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Thayne Harrison's Comments

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At 3:14pm on March 26, 2008, Thayne Harrison said…
We call UT home, but still have a home in FL North of you in Ponce Inlet. Call me. I'd like to hear where life has taken you...tell me about Neosynergies
At 3:00pm on March 26, 2008, George Stellweg said…
yes I do, I hope you and yours are keeping well. It has been quite some time now, where do you live currently?
At 8:23am on January 27, 2008, Thayne Harrison said…

Our data mining campaigns are our most popular services by far. We go directly into your DMS and identify who we consider the "low hanging fruit" and then execute a vehicle buy back call campaign targeted @ those customers. For example, odds are about 40% of your customers are service only and they have never bought a car from you. If you are an average sized dealer odds are there have been 2,000 or 3,000 service only customers through your service department in the last 18 months. We also identify customers who have bought from you, but have had their vehicle for more than 25 months and have also been in for service within the last 18 months.

Let’s say that those two lists added up to 8,000 customers. Once we have the right people identified, our call centers, or Virtual BDC, will make at least 10 attempts to contact each one of those customers with a live and personal phone call inviting them in for a free professional appraisal of their current vehicle. If we had 8,000 targets, we’d make about 80,000 calls in less than a week’s time. That is impossible to get done in-house even for the best and most well-manned BDC in the country. Because of our ability to do the heavy lifting, an amazing amount of appointments are set. We average over a 5.5% response. We define response as anyone who sets an actual appointment at a specific time or anyone who tells us they plan to purchase a vehicle within the next 6 months and that they are interested in upgrading their vehicle.

We then post 100% of all the call results online, including the actual call recordings, so you can then manage each of the appointments we set and “hot leads” we identify. One of our performance coaches actually comes to your store to “launch” the program and to make sure that a solid process is in place to work each and every lead and to teach your team how to handle the customers who come through the door.

Because we work directly with your DMS, it is then easy for us to run a sales match measuring your ROI. Our average dealer enjoys a 1.2% sale-though in about a four to five week period. In this example that is 96 vehicles sold off of appointments and leads generated by our phone calls. I will ask Ralph and a couple other dealers who have used the program regularly if they are okay with me posting their sales match reports on this site.

Our vehicle buy back program the type of program a dealer should run 3 or 4 times a year. Feel free to call me on my cell phone @ 386-566-1428.

Happy selling,

At 10:21am on January 25, 2008, Chris Carlson said…
after reading through your blog I saw this "Ralph used us strictly for data mining work because he already had such a solid in-house lead management plan in place" we also have a stong in house staff. What is data mining?
At 8:17am on January 22, 2008, Thayne Harrison said…

It has been about a million years...things are great in my world...we should get together @ NADA and get caught up.
At 9:37am on January 21, 2008,
Doug Blankenship
Long time no see. How are things going for you?
At 2:33pm on January 18, 2008, William F. Cress said…
Thayne, hope you are doing well. It is good to see the old Cyber guys.
At 12:28pm on January 17, 2008, Thayne Harrison said…
He hasn't lost a game since he was in Kindergarten...i think his record is 46-1 as a starting QB. He makes me look like a brilliant pee wee football coach. Fortunatley, not only did he get his mom's good looks, he got her speed too!!!!!!
At 6:37pm on January 16, 2008, Ralph Paglia said…
Look at that handsome rascal in the photo! No, not YOU, the young guy in the football uniform...
At 8:26pm on January 15, 2008, Ralph Paglia said…

The Man... The Myth... The Legend! Now I can say that ADM has made the big time. I left Detroit earlier today, and just got here to Torrance, CA and checked into my hotel... I logged into ADM to be pleasantly surprised to see that we are now over 330 members who have joined the ADM Community!

Thanks for helping us get to this critical mass... I am thrilled and delighted to see that you have joined our community... Welcome and THANK YOU!

We are looking forward to any best practices, guidance, tactics, files, photos and videos you are willing to share with us.

Also, you have full access to your very own blog web site within this community, so feel free to get into the swing of things and use this community as a means of sharing with associates, customers, clients and friends!

Ralph Paglia
cell: 505-301-6369
At 2:55pm on January 15, 2008, Thayne Harrison said…
Will do. I will enjoy reading them. Hopefully we can meet and shake hands @ NADA next month.

I'd guess that 99% of what we preach agrees with what you are teaching. One major thing that does set us apart from other training companies is the fact that we do encourage our dealers to utilize our call centers to fill in any voids they may have in their CCC plan. We do the "heavy lifting" for them. By outsourcing calls to our Virtual BDC dealers have complete peace of mind that the calls will be made 100% of the time and that they will be made the way they want them to be made. We significantly reduce costs, add consistency and quality, the ability to quantify call results/customer responses/trends, and above all we enable dealers to have live personal interaction with thousands and thousands of their customers in a very short amount of time. They just do not have the man power in-house to achieve the call volumes we can easliy achieve. We've made over 75 million phone calls on behalf of dealers over the last few years. We've learned a lot from that experience. You should ask Ralph Paglia where we fit into his CCC plan there @ Courtesy Chevy in Phoenix. Ralph used us strictly for data mining work because he already had such a solid in-house lead management plan in place.
At 2:28pm on January 15, 2008, Philip Zelinger said…
Thanks Thayne,

I am anxious to see if we have other shared best practices, or if you can add to my inventory, so please review and reply to my other posts so we can learn - teach together.
At 10:12am on January 15, 2008, Philip Zelinger said…
Hi Thayne,

I would appreciate some information on your products and services for review by my clients and affiliated agencies.

After 25+ years as a GM and Dealer Principal I have assigned my role in my organization to include evaluating select key vendors for my clients and TRAINING is a core product in any succesful organization.

Perhaps you should first review and reply to some of my posted forums to confirm that we share some "best practices" and then get back to me to discuss shared future opportunities.

In any case, welcome and I am anxiously awaiting your input on my posted issues.

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