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

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  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

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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.

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You can see that the traffic stop here around you know 4 o'clock 3:34 o'clock. And which something we like by the way. Head Porter Javier helps new Hyundai he's up to the bridge. But determining the location of this heavy duty elevator was a challenge during the planning phase of the project. didn't want to an unsightly exterior lift for all to see so. We figured that we put in the blue box this box bearing a big Hyundai logo. You can still see the cars going up and down its visual but it's not an if you don't see any of the mechanics of the list. So that was a very nice clever design when the sun sets up programmable LED system kicks him. Projecting in a of colors against the bridges white background. We have. Design that took advantage of the traffic there's 600000. Vehicles that drive this freeway on a daily basis and we want it to us. Bill that in a way that they remember that there is on the story here so how is this door impacted drivers. Instances of one story in particular comes to mind. There was that element that bought a car from us and he he said I've been driving this freeway for twelve years. And I've never. Knew there was and they store here. And he he then you man and I end up buying a car. NASA says there's a good reason why many drivers zipped by the dealership in the past. This is what it looked like when massive in his business partners acquired the store in late. the eleven we would call it a glorified. Trailer we had to add a couple of trailer just to conduct business while we are designing in that building. This building. It was a big big change. From what it was and what it is today. The same can be said. For the dealerships significant turnaround in sales. The Hyundai store was selling about. Some are around eight to ten cause a month's new cause of months. And now we're currently selling around hundred parts of. The old facility presented another problem. We had a difficulty hiring the right people when we were in a trailer but that hasn't been an issue since the new building opened its doors. It features a massive show room filled with flat screen televisions in plenty of workspace. If you people like. To be here. They will treat your customers rights and we try to. Create the culture that this is your home. A total of 39 employees worked at the Hyundai store in a nearby Chevy dealership. When asked if it is business partners bought them in 2011. Today 105. Employees worked at the dealerships. About a third of those staffers share their time between the two stores. Quite a few jobs that were added to the community. Back to construction. if it is team broke ground on the new Hyundai store in of 2013. Our goal was to. Opened stores before Thanksgiving and we did the project also came in 800000. Dollars under budget. Due in part to win Hyundai serving as general contractor. In in in the house consultant coordinating work on the project. The move gave more control in terms of spending choosing subcontractors. In design flexibility. For example the source conference room looked good on paper. And then when we looked at its. It was too small and we had to redesign it and the ability to have the contractors. Working for us it was we were able to do that fairly easy we had to. a couple of walls and and it was. Done the fifteen year old massive was born in Egypt and moved to LA as a team. He's held numerous dealership positions over the past thirty years. Including market president for about a dozen AutoNation stores in Southern California. He says other retailers looking to rebuild. May want to consider adding the title of general contract. This is my first dealership and this is something that. It's something that every penny counts in the end. NASA believes he's made when Hyundai in Carson a destination. People make choices every day. People make is that where they gonna work where they can five. What are they gonna buy. And our job is to be Detroit's. You might wonder where the dealership groups in came from. NASA for in his team like sports and decided early on that they like to win. Thanks so much for watching we'll see you soon.

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