News by Brand
Home>Topics>>Dealer Ray Mungenast: 'I'm just the voice'

Dealer Ray Mungenast: 'I'm just the voice'

Get Adobe Flash Player to see this content.
+

Tags:

  1. Dave Duncan1:07
  2. new cars0:40, 3:50
  3. JD power4:32
  4. spending cuts6:03
  5. Lexus1:55, 3:31
  6. Acura1:50, 6:53
  7. fresh baked cookies2:13
  8. Honda5:17, 6:52
  9. market share2:33
  10. Saint Louis1:48, 4:25

Fri, 14 Dec 2012|

The Dealer Speaks With Ray Mungenast

+

Automatically Generated Transcript (may not be 100% accurate)

Hello I'm Leslie Alan welcome to the dealer speaks. As chair of the American international automobile dealers association. -- look at ray Monday it asked of them boys for the import dealer. If the job his late father Dave among -- senior had in 1998. In fact the group's lifetime achievement award is named for Dei -- -- -- But rage and Brothers Dave junior and hurt aren't living in the shadows. They run at 327. Million dollar enterprise. Moving more than 5000 new cars a year. And Raymond and asked -- this part of the business with a simple philosophy. A superb -- -- and good service will keep them coming back. This is the among NASCAR multifamily history wrong and begins in 1934. With my father's birth. -- among get Matt hails from a family that a natural thing blew it needs no introduction. Hi I'm Dave Duncan missed his father started selling motorcycles in 1965. And -- entered the car business. Actually was late 1966. Early 67 we opened our first automobile dealership which was at Toyota story. Don't want -- automotive family now comprises five dealerships. A motor sports store. And collision sensors there's also -- motorcycle museum which honors the legacy of the company's founder. An avid biker who died in 2006. On the lack of the thing who have been 51 year old Graeme mound in -- domain. Stands at fourteen acres in west Saint Louis county. There's the Acura store. And next door a 78000. Square foot Lexus showroom which he opened in 2009. It's twice as big as this all -- -- a nearby. And mountain NASA has gone out of his way to give the place the comforts of home. A TV lounge. A children's lounge. A -- row with coffee and fresh baked cookies. There's also a business loans to keep customers connected. And a fireside lounge quiet free of distractions. All -- a country club feel. These amenities. Are not just for show. The main thing was customer retention and and growth of market share and and also on an equal level was our employee satisfaction. The response. Overwhelming. We opened this building in November of 2000. And kind and it was probably the worst economic time that you could have opened and taken on. Financial challenge like this for our customers responded immediately. Even those times were tough -- during their vehicles and for service and buying you were pre owned vehicle when they could. If it's helped us and we've we've been profitable since they want the story. Cuba -- once service customer who tells the store over free shuttle ride to the mall. She looked around since. Why -- why would I wanna leave this place. Reminded that it was a sign that he hit the mark he had found what customers want in a facility. One of the best ways to retain customers is to have a good service department and here the Lexus door there are no fewer than 32 service -- -- Work twice as many as deep as our prior facility. We do a very good business and our customers are very happy with the so they continue to bring their cars to us even. They have 607080000. Miles long. Would close the ninety new cars being sold each month. Your service -- just don't have the number of service -- that you need so that was probably the single most. Reason for building the new facility. Was a multi -- service drive to receive our clients. And then have the days to get the cars through so customers can bring their vehicles and for service when they want. He says customer service awful means communication. Don't try to sell them everything. Is it immediately just the constant communication about their vehicle. On the day of our visit it was unseasonably warm in Saint Louis we headed for where else the fireside lounge. On the mantle a JD power award a reminder of one of the stores and best practices. Customer follow lot. It's easy to think what we know holly wanna be treated but sometimes that changes. And changes ongoing me too so we followed constantly to make sure that we're achieving. Expensive training keeps employees on tests. A state of the -- training center offers a stunning view of the show room below. That becomes somewhat of a distraction what people are contributors and perhaps. And I can't tell the story of the Monday and asked automotive family or -- mug and ask for that matter. Without mentioning one thing. And that's motor sports. This is a photo of when I was the general manager of or Honda motors works agency he was 28. And like his father a bike enthusiast. He even spent time racing in Europe. And that drives to stay in the game could serve mound -- -- well in the coming years. He says the biggest obstacle facing hit stores in fact all dealerships. I think government regulations and it may get worse before it gets better it's a very competitive market the banks are just now starting -- money. It took to some of the perspective fires again so. That's getting a little bit better but that's been huge challenge to get people financed with a fiscal cliff with a fiscal put these two. And there's the uncertainty about whether automatic tax hikes and spending cuts will hit the US next month. Not a minor concern for a luxury dealer of customers often run their. Owned businesses. The danger of the fiscal cliff is that we are. We are in an economy that is just beginning to repair itself -- it's it's wounded but it's repairing itself. That's on the way back the fiscal cliff could could just knock it completely back down is deeper and deeper as it was in recession. You know just a couple years ago. In February 8 month and half half the gavel plus to AI AEA -- -- now drop. I'm just voice and and I appreciate the opportunity to have been that -- in 2012. And among their -- operation could be growing plants are in place for a new Honda store and an Acura expansion is being considered. Thanks for watching the -- speaks take care.

