Auto Dealer Monthly, September 2014
2 AUTO DEALER MONTHLY SEPTEMBER 2014 VOLUME 11 ISSUE 9 S E P T EMB E R 2 01 4 8 24 16 28 O P E N E R S 4 The Mark of Quality Todays dealers are putting customer service fi rst and enjoying renewed success as a result 6 Viewpoints Readers seek advice on choosing website providers and marketing their special fi nance operations 8 Blurred Reality Ziegler predicts that CarMaxs recall troubles will soon be refl ected at dealerships nationwide C L O S E R S 33 Innovations Add power to your sales service and customer outreach 34 New Vehicles Check out three head turning concept cars from BMW Aston Martin and Infi niti 35 Man Bites Dog A New Jersey dealer sued a customer for breach of contract and actually won 36 Questions Are the Answer Quality questions yield positive answers useful information and closed deals F E A T U R E S 16 Contraceptive Controversy Randy Reed opposed an Obamacare provision that would have required him to cover emergency contraception in his employees healthcare plans and his side prevailed in the Hobby Lobby case 20 Service With a Smile Don Boyle is driving new waves of fi xed ops traffi c and revenue to the Scott Family of Dealerships but he does it all in the name of good customer service 24 5 Ways to Redefi ne the Customer Experience Dealers are fi nding success with showroom designs that emphasize a customer friendly experience with fl owthrough to the service department 28 Stop the Presses Greg Goebel takes Th e New York Times to task for equating the surging special fi nance market to the pre Recession housing bubble 32 Stop Punishing Your Staff Videos should be used as a valuable addition to your ongoing training program not a time out for underperforming sales pros PHOTO BY JOE WOOD
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