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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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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.

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