AutoSuccess addresses the specific, researched needs of new car and light truck dealerships by providing entrepreneurial, cutting-edge, solution-based editorials to increase dealership profits and reduce expenses AutoSuccess, magazine, sales, new, used, selling, salespeople, vehicle, dealer, dealership, leadership, marketing For Similar content visit http://www.autosuccesssocial.com/

1. Don’t Miss the AutoSuccess Best Practices Summit IV, page 4
May 2006
Dealix: Mining the
Best Quality Leads
on the Web
Interview With Vice Presidents Tim
Weaver and Patrick Stanton

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4. Don’t Miss This Event
Dean Evans David Kain Sean Chip Perry Scott Joseph
Vice President of President, Kain Automotive Wolfington CEO and President, President & CEO,
Marketing, Dealix Inc. Internet & BDC Owner, BZResults.com AutoTrader.com J&L Marketing, Inc.
Training Specialist Case Study: New Variable
You will learn: Case Study: How to use Internet Advertising Best Data Print Campaign
- Internet Marketing that You will learn: BDC/Internet departments Practices Management System
generates high quality - Mapping out the best to sell 100 - 500 extra cars increases Dealership’s
a month. market share from 8% to
leads Internet sales process You will learn:
- Maximizing lead - E-mail templates for the - How AutoTrader.com’s top 20% and grows net profit
You will learn: from $170,000 to over $1.6
generation from your best short and long-term - Setup a successful BDC/ performing dealers get their million in just one year!
Web site communication Internet department outstanding results
- Maximizing third party - Phone script elements - Use the Web to promote - Take home examples of You will learn:
automotive sites that turn leads into all your profit centers effective merchandising - Trigger marketing
- Metrics that matter appointments - Use the Web to drive you can put to techniques using customized
showroom & phone traffic Web pages and direct mail.
- Focus on return on - Recruiting, hiring and immediate use - How to increase your floor
investment compensating for results - Sell old stock, vehicles &
parts inventory and phone traffic during your
- Use e-mail marketing slowest days of the week.
to drive more traffic for - A Growth Strategy to grow
your gross profit a minimum
zero cost
of 33%
Darren Haygood Jennifer Al Babbington Chris Hanson Rad Weaver
Director of CRM & Internet
Sales, Lokey Automotive
Picheco Chief Executive Officer,
CallCommand
Award Winning
DaimlerChrysler Sales Person
Red McCombs
Director of e-Commerce,
You will learn: Case Study: “Ford & Toyota
You will learn: Germain Motor Company Dealers today run the risk of
- How to groom your sales Dealer Sells 500 Extra Cars
- Maximize your ROI under-communicating and
Maximizing Your Internet people to be 20-plus car Online”
- Learn how to increase also over-communicating to people a month
your Internet dept. gross Department’s Potential their customer. So what’s - Proven processes that You will learn:
profit the right mix? work anywhere
You will learn: - How we increased our
- To price or not to price You will learn: - Show your sales people Internet sales from 40 to 500
- Stop giving units away just - Core structure: size
matters - Unlocking the potential in how to make, develop and in one year
to gain market share your database maintain Raving Fans
- How to stop selling price - Where you are vs. where - How we tripled our Web
- Understanding the lifetime - A sales process for today’s
and start maximizing ROI you’re headed site traffic through free
value of your customers sales person and customer
- Redefine your used car - Your leads and where they - Specific follow up process marketing
come from - Automating professional &
Internet strategies for sold customers - How we increased out
- You heard the customer, consistent communication
- Turn leads into - Maximizing owner loyalty - Specific follow up process leads from our Web site
appointments, now what? for unsold customers
- Increasing repeat & - How we staff, train, pay
appointments into sales - When follow up is not - How to close over 35
enough referral business and keep great people
- Conduct monthly phone percent of your Internet - How we handle pricing to
- Attitude is everything - Increasing frequency of
blitz sessions leads and increase customer
purchase & spend per visit maintain gross profit
loyalty
Jesse Biter Dave White Ashley Antonio Jennifer David Thomas
President, HomeNet General Manager Internet CRC Director, Paragon
Honda
Lampinen Owner, Subaru of Dallas
Operations, DARCARS CRC Director, Paragon
Case Study: How Automotive Group Case Study: How to Acura You will learn:
proper online vehicle properly train and manage - How to cut your
merchandising can make Getting the Most Out of Your your CRC staff to ensure the Case Study: Key steps advertising expenses
you stand out Internet Department best results possible to becoming an award - How to get more exposure
winning CRC department for less expense
You will learn:
You will learn: You will learn: - Proper hiring practices - Gorilla marketing
- How to work Smarter, not - Effective techniques for You will learn:
- Training methods campaigns that work
- Develop your people
Harder handling the incoming and - How and when to train - How to create free
- Create a process-driven
- How to maximize sales on out-going Internet phone - Who to train environment publicity
the Internet calls - Where training should - Do you know what kind of - How to generate car
- Creating sure-fire be done job you are doing? reviews in the right
processes that will maximize - The importance of mystery - Measure your results publications
appointments and sales phone shopping the - Think outside the box: - How I grew market share
competition Look at what other in the world’s worst location
- Constructive Call industries are doing that
Monitoring works
- Training Incentives - Never stop growing
Experience real case studies and learn best practices that will help your dealership immediately.

