Convention details start on Page 16

Convention details start on Page 16

A Dealer Management System is more than software; it's the foundation for your dealership.

JUNE 2021

J U N E 2 0 2 1 | I N D E P E N D E N T D EwAwwL.FEIARDA.|co1m

COMING SOON

Dealer to Dealer a podcast presented by the

Join host Jason March as he interviews guests and discusses topics important to used car dealers in Florida and beyond. Stay tuned for more details on this upcoming podcast

2 | INDEPENDENT DEALER | JUNE 2021

JUNE 2021 | C O N T E N T S

For members of the Florida Independent Automobile Dealers Association

MAILING ADDRESS 1840 Fiddler Court Tallahassee, FL 32308

TELEPHONE

(850) 385-2712 (800) 237-0448

FAX

(850) 385-3251

WEBSITE



EXECUTIVE COMMITTEE

Jason March

President

Chris Ellis

Senior Vice President

Jim Winterick, Sr Chairman of the Board

Dexter Beard

Secretary

Luis Giraldo

Treasurer

Ejola Cook

Regional Vice President

John Giasullo

Regional Vice President

Brad Joel

Regional Vice President

FIADA STAFF

Lisette Mariner, CAE Executive Director

Terry Myers

Director of Development & Education

Julia Rooney

Membership Manager

Savannah Calhoun Administrative Assistant

Christy Taylor

Editorial/Advertising

POSTMASTER: Send address changes to

FIADA ? 1840 Fiddler Court Tallahassee, FL 32308

(850) 385-2712 ? Call/Text: (800) 237-0448 Fax (850) 385-3251 ?

The Independent Dealer is a publication of:

Florida Independent Automobile Dealers Association 1840 Fiddler Court Tallahassee, FL 32308

The magazine is published every month in Tallahassee and distributed to Florida new, used, wholesale and lease/retail car dealers. Advertising rates are available upon request.

The statements and opinions expressed herein are those of the individual authors and do not necessarily represent the views of Independent Dealer or the Association. Likewise, the appearance of advertisers, or their identification as members of FIADA, does not constitute an endorsement of the products or services featured.

Facebook Friends

Have you "liked" the FIADA Facebook page? It's a great way to stay up-todate in between magazine issues. We posted this video from President Jason March to invite dealers to the last Town Hall meeting.

F E AT U R E S

12 | Selecting the Right DMS

Ask the right questions when comparing Dealer Management System choices to make the right choice for you.

24 | Evolution of the DMS

The used car industry is always changing, and your DMS should be able to adapt with it.

26 | Online Video vs. Television

Video is still one of the most effective ways to reach customers and today's choices are more cost-effective than ever.

28 | Consumer Complaints on the Rise

The CFPB released its Annual Complaint Report and has a lot of information of interest to used car dealers.

DEPARTMENTS

4 President's Message Jason March

6 Executive Director's Message Lisette Mariner, CAE

7 PAC Contributors

8 Back to Basics Terry Myers

10 Membership News 15 Reader Survey 23 HR Advisor 30 Industry News

JUNE 2021 | INDEPENDENT DEALER | 3

PRESIDENT'S MESSAGE

Are You Delivering?

Let the voice of the customer define your value proposition. | BY JASON MARCH

The Oxford dictionary defines

Order Winning Criteria as the characteristics of a product or service that are most important in deciding whether or not a customer will make a purchase. These are the characteristics that positively differentiate a particular product from similar products in the market. Clearly order-winning criteria vary from customer to customer.

OWC (order winning criteria) include things like: cost, quality, speed, flexibility (customization), innovation and information. Historically, dealers would choose one or two of these dimensions in which to compete. It reminds me of the old shop sign that says, "we do three types of jobs."

In reality, our current

customer is asking us

to deliver AT LEAST

three of these

dimensions.

Let me paint

a picture, The

customer sees

a vehicle you have advertised on Facebook-

one owner, clean Carfax, good miles, great

shape. You are advertising that you can take

the customer's info over the phone and set

JASON MARCH FIADA PRESIDENT

the whole deal up over email, text and photos so the customer spends the least bit of time possible at the dealership.