Related Videos:

  1. Ford’s Hinrichs on UAW Talks, Squeezing Plants for More Cars

    Fri, 8 May 2015

    Well thank you season of talk from the top interviews and Jennifer bond. At this time North America if they profit engine for most automakers. The US auto market alone is poised for a fake three annual sales increase in 2015. This month you'll hear from North American chief who are gearing up for a busy second half of the year. One of those executives is Joseph Hendrix Ford's president of the America. This is suing net posted 2012. Hendrick has spent a great deal of time working to improve Ford's vehicle launches and quality. And it shall hear and those efforts are continuing. All this Ed Henry prepares to address the concerns of the men and women who build the blue oval cars crossovers and trot. It's always a good time to listen to your key stakeholders and certainly our employees in the unions in the key state caller business. The UAW's current four year contracts with Ford General Motors and yes Chrysler automobiles. Expire in September. At the union bargaining convention in March delegates may clear they want higher pay. Andy rollback of the entry level here to pay scale. This summer labor negotiations. Come as Detroit automakers are once again making lots of money. Ford recently reported its 23 consecutive profitable quarter. When you look at it we'd always rather be making profits than not. And it's always a good time to talk about how improved business together both for employees and for the ongoing success the rabbit. Here it says that since when he less fame board has added more than 151000. US factory jobs. In invested more than think the billion dollars in its US plan. Along the way union employees have each received more than 40000 dollars in profit sharing and lump sum both benefit. What we've done together over the last 789 years here in North America has worked for everybody's benefit. Wanna make sure we learned from the past but also maintain competitiveness going forward also make sure all of stickler for sharing in the success of Ford. While hindrance to won't divulge details of Ford's bargaining plan. Some analysts say Detroit auto makers want to keep annual labor cost increases to about their rates of inflation. As for his message to those on the other side of the table. It'll be all about let's listen to each other and find solutions there's always a solution ample pars 12 were defined it and and I'd investments at my jobs were created about Procter and we've had all been a part of this successfully working together. The united with a big part of our transformation here in North America report them in a big part of our future. In the months ahead Henry is also looking to squeeze more products out of the automaker's plan. The Ford brand that's in April record in the U wet for suvs and crossover sales. Despite the fact that company is capacity constrained and several nameplate. Including the expedition and explore in this case. Hendricks telling us quote we're selling August 8 and and Casey's that we can produce. We work and really arbatov supply base and our manufacturing plants to increase our capacities especially in the truck and SUV system which is where the industry has been hot. We don't have any plans to introduce a new plants were working really hard on getting more out of what we have. As a result Hendrix says Ford is getting creative on the factory floor. So especially our truck plants or should be plants have been working on increasing line rates going to tag relief for or working in different shift patterns. Or doing other things cutting equipment to be able to produce more and so far he's been delivering that but how much more. It's hard to get to the point percent out of out of line rate when you've already made improvements but we certainly can get more than 12%. Cameron that ranges and on what plant but product to where we need it. And Hendrick and vehicle that had been rolling out the outline our meeting expectation. Of buyers. In the first quarter of the model year 2015. Quality with that you've ever seen and measured by the data we get. From our customers or contains some very good progress on the quality here in North America. Anything you compare. In recent years the Ford brand of ruffled with infotainment system glitches. Which hurt the marks scores in the highly regarded it JD power initial quality study. But it hit Eric says last year may have been eight turning point. If you look at 2014. In the data all right you have survey that we can you move from 27 sixteen actually works tightly about. Industrial average and the Ford brand Lincoln brand actually made the top ten so we are pleased that progress. Not satisfy the court because they wanna continue to move toward the top and our expectations will be based on the data we're seeing in the quite level we're seeing today though continues to progress. In those kind of external surveys while they were seeing internally. The next IQs study is scheduled to be released in June meantime hit Eric says there's still room for four to grow its sales in the US market. Thanks to low interest rates in dropping unemployment. And the potential for wage growth nationwide. They were watching both the US news and.