5. SUMMITIV
BEST PRACTICES
LEADERSHIP • INTERNET • CRM • MARKETING • BDC • SALES
May 18th and 19th, After our CFO and I attended our first Summit in Nov. 2004, we used the
2006. At the Venetian information to help us form our own Business Development Center. The
information provided by the vendors and dealers enabled us to cut out a lot
Resort and Hotel, Las of mistakes that would have been made without the information. In April 2005
our BDC was officially launched and is now the hub of our entire dealer group.
Vegas, NV In Nov. 2005 the BDC manager and I attended our second Summit. My BDC
manager was equally impressed with the content of the meeting and walked
away with a lot of useful information. I think what makes these two days so
Dealers & Managers informative is the fact that you not only see the applications available in the
Only! marketplace but you also see how they are used by real dealers. It would
take weeks to research this much information. I would recommend any dealer
doing business on the Internet to attend one of these. Thanks again, see you
at the Summit!
Two days of intense
learning. Dramatically Gene Leitner,
General Manager, Norris Honda
improve your results.
Limited Seats,
Register Today!
Case studies from
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Speakers subject to change
Come see special guest
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party, Thursday at 5:30pm at
the AutoSuccess Best Practices
Summit IV
Call today to register. toll free 866.239.3712 web www.autosuccessonline.com