You are delivering three dimensions: quality,

innovation and speed. Quality being that the vehicle

you are selling is in great condition. Innovation is

found in the ability to process the main parts of

the deal digitally and speed with the customer not

having to spend hours in your showroom.

Let's say in this example, a customer contacts you and wants you to sell the vehicle for $1,500 under your advertised price. This would be an example

of the customer wanting you to include a fourth dimension, cost. Or the customer is asking for you to arrange transport for out of state delivery, this would be an example of the customer asking you to offer the dimension of customization.

Now a days, most independent dealers have set up their operation to deliver three dimensions. Our dealership has always tried to hit the dimensions of quality, speed and flexibility. We try and buy a gently-used vehicle with one to three owners. We try to stay away from vehicles with heavy rust or major body damage, and recon the vehicle at our shop both

cosmetically and mechanically in order to fulfill our first dimension; quality.

Speed is our second dimension. We aim to have our customer in and out of the dealership in no more than two hours. The majority of the time we are able to accomplish this goal due to the in-house financing that we offer. This can be a struggle for other dealerships that depend on bank approvals.

Our third dimension is flexibility. Being a Buy Here-Pay Here, we are able to structure a loan with a customer who may be self-employed or have troubled credit. With the ability to customize a deal term to fit the customer's specific situation, we feel that this is an important part of our customer offering.

When delivered well, we feel these three dimensions are enough to satisfy our customer's expectations. For decades, three dimensions were all you needed to keep an upstanding reputation in the area and a loyal customer following. Socrates said, Better do a little well, than a great deal badly.

Many franchise Dealers are advertising an online financing process, home delivery and a price that is

4 | INDEPENDENT DEALER | JUNE 2021

at or below market value. This is an example of cost, speed and information.

Maybe your market is selling high line, luxury vehicles. The dimensions you are providing are cost, quality and flexibility. Your vehicle price competitive, you have a capable, well equipped service department and you are able to provide a loaner car if the customer brings the vehicle in for service.

Offering a fourth dimension can be a challenge. The nation is watching Carvana, Vroom and others try and hit multiple dimensions within our business to capture a piece of the market. Carmax and Autonation are also two large retailers that are attempting to go above and beyond the traditional dealership offering. Home delivery and online document signatures were accelerated by Covid. Now you can have 55 pictures to view, three videos, a 7-day test drive, the ability to shop for the lowest price, get the car delivered, fill out the documents online, and request every piece of information about the vehicle - Carfax, Autocheck, factory window sticker and warranty info.

Customers can have the option of choosing between several service contracts, gap contracts, tire and wheel, key replacement, paint protection, glass protection and more

when it comes to the world of ancillary products. They have the selection of color, mileage and trim package on specific models due to the vast inventory that these online retailers have. They also have multiple financing options for customers with varying levels of credit.

If you look at the reviews for Carvana and Vroom, they are not that impressive. Average reviews, less than a 4-star rating in certain cities. My brother-in-law almost bought a truck from Carvana but toward the end of the transaction, he learned the truck was not going to be delivered for at least three weeks. Delayed delivery of more than three weeks can be a challenge that money alone can't fix. I believe there must be great planning, training, preparation and follow through. Sometimes, you may even have to look at your operation and reconsider what dimensions you are attempting to offer.

Understanding your Order Winning Criteria can help dealerships cut down on time and energy spent working on things that do not align. Looking at your online reviews and talking with your customers can be a great way to determine what you do well and the dimensions that you can improve on. Listen to the voice of YOUR customer. We can't be everything to everyone.

HARNESS THE POWER OF OUR DMS PLATFORM

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Local Branch Offices

Training & Support

? 2021 Lobel Financial. All rights reserved. Member NIADA. PAID ADVERTISING

MANAGE YOUR DEALERSHIP

THE PROGRAMS ARE OURS

THE BENEFITS ARE YOURS

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JUNE 2021 | INDEPENDENT DEALER | 5

EXECUTIVE DIRECTOR'S MESSAGE

What Do I Get For the Money?

