Gone very quiet
Discussion
RayDonovan said:
okgo said:
I’m obviously now the sort of person I would have been serving as a dealership all those years ago.
I wouldn’t dream of wasting a day trawling dealerships. I’d book test drives online and turn up when it suited me. Aimlessly walking about isn’t really something many folk of a younger age would do I think. Some will, and of course seeing things in the flesh is useful but it can be streamlined and indeed has. I’ve spoken to most of the big dealer groups via work and they’re all on the same mission. Digitise and essentially turn the automotive experience into what you’d expect from a digital service.
See Tesla for reference. I've got a test drive booked next Wednesday. Used an online form, the test drive appeared on my Tesla app and I uploaded front and back of my driver's license. You turn up, drive the car and they follow up with a online questionnaire.I wouldn’t dream of wasting a day trawling dealerships. I’d book test drives online and turn up when it suited me. Aimlessly walking about isn’t really something many folk of a younger age would do I think. Some will, and of course seeing things in the flesh is useful but it can be streamlined and indeed has. I’ve spoken to most of the big dealer groups via work and they’re all on the same mission. Digitise and essentially turn the automotive experience into what you’d expect from a digital service.
I don't wanna be faffed over, given numerous finance quotes or indeed drink their coffee. I wanna drive a Tesla Model Y to see if I like it or not.
The whole facing part is still exactly the same. And you still have a person likely double checking you are who you say you are, checking ID, handing over keys.
So what had this entire ‘online’ bit saved?
If anything it’s pushed a bit if clerical work across to you and freed up a secretary at their end a bit… while needing techies looking after the tech side.
So has it really saved Tesla loads of money or not?!
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
okgo said:
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
Except they don't.That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
Digga said:
okgo said:
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
Except they don't.That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
See also typical ERP implementations
skwdenyer said:
Digga said:
okgo said:
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
Except they don't.That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
See also typical ERP implementations
Frimley111R said:
skwdenyer said:
Digga said:
okgo said:
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
Except they don't.That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
See also typical ERP implementations
Digga said:
Plus, it is top-down, both from the POV of the dealership staff - pawns who have to use whatever systems the management whizzkids (or VC/PE megacorps) dream up - and also the customers, who aren't even given the courtesey of managing/replying to these broadcasts to update preferences and ownership.
It's the VCs and PE groups driving a lot of the bad experiences IMO in their quest for returns after being sold 'the dream' something along the lines of what okgo posted earlier. One dealer group named after a road intersection was rather good until it was sold to PE not so long ago. Now it is so dire on every level with every brand they sell that I wouldn't touch them with a barge pole.It’s worth saying that many are early in the journey - but it’s all happening slowly. But yes, being blunt, it’s held back by old school thinking which automotive industry is full of. Old blokes resistant to change.
But new staff coming in and challenging that and we’re seeing progress slowly.
But new staff coming in and challenging that and we’re seeing progress slowly.
skwdenyer said:
Digga said:
okgo said:
It’s much deeper than that.
That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
Except they don't.That’s as you say just some booking system but behind the scenes at the big dealer groups they’re linking everything together so all departments know who you are, what your car is and when to sell you things and automatic triggers, AI generated next best actions based on your behaviours on their website(s). It’s quite interesting stuff.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
See also typical ERP implementations
The IT and promise of all the virtual stuff has to at some point align with reality, with tangible things, with real events, and at that point humans come into it.
“Computer says no” can still reign supreme.
okgo said:
It’s worth saying that many are early in the journey - but it’s all happening slowly. But yes, being blunt, it’s held back by old school thinking which automotive industry is full of. Old blokes resistant to change.
But new staff coming in and challenging that and we’re seeing progress slowly.
I worked in a Renault dealership 20 years ago. I left after 6 months as had soon realised that the whole industry was a huge dinosaur. But new staff coming in and challenging that and we’re seeing progress slowly.
In one example I proved that spending £10k a week on local papers was not working at all but we could spend £1000 a week and dominate AT magazine, which was everyone went at the time. Despite it being a no-brainer decision, no-one wanted to do anything different! Nuts. Huge staff turnover and dealers still putting balloons on cars when it was 'sale time' like it was 1975.
okgo said:
The tangible thing for one of our clients was firing a load of staff in a call center. Sad but true.
A guy who I do some work with sold out to a firm who, in turn were bought by PE. Won’t saybfield, but he’d grown turnover, staff and profit and the PE the cut service staff and wanted growth…. Instead they lost clients at a rapid rate.Digga said:
Except they don't.
I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
I received service and MOT reminders by post and email from Bell & Colvill for my old McLaren 570GT, despite them at the time having my current 720S in their workshop. I'm getting MOT reminders for vehicles long since off our fleet from both VW and also Land Rover.
IME most dealership staff don't know their own arse and a hole in the hedge, let alone their product range.
The system is only as good as the data you give it.
Frimley111R said:
I worked in a Renault dealership 20 years ago. I left after 6 months as had soon realised that the whole industry was a huge dinosaur.
In one example I proved that spending £10k a week on local papers was not working at all but we could spend £1000 a week and dominate AT magazine, which was everyone went at the time. Despite it being a no-brainer decision, no-one wanted to do anything different! Nuts. Huge staff turnover and dealers still putting balloons on cars when it was 'sale time' like it was 1975.
Local paper would be taking out the key dealership staff for decent meals & plenty of booze is my guess.In one example I proved that spending £10k a week on local papers was not working at all but we could spend £1000 a week and dominate AT magazine, which was everyone went at the time. Despite it being a no-brainer decision, no-one wanted to do anything different! Nuts. Huge staff turnover and dealers still putting balloons on cars when it was 'sale time' like it was 1975.
wisbech said:
Local paper would be taking out the key dealership staff for decent meals & plenty of booze is my guess.
Absolutely this. I spent a miserable 6 months working in sales at a large Land Rover dealership in Kent. The schmoozing between the DP and the media sales person was comical. Long lunches and overtime flirting were the order of the day. Still, we had some lovely spreads in the local rags...SIMON67 said:
wisbech said:
Local paper would be taking out the key dealership staff for decent meals & plenty of booze is my guess.
Absolutely this. I spent a miserable 6 months working in sales at a large Land Rover dealership in Kent. The schmoozing between the DP and the media sales person was comical. Long lunches and overtime flirting were the order of the day. Still, we had some lovely spreads in the local rags...
"Hello, Peter Knocers speaking. No, I'm on the other line at the moment. Waht? No Jean< Ihaven;t had the chance yet. For f
k's sake woman...."SIMON67 said:
wisbech said:
Local paper would be taking out the key dealership staff for decent meals & plenty of booze is my guess.
Absolutely this. I spent a miserable 6 months working in sales at a large Land Rover dealership in Kent. The schmoozing between the DP and the media sales person was comical. Long lunches and overtime flirting were the order of the day. Still, we had some lovely spreads in the local rags...That is how advertising works even at the highest levels, right to this day. It is still a relationship sell and the wheels are greased by booze and lunches. Took a fair few clients skiing over the years too. I had a fairly kid level role and even then had a vast expense budget at my disposal each year.
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