Jeff,
I am truly glad someone is outspoken about this. I have been hit with this too and at first didn't know how to react because I thought the GM was sorta right. But then I mystery shopped and found that you can be pulled in or pushed away due to the internet response. My GM still thinks he would get the deal anyway and I don't see it changing. The only thing I see changing is my job, if you want to know the truth. I had a "Po - Dunk" dealer ask me Saturday to get him cost's for re-inventing his internet department. I might have to take him up on it, after he spends some money to "show commitment to buy".

Our GM says "we need to cut the internet budget by $3k a month and by the way, I need you to do 60 this month..."

-Im impressed your dealership even spends $3k/ month on internet. As stupid as it sounds many, many dealerships dont even spend $1,000 per month on internet marketing.

I am sooo glad to know I am not alone in this wonderful Internet world of constant battle. I find myself constantly shaking my head at certain things...
In the last few monhs, we went from 10 internet sales a month to just under 50, in a store that does 85-100 a month. Our GM says "we need to cut the internet budget by $3k a month and by the way, I need you to do 60 this month..."
Enough said...

It actually goes much deeper than this. In some stores the ISM will follow up with a customer for 6 mos, a year, etc.. What I see happening is the ISM will develop templates to send out to these long term customers keeping the customer interested in the dealership. When the customer decides to purchase, the GM will say there wasn't adequate communication or (personal communication) even though in the beginning there were numerous phone calls and for the past 6 months routine emails sent. The ISM kept the dealership visible to the customer but when the customer buys, the GM does not count it as an Internet Sale because "they were always buying from us". So what happens next? The ISM will stop sending out these long term emails and just take the easy pickings. The GMS defeat themselves!

Told our GM last week pretty much the same thing. Let one of our good customers shop online and not get treated the right way by us, they will get mad an shop elsewhere.Chances are they have shopped a few other dealers also. Their expectations of us are already higher so if we don't reply quickly and offer all info requested in a timely manner we loose! Put yourself in their shoes and tell me what you would think if the dealer you had a good relationship with did not reply to your online request.

That's just plain ridiculous. Anyone who assumes ANY customer is going to automatically buy from them again is living in a dream world.

Jeff,

I have experienced the same situation, as an Internet Manager there is a specific pride in the traffic that you drive into the dealership! I personally serve a couple roles including Marketing and Sales through the Internet Department at my Suzuki Dealership. Due to the Hard Work that I do 55+ Hours Weekly I dominate the online Marketplace in my Demographic. Suzuki is pretty very aggressive with their online advertising and MANY online Suzuki Shoppers result in Sales.

I think that GM's and DP's alike need to recognize the importance of Mondern Representation in the Online Marketplace!!

I have to say I agree. CALL THEM! If you dont...someone else will...and lets not forgot that your dealership isnt the only one that got a lead or an email from this consumer. In our findings, consumers are sending as many as 8 different dealerships an email about a vehicle...on top of any leads through various 3rd party sites. If you come across that consumer who is just plain bitter about it, apologize, maybe even justify why you called...and if nothing works...then just let it go! This type of consumer, even if they do buy from you, will bury you in your surveys...never send a referral...and often make the lives of you, and everyone at the dealerships just plain miserable. We've all seen it happen when bad customers go badder!

One thing I just have to say though is...once you get them on the phone, keep them on the phone and dont just rush to selling an appointment. Over the years I have sent various test emails and phone calls to my dealerships clients. One constant is always there, almost 70-80% of them want to sell me an appointment. I'll ask specific questions about the vehicle...does it have dvd? navigation? etc?...and most of the time...noone knows! I get a promise of a phone call back...and I usually do get it...hours later...after I continued my online shopping and called another dealership where I got a sales professional on the phone that knew their products...not just an appointment setter. Over they years its my opinion that far too much emphasis has been placed on setting the appointment, I even know multiple dealers that pay for appointments that are set! Now thats fine if you are qualifying the consumer, answering their questions, and building value in YOU and your dealerships while gaining their trust...but most of the time its just, "what time do you wanna come in?" Sorry...I'll tell you that Im coming in today...but while I still have my computer in front of me and my phone by my side...Im going to keep calling and emailing until I find a real salesperson.