Understanding the value of your FIADA membership. | BY LISETTE MARINER, CAE

Nearly every day I hear about

costs going up on daily necessities. The cyberhijacking of the pipeline will increase the cost of gas. The truck driver shortage will increase the cost of deliveries. I even heard yesterday that chlorine tablets are going to go up because of a fire at a production plant in Louisianna. The point is, the cost of living is increasing and for most of us, incomes are not.

Simple math tells you that means that everyone will be looking at their expenses a little closer and deciding where their money will be best spent. While FIADA membership is a relatively modest investment (and, I'll add FIADA/NIADA dues have remained the same since 2013), compared to other trade associations, it is still an expense that needs justifying and I hope that I can do that for you.

Let's start with the tangible benefits. The things that you get with your membership that you can see, touch and put a monetary value on. This magazine is one of them. We send this magazine to members every month and fill it with information that can

better your business and your bottom line. We also follow-up the magazine with our E-newsletter, that provides you direct links for the printed stories as well as timely between-issue info. The FIADA Coupon Program offers over $6,000 of savings on products and services for independent

dealers. FIADA members receive LISETTE MARINER, CAE complimentary (FREE) training EXECUTIVE DIRECTOR at . We published a list

of over a dozen courses currently ready to view and are adding more all the time. The online courses and webinars are in addition to the other free resources available to download at like various federal compliance guides and forms.

have ever paid "billable" hours to an attorney then you know what a savings this is. Not to mention, the value of having assistance from experts who focus on the auto sales industry.

Beyond these benefits, there are others that maybe you can't put a dollar amount on per se, but are invaluable. FIADA is your "seat at the table" in Tallahassee, and through our partnership with NIADA, in Washington. Politics aren't for everyone, but like it or not that is the world we live in. So often laws get written, or vetoed, mostly because of "who you know." With our state headquarters positioned in Tallahassee and our full-time lobbyist Sandra Mortham representing us at The Capitol, the FIADA has built connections with influential lawmakers and has a listening ear with the state regulatory agencies that govern your business. Yes, non-members may enjoy the indirect benefits of these relationships when legislation is passed or vetoed, but you get the full-benefit of having a place to call when you need help.

Another priceless benefit of membership is the networking and camaraderie of members. It is unbelievably helpful to "know a guy" that can help you with any situation. FIADA is that link. Between our dealer members and our associate members, we can connect you with anything and everything you need to run your business well. We have done the legwork, the vetting and sometimes the negotiating for you to create a network of businesses and providers who are reputable and willing to help. Let's also not forget how important it is to be able to talk with other dealers, just like you, having problems, just like you, and brainstorming together ways to solve them and make it happen. It makes me proud to watch our members talk with each other at our meetings and events and see them enjoy helping and learning together.

Members also can call the FIADA office at 800.237.0448 and get help with compliance questions from the FIADA General Counsel. If you

So, what do you get for your money? All of this and so much more.

6 | INDEPENDENT DEALER | JUNE 2021

thank you pac donors!

The FIADA PAC has a year-end goal of $30,000. Current donations total $8,030.00, which is only 27% of the goal. Join the list of other dealers who have already contributed, and help move the needle forward!

Auto Dealers Wholesale B&A Auto Sales of Central Florida

BNM Enterprises, LLC Car Credits CarBucks Carpay

Charles A Krblich, PA, CPAs CKC Auto Haus LLC Drive Nation USA Ferco Motors Corp Fleet Lease Disposal

Florida Auto Dealer School Florida Auto Exchange Co.

