One of my favorite things about the automotive retail industry is its collaborative nature. With a “better together” mindset, members of our community can learn from one another and put innovative best practices into action, making a positive impact on their dealerships and beyond.
That’s exactly the spirit behind the Automotive Amplifiers Contest.
The Automotive Amplifiers Contest is a celebration of the top-performing dealership employees who are turning new ideas into meaningful results. This year, two dealership leaders were recognized for finding creative solutions to everyday challenges.
Here’s a look at their innovative and impactful ideas and how their approaches are making a difference!
Building a Fully Remote Finance Department
When BMW of Pittsburgh’s finance team didn’t have the bandwidth to keep up with deal volume, Chris Lasko, general sales manager, realized a new process was needed. Relying on in-store financing not only couldn’t keep up with their large workflow, but it also created coverage gaps regarding vacations, sick days, and busy periods. This naturally slowed down deliveries and disrupted the customer experience.
Rather than simply adding more in-store coverage, Chris took a different approach. He transitioned the dealership to a fully remote finance mode, separating the finance experience from the vehicle delivery appointment. This has given his customers more flexibility and allowed his sales team to focus on vehicle delivery. It also creates a more streamlined, predictable process, thanks to clearly defined handoffs and next steps for everyone involved. Customers have responded positively to a more convenient experience, and the dealership has seen improvements in paperwork quality and finance performance.
Across two brands, Chris has seen the following results:
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Backend gross per vehicle increased by $452.
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Product gross per unit more than doubled from $601 to $1,264.
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The number of deals with at least one product increased nearly 20 percent.
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Products per deal rose from 1 to 1.6.
What started as a strategy for solving a temporary operational need has quickly become a staple at BMW of Pittsburgh — one that Chris can’t imagine living without.
Leveraging Video to Build Stronger Connections with Leads
Like many dealerships, getting online shoppers to respond and engage was a challenge for Volvo Cars Bellevue. Traditional text responses weren’t cutting it when it came to establishing a connection or giving customers a reason to take the next step.
Randy Carlton, general manager, saw an opportunity to make lead responses more personal: He created a process where his salespeople send every lead a personalized video walk-around of the customer’s vehicle of interest, along with an introduction to the salesperson who will be helping them. These videos have helped establish trust from the first interaction by letting customers see both the vehicle and the person they’ll be communicating with. Randy’s solution sets Volvo Cars Bellevue apart from their competition and makes it easier to move the conversation toward an appointment.
The results of this new process were staggering:
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Volvo Cars Bellevue has increased its lead response rate by more than 300 percent.
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They achieved a lead-to-appointment ratio of approximately 70-80 percent.
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The dealership has also seen significant improvements in CSI scores.
This initiative required the sales team to get on board. While the dealership was implementing this process, Randy emphasized why the personalized videos matter and explained how stronger engagement with leads can translate into more opportunities and income for the sales team.
Randy sees this process as much more than an introduction. For him, it’s a chance to build trust with the customer right off the bat.
Amplifying What’s Possible
Chris and Randy are perfect examples of how a willingness to rethink familiar processes can create meaningful results. And their willingness to share it with our industry helps inspire others to do the same.
In his presentation, Chris left us with a lasting message for any dealer looking to find innovative ways to move their dealership forward: “Successful change starts with communication. Defining responsibilities, establishing expectations, and making sure everyone understands the process can make even the most significant operational shift feel seamless.