  2. Smart Use of Phones, Sales Teams Lift Wash. Stores

    Wed, 29 Apr 2015

    Our best practices series continues I'd Tom Moore back. In our last installment we talked about the value of face to face discussions at Auburn Volkswagen just south of Seattle Washington. And that theme of exchanging information. Carries over to this report. Today we're heading north of the emerald city to check in with two dealership groups. At Dwyane Lane's family of auto senators many of the group's top communicators are greeting clients in this service drop it. But will begin at Hyundai of Kirkland and Ford of Kirkland. That's where employees and customers are spending time together in front of a camera lens. It's all in an effort to grow the companies fail. When you buy cars not just playing carbon divine relationship. And dealer Jim wall and says those bonds begin to blossom immediately after the sale. Is the coolest and I regret that. Eight. It again this time. Mind you are. About six months ago Wallin teams started using the Smartphone cameras to capture happy customers during the delivery process. The chronicles of form and it makes the relationship special. Employees quickly post the pictures and videos to the group's social media platforms. And they. Dropping leaves. Staffers also use the hash tags FO OK for Ford of Kirkland and H okay. For Hyundai of Kirkland to help users find messages with dealership. In the of course our customers are invited to then take that picture isn't so pencil in his car and the viewership fluent background. And cheer them on their social media with their friends and and so forth and again does that answer grams is there. Twists of them pounding. Integrate with social media is that winners FaceBook. With almost covered including of course the YouTube approximately 50%. Of buyers pose for the camera. We have something that they can share with their friends they can see themselves and you know. There and with my new car and there's a chance part of the sales process was handled on this a Microsoft surface tablets. Let's talk computers. I've become. Ups and it seems like in a matter of months these things so late last year wall and said he'd split the cost of the tablets with staffers. Roughly 300 bucks a sales employee can purchase of surface for use at home. And work. Who have business development and ensure that. Says that the basic parameters of what we'd like to see which answer might have wallet is seeing increase productivity in the show world. You can have interaction in any way you won't customers so there immediately connected to the Internet and we run them through about 12100 vehicles and unused and you know where that vehicle might be located. Description of the vehicle. What's coming in. That part of it taking the moon. Please some pressures fifteen of 45 sales employees are toting the tablets. Now from the show room to service and that. Tunneling is president of Dwyane Lane's family of Ottawa Senators in Everett Arlington and seeing globally. He was recently discussing growth plans with his team. As you know we have a lot of people and our service drive puck we're not capturing those people that are automatically coming in fifty to sixty people a day during one month. Vehicles coming in for service averaged 70000. Miles on the odometer. So those people need a car. And they know where we are they drive our brands and they like doing business with so late in decided to approach service customers differently. They realize that the best service advisor in the world is probably not your best salesperson your best salesperson will probably who would be your best service advisor. And so we. Mandated and schedule. Our sales staff into our service drive it as as breeders' lane says it is time well spent. Finally after asking people to do it for a long time we finally tied to their compensation plan and rewarded them positively. For doing that for spending time inside powers are mr. And our reasoning was to sell more cars because of I did have a sales who has trained. To meet and greet and inquire and qualify. He kept a customer on the on the sales lot and why can't they do it. In the service plane and preparing them for their service experience after welcoming service customers and offering them a lot today. Sales staffers often asked the question. What are your plans for this vehicle. What we found out is that there's a lot of people who come into a service department but will kind of stay away from the showroom floor because it's not their favorite experience. And this allowed us to break down those walls. And find the customers weren't looking to do something and they were just asked in an unassuming friendly way and it's led to a number of our deals. Lane says there is and other benefits of integrating the sales team in the service. What that did for the service advisor by the time the consumer. In the service customer got to their service advisor. Appointment there was no adversary relationship. It was welcome we are gonna fix this they're happy with their coffee they were relaxed. Six months into the process. Lane is seeing benefits across the war. My hours Ferraro. Without any other real changes other than effort and focus always on your hours Ferraro and injured and your customer experience. If it's gone up about four tenths of an hour. So we we liken to that just to the customer experience and that's the major change that we've done is that greeted by the sales staff. So we think that is quantifiable about four times now. The new core business pressures up about 25%. Are new car business the last six months is up about. Thirty to 40%. Lane says sales consultants now have a greater appreciation of the volume of customers who role in the service. Especially during the morning hours. He says employees in both departments truly values this program. Many thanks for joining us we'll see you again soon.