Gas Buggies GoldStar by Spireon Inc. GWC Warranty Corporation

Haims Motors Inc J-Linn Motors

Maher Chevrolet Miami Auto Broker Michael's Auto Sales of West

Melbourne Inc. NewGen Motors Next Generation Motors Peak Performance Team Premier Motor Cars Premier Truck Center LLC

Speedway Auto Sales Steve's Auto Repair Streetside Classic Cars The Guaranteed Best Choice Inc Unique Cars Of Palm Beach Vans Cars & Trucks

PAC CONTRIBUTION INFORMATION Mail this form with payment to 1840 Fiddler Court ? Tallahassee, FL 32308

Contributor's Name:____________________________________Dealership/Company:_____________________________________

Street Address, City, State, Zip:________________________________________________________________________________

q Check (payable to FIADA-PAC)

q Credit Card (one time contribution)

q Monthly Credit Card Contribution (until cancel)

q $500

q $250

q $100

q $50

q $25

q $________

Credit Card Information: q Visa

q MasterCard

q American Express

q Discover

Name on Card:_______________________________________Card Number:___________________________________________

Exp. Date:___________________ Sec Code:___________________ Billing Phone:___________________________________

Billing Address:_____________________________________ Authorized Signature:_____________________________________

you can also make a PAC CONTRIBUTION online at pac

JUNE 2021 | INDEPENDENT DEALER | 7

BACK TO BASICS

What Do the Letters DMS Mean to You?

Understanding what a DMS is and does can help you use it better. | BY TERRY MYERS

The acronym DMS can represent

different things to different people. DMS could stand for the Division of Motorist Services, the agency tasked with licensing, educating, and overseeing the activities of Florida licensed dealers.

It can also mean Dealer Management Software, which is a valuable tool(s) designed to help the dealer find the right car and put it together with the right customer for the right amount of money. It also helps the dealer answer the right questions into the right documents so that transactions take place when, where and how they are mandated to do so. When someone from the DMS (Division of Motorist Services), or other governing agency has questions, it helps the dealer produce the desired answers.

DMS, is also the Dealer Management System, and provides the what, when, why and how do I duplicate it if it provides a good result. In this case, the DMS can help make the dealer money!

Properly established and constantly fine-

tuned by the dealer of a successfully operated

business, the Dealer's Management System

helps the dealer identify: What is producing

the desired results now and into the

future. When did it happen and do I see it

continuing to happen in the near term, long

TERRY MYERS EDUCATIONAL INSTRUCTOR

term, and/or certain times of the year? Why did this desired result happen? How do I prepare ahead of time to duplicate it?

Which DMS (Dealer Management System) does your dealership have in place to help produce the legal elements required to meet the needs of the customer, the vendors, the business, DMS (Division of Motorist Services), and other applicable governing entities? Review the sample checklist on page 9 to verify which DMS you have in place and which might you still need to incorporate.

These systems can be and are valuable tools to train and review with employees. Place into their employment folders as proof of training. Should you discover a system you need to improve upon, you may want to investigate the many training tools currently available on the FIADA website.

When you have a Dealer Management System that works, and you train your employees to use it properly, everybody wins!

Not to be confused with a DMS, the DMH can also help your business. DMH in this case stands for Dealer Money Hour, the monthly webinar I host at . This month's topic is "Lien Sale Piracy: Protecting Your Dealership's Vehicle Investment." My guest will be Bankruptcy Attorney Dennis LeVine. If you want to learn about your rights, actions to take and when to take them when it comes to bankruptcy, then go to FIADA. com/webinars and register now.

Need experienced eyes to help you see into today's future? Call the association at (800) 237-0448 and ask for Lisette. Connect with someone who has expertise in the area(s) you would like to learn more about. She can help connect you with me, an FIADA dealer member or a relevant vendor. FIADA members also have access to an industry attorney for answers and/or directions the dealer may need to pursue.

If you are not yet a FIADA member, what are you waiting for? Go to .

Articles are the opinion of the author and are not intended to be legal or accounting advice. The intent is to share thoughts and concepts that help the business owner(s) find new and perhaps revisit, ways to be as successful as they are capable of being. Terry can be reached at (727) 804-7375. Email: TMyers@. Feedback is appreciated and encouraged. Terry L Myers, FIADA Director of Education and Development.

8 | INDEPENDENT DEALER | JUNE 2021

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