2016 at 6:13am — No Comments

When Being a Manager Requires Compassion

The retail automotive world demands a lot, including long hours, working holidays and little flexibility in schedule. Most dealerships require 1 or 2 “bells” per week, (working open to close) and don’t include many weekends off, as Saturday and Sunday are typically busy days, when consumers have time to shop for a vehicle.

A recent…


Added by Mike Gorun on July 19, 2016 at 6:00am — No Comments

Food is the Way to a Man’s Heart... But Not That Kind of Food

This common saying is certainly one that everyone knows. And, whether it’s true or not, has endured time. Why? Because someone cooking for you is an intimate act that is satisfying and elicits fond memories. In essence, this act accomplished on a regular basis is supposed to be the recipe (pun intended) to win the…


Added by Mike Gorun on June 30, 2016 at 6:45am — No Comments

Don’t Let Your Loyalty Program Backfire!

The intention of a loyalty program is to show your customers that they are appreciated and encourage them to choose your business over any competition. These programs can create value and generate lifetime relationships with customers -- as long as the experience remains consistently…


Added by Mike Gorun on June 20, 2016 at 7:07am — No Comments

Turning the “Perfect” Opportunity into Goodwill and Car Sales

While car dealerships aren’t necessarily held in high regards by consumers, there are many dealers out there that are pillars of their community. Big hearted philanthropists who understand the sense of community and the importance of being involved. A great example of this – and the impact it has had on the community…


Added by Mike Gorun on June 14, 2016 at 5:27am — No Comments

Socially Responsible Dealerships & Customer Loyalty

All humans have feelings and those feelings can absolutely affect their decisions in life, including any products purchased, where they buy them and to which companies they are loyal. Large companies know this and realize that corporate social responsibility programs are important to brand image, customer sentiment…


Added by Mike Gorun on June 8, 2016 at 5:37am — No Comments

Redefining Employee Engagement

There have been countless studies about employee engagement and how, when engaged, employees tend to be happier, more productive and deliver a better customer experience. With a 70 percent annual turnover rate in sales, this is an area that the auto industry – at least on the sales side – has a problem with. Don’t…


Added by Mike Gorun on May 31, 2016 at 5:04am — No Comments

What Would Your Customers Do If There Weren’t Any More Discounts?

Loyalty is a fickle thing.

While your customer has consistently serviced their vehicle with you, when they get that $19.95 oil change coupon from your competition, will it go in the trash, or will they choose to take advantage of it and defect to the…


Added by Mike Gorun on May 17, 2016 at 5:00am — No Comments

How Mazda’s New Recipe for Customer Loyalty Can Translate to Dealers

In a recent interview with Automotive News, Masahiro Moro, head of Mazda North American Operations, detailed Mazda’s plan to increase customer loyalty for both the OEM and its dealers. While his plan…


Added by Mike Gorun on May 10, 2016 at 5:32am — No Comments

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