Eric Gidney
President
Next-Level Automotive
Effective Inventory Management and Marketing Strategies
www.next-levelautomotive.com

What is your take on giving pricing to an online customer?

Sometimes people send a specific VIN from my website asking for a price.

Sometimes they email me asking for the best price on a particular year & model.. Say, a new 2007 truck I have in stock.

Occasionally I'll get a request asking if we have a set structure - How much over /under invoice will I sell for.

Basically I almost never get a request asking if I have a specific car since they see it in my online inventory and we have photos of everything we sell online. They know it's here, they want a price - do we give it to them or try and get them to come in instead?

Let me know your thoughts if you have a minute.

Thank You,

Bobby Harris

For car dealers that don't have the time or resources to use the Google Base API or to customize a XML feed, we have released a new service to load car dealer inventory automatically into Google Base.

Our GB Feeder platform can take existing car feeds from a variety of automotive vendors and translates them into Google Base. We have also optimized the Google Base listings to maximize the SEO benefit of using Google Base.

for more information on the services, dealer can go to: http://www.dealer-seo.com/gb-feeder-service

Jeff, do you think you might be able to point me in the right direction as far as setting up my own feed? We don't use Cars.com anymore due to poor performance, so that option is out.
TIA

Jeff, Sorry for my first post on your CRM comparison site. I did learn a quick lesson in humility.
AutoAlert, Inc. will be at NADA booth 3444W please stop by and review the product. We do have a unique CRM addition that was derived from many years of “on the floor” experience.
Thanks for the opportunity
Jeff Cotton
AutoAlert.

ACC - Automotive Compliance Center
www.AutomotiveComplianceCenter.com

The Adverse Action notice solution for the Towbin Group!!!

**Aversive Action notice for less $$ than a dealer would spend running it in-house themselves + over $1M insurance.

REFERAL FEES PAID !!! (contact me directly)

Jeff,
I have followed your site back when I was with CarzConsultant.com, and still check back a few times a week. You do a great job!!

Darrell Small
CEO
Automotive Compliance Center
CELL: (480)332-1788

Wright-Edge will be there and we do some SEO work and basic internet marketing. We also have some great automated services including Voice Cast. Wright-Edge is a part of Wheeler Advertising Inc which has even more services.

Marc Padilla
Account Executive
Tel-Edge Advertising
www.wrightedge.com

NADA 2007 TOWBIN DODGE EVENT!

Don't miss this opportunity to be a part of the most exclusive event happening at the
NADA Main Event Convention!

Friday, February 2nd 2007
Group #1: 6:00PM – 8:30PM
Group #2: 9:00PM – 11:00PM

LIMITED SPOTS REMAINING…RSVP TODAY!!!
RSVP: Angela Smith, email: [email protected] or by phone: 1-800-952-0168

Hope to see you there!

Call for more details or to RSVP. Visit Towbin Dodge, see "Chopper Edition vehicles", and meet the "Characters" from the hit TV show "King of Cars".

For more information about Visible Customers products that have helped Towbin Dodge become the #1 Automotive Dealership in the World for 2007. Please call 1-800-950-2067 and ask for Nick Schwarzrock.

Jeff- Thank you for this opportunity.

S.N Automotive Consulting, Inc, Creators of Motormouth™ , brings an " End of the Silent Era" to a Dealers website.

Motormouth Audio is the start of a whole new generation of "talkies". Their site- our sound - creates a whole new way of selling on the Internet!

Visit us online: www.motormouthaudio.com

HEAR THE END OF THE SILENT ERA -
See us at BOOTH # 2793C

We look forward to meeting you at NADA.

Again, thank you!

Steve Levin
President and Creator of Motormouth
S.N Automotive Consulting, Inc.
732.544.8027

Jeff,

A big thanks from everyone here at AOM. We will not be attending NADA this year, but we will have a booth at the AAISP Conference in Nashville. We will be displaying our Search Engine Marketing services (SEO/ PPC) along with or new landing page technology and DealerPRO online reporting center.