  3. Brembo CEO on N.A. Growth

    Fri, 17 Apr 2015

    Global sales at Italian brake maker Brembo grew 15 percent last year. And the biggest market for those brakes is North America, led by Daniel Sandberg, 55.

  4. Valet Car-Hauling Program Fills Service Bays

    Thu, 12 Feb 2015

    Welcome to a new season of best practices. I've Tom Moore back. Throughout 2015 will visit dealerships across the country showcasing innovative techniques taking place both inside. It outside of stores. And will begin our track in Dublin Ohio near Columbus. Many big firms are headquartered in Dublin including Cardinal Health Wendy's and Stanley steamer. According to the US Census Bureau from 2009 for 2013. Dublin's median household income was it had over 113. Thousand dollars more than twice the state average. Wire we disgusting these demographics. Well there is a thirst for iconic cars in the region. That's where the sixteen franchise mid western auto group or bag fits it. Over the years bag this whole mainstream vehicles such as many ups and volkswagens to its customers. Many of them grow into more luxurious BMW's. And Audi. And some graduate too exotic cars we're talking Aston Martin's Bentley Lamborghini. And more. And as you see mag is intensely focused on servicing those super cars both now in in the future. So the growth is opening its doors in two key area. First to high school students who are eager to become technicians. And second. High line rides themselves. I love this job it's. Like that like I've said before it's like an amusement park it's a new ride every day. On this frigid February afternoon. How low key is getting behind the wheel of an Aston Martin DB. He carefully accelerates the gas didn't creeping over a fresh blanket of snow. Moments later O'Keefe pulled over to ramp of a long car carrier. Positioning his head outside the driver's side window hope he pulls the pricing automobile inside. No room for error here the worst. Ignited burning car that we have is the leverage any event adored that cleared on that cars are very slim between indoors you have inches between each side. It can get loans to Iraq. Once loaded O'Keefe hops in the truck in transports service cars back to their owners. He also that's your experience he rides that he'd oil changes in other maintenance. It's all part of megs of ballet program for highlighting driver. They. Tried to keep these cars beautiful life they are. So that's what we strive to do for them to keep things nice as you can see you mid western auto group uses covered car hauling trailers. And there are few good reasons why. You know gets no rain bird dropping acid rain. Stone chips. Anything hazardous dropping off of other semis. And open carrier court sure. Open to any of those road hazard. Begged general manager Barry Lester says the group charges a 250. Dollar fee for each round trip. That's on top of normal service does it costs. Since debuting in the valley program in Dublin in 2009. The number of monthly pick ups and drop offs has doubled to nearly sixty. And meg recently added a second carrier they have driver to handle the increase in business. The program is now offered in more than five states. It's word of mouth pretty much most of these people talk to each other. And you know it's been well well I communicated up amongst the high line customer. Fixed operations boss Bob crow shores is the service program. Is luring new car shoppers from other regions. Maybe wouldn't buy a car from us. Because it too far away. Now we have transport services easy for them to do business that makes a big difference and the ability to sell cars that are maybe in Cleveland or Indianapolis or even removal because it's easier for them to do service office. Bags sold 3900. Knew it used vehicles last year. A 15%. Jump from 2013. In the service department is hopping. Filled with porches must erotic Bentley Ferrari in Lambert. Mean since the inception of this or service department has game in the last four years. Periodically by your about 13% per year so. If you put that in a four years they were up about. 52%. Over the last four years in service gross and parts so a good job. Lester says recruiting and retaining service staffers is a top priority. We have 225. Employees here at this facility now. In. 65%. Of those or after sales technician parts and service so about three years ago. Bag develop a service apprenticeship program. We have kids coming here from high school. Around between one to a clocked at working before 5 o'clock in the evening. After you're done with their classes soul and more pain and means there's so you're earning a paycheck in. Some tenure here high school senior Johnson Cuevas. You learn so much more hands on me do actually have school. Pulled out dollar. On this day John C is working alongside certified portion attack and mentor Nicholas abundant ball. It's very important to feel pass on the knowledge to younger. Not that get passed on every Angela dial off there'll be. History anymore so far seven apprentices have been hired as tax. Back to the man who helps keep the base busy most of my customers. Well first name basis Tom OK you've had some amusing wrote stories. One was entered customers' card back and got cornered in a car for about a half hour by three of his dogs. And they didn't quite like me being on the property whole or you're able to resolve it. The current client got his daughter on the phone we've but the phone on speaker he talked to the dogs they went McGraw played down I was able to walk out of the driveway. Good hail in the Tom is proud to say he's never had a payroll deduction due to a scratched or dented car. He's not looking forward of one. Thanks so much for watching everyone will see you soon.

Advertising