AOM is one of the fastest growing Search Engine Marketing companies in the automotive space, with a focus on SEO/ PPC exclusively for automotive dealers. Our main objective is to put dealers on the search engine map, and bring them into the search engine revolution! Visit us online at www.AutoOneMedia.com for a FREE search engine analysis.

Thanks again,
Juan Carroll
AutoONE Media
Search Engine Success...Delivered

Jeff, Thank you on behalf of myself and the other "dealer service providers" or "vendors" ( General Agents, OEM, CRM and Aftermarket Agencies) for this opportunity to share our services on your website. There will always be some new and exciting technology or advancement at the NADA Convention in terms of how to sell more cars or maximize profits.

However, what I've found in my 24 years in the automotive industry and it still holds true, the most valuable asset at any given dealership... is it's PEOPLE. We've created America's largest Online Automotive Career Network. DealerClassified.com is helps match qualified Automotive Professionals with Automotive Employers via the world wide web. From Sales to Fixed Ops ...We've got your automotive job search covered! www.DealerClassified.com (404) 213-7196
We look forward to seeing you at NADA this year!!!

Very Truly,
Diane Uzelac
DealerClassified.com

Jeff,

Thanks for the invitation to post our service on your blog.

IMN Loyalty Driver will be at booth 3881C showcasing our latest enhancements to Loyalty Driver, the leading fully managed eNewsletter created specifically for auto dealers.

Loyalty Driver is delivering huge ROI to dealers across the country by helping them create massive increases in traffic to their web sites and sending high quality leads into their dealerships, all while allowing dealers to have ongoing, profitable relationships with those customers and prospects. For example, one of our dealers had 13 test drives scheduled within 90 minutes of his latest eNewsletter being sent!

As many of our customers have told us, Loyalty Driver is simply the best online marketing they have ever done for their dealership. We invite you to visit us at NADA to find out why. www.imnloyaltydriver.com.

Jeff-

Callbright provides call management solutions in the automotive industry and we have lead providers, OEMs, CRMs and other industry related companies as our partners. We provide a suite of products that includes Inbound, Outbound and Broadcast Messaging solutions.

At the NADA, we will showcase our latest enhancements including Enhanced Call Completion, Clickable Numbers and our growing Partner Community.

Cheers!

Jeff

Black Book Online will be represented at NADA 2007. We will be introducing our new ACTIVATOR™ by Black Book® Online program in booth #1555.

ACTIVATOR ™ is a powerful lead conversion program that provides your website visitors with a trade-in value report that provides realistic values that match what the used car manager will be able to offer from an independent and unbiased supplier of vehicle values to new and used car dealers for more than 50 years.

In exchange, you’re provided with the prospect’s new car choice, trade-in, and often a scheduled appointment request. Close rates are as high as 20%.

The New Activator™ Tool Converts Your Transparent Web Shoppers Into Scheduled, Showroom Appointments.

Please stop by and introduce yourself. Our team appreciates your work and enjoys reading your website. We all learn a lot from this site. Thanks again

Jeff-

DealerSocket will definitely be represented at NADA 07. We offer a full solution CRM with exceptional service/support. From the Sales floor and Internet department to Setting Service appointments and automated Customer complaint tracking with eSurvys, as you have seen, DealerSocket is the solution for all dept's in the dealership. #1 Fastest growing company in Orange County, CA, and #43 Fastest growing company nationally! Looking forward to Vegas!

Jeff-

My company and I will be attending this year's convention. We will most likely be in the NADA booth, because we represent their website! We offer a wide array of products and services to OEMs, RDAs, Dealers, and aftermarket manufacturers, so I would point everyone to our website www.jumpstartautomotive.com for details. I look forward to seeing you at the convention!

Great job!!!!

Jeff - I will be there and when I post my blog entry about the show I will be sure to set a trackback to this entry. If you play golf consider coming out a couple days early. I will be getting there Monday before the show. Also, on Thursday HomeNet is going to host a par-3 golf event if you are down. Let me know.