6. The Greatest Destroyer of Business: Fear
8 TomHopkins
How to Write Great Ads
10 ScottJoseph
Fine-Tuning Internet Marketing
11 EricHinkle
80 Percent in 3 Days
12 DavidJohnson
Turn the Annual Review Into Something Useful
14 TomGegax
Mr. John T. Brasington,
70 Plus Years in the Automotive Industry
16
The Greatest Sales Training Tip ... In Life
18 MichaelYork
Time to Tastefully Redecorate Your Office
20 JesseBiter
The 7 Commandments of Selling, Part 1
22 DavidJacobson
BMW MetroSTEP Program and Hispanics Automotive Technicians
24 EdHuzyak
Dealix: Mining the Best Quality Leads on the Web
Interview with Vice Presidents Tim Weaver and Patrick Stanton
26 BrianAnkney
Safeguarding Customers’ Information and Privacy
A Refresher on Safeguards Rule Requirements
28 CharlesArrambide
Driving Multi-Channel Sales Success With E-Newsletters
30 BrianEpro
The First Step of Successful Negotiating
32 JeffMorrill
To Price or Not To Price - No Longer a Question
33 ChipPerry
Everyone Needs Credit Insurance
36 TonyDupaquier
cover 26 Complete Life Cycle Management - How Much Is Too
Much and How Much Is Not Enough 38 AlBabbington
Internet Department Quarterly Performance Checklist
40 DavidKain
Create Employee Retention
42 RogerHerman
Make Women Customers Feel Welcome
44 SkipMerrick
Patrick Luck, Editor & Publisher Brian Ankney, Sales-improvement Strategist
luck43@autosuccessonline.com super6@autosuccessonline.com
Susan Givens, Vice President Brian Balash, Sales-improvement Strategist
sgivens1@autosuccessonline.com bb11@autosuccessonline.com
3411 Pinnacle Gardens Drive
Louisville, Kentucky 40245 Thomas Williams, Creative Director Charlie Tierney, Sales-improvement Strategist
design@autosuccessonline.com cpt2@autosuccessonline.com
toll free: 877.818.6620
facsimile: 502.588.3170 Courtney Paris, Sales-improvement Strategist
web: www.AutoSuccessOnline.com courtney.paris@autosuccessonline.com
helping to promote...
Proverbs 3: 5,6
“Trust in the Lord with all your heart, and do not rely on your own insight.
In all your ways acknowledge him, and he will make straight your paths.”
God is the source of all supply
AutoSuccess Magazine is published monthly at 3411 Pinnacle Gardens Drive, Louisville, Kentucky, 40245; 502.588.3155, fax 502.588.3170. Direct all subscription and customer service inquiries to 877.818.6620 or info@autosuccessonline.com. Subscription rate is $75 per year.
AutoSuccess welcomes unsolicited editorials and graphics (not responsible for their return). All submitted editorials and graphics are subject to editing for grammar, content and page length. AutoSuccess provides its contributing writers latitude in expressing advice and solutions;
views expressed are not necessarily those of AutoSuccess and by no means reflect any guarantees. AutoSuccess accepts no liability in respect of the content of any third party material appearing in this magazine or in respect of the content of any other magazine to which this
magazine may be linked from time to time. Always confer with legal counsel before implementing changes in procedures.© All contents copyrighted by AutoSuccess Magazine, a Division of Systems Marketing, Inc. All rights reserved. Reproduction in
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names be removed by calling 877.818.6620. Printed in the USA. Postmaster: Send address changes to AutoSuccess Magazine, 3411 Pinnacle Gardens Drive, Louisville, Kentucky 40245.

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8. sts fos ls ms sf fis
TomHopkins
sales and training solution
The Greatest Destroyer
of Business: Fear
Fear is the greatest the transaction. You need to come across best interest to proceed, then it’s your duty as
enemy you’ll ever as warm, friendly and inviting. If you truly an expert to convince them that this decision
encounter as a business believe in your products and the quality of is truly good for them.
professional. Fears service you and your company can deliver,
appear on both sides it should show. People are also tremendously afraid of owing
of most business situations so you really money. They may make irrational statements
need to understand them and master how to Smile. Give the client a sincere compliment. or ask questions that seem out of place. They
overcome them. Thank them for the opportunity to serve may even mistrust what you have to say.
their needs. In other words, treat them as you They may want to negotiate fees.
Hopefully, you’ll learn to recognize and would a guest you are honored to have in
conquer your own inner fears. Those common your home. Please realize that it’s simply a symptom
fears most sales people have of not getting of the fear they are feeling about the
enough business, making mistakes or losing The next fear you’ll encounter is their fear of transaction. When you notice something
face will be conquered with knowledge making a mistake. Hey, we all have that one, along these lines, pause in your presentation.
and experience. Being educated and well- don’t we? We’ve all made decisions we’ve You might want to do a brief summary of
prepared to perform in this industry brings later regretted. Since you’re working with what’s been discussed thus far to be certain
about self-confidence. one of the largest investments the average they understand everything you’ve covered.
person ever makes, you must take the time
The toughest job you’ll encounter in business to talk them through every aspect of the This challenge may appear in many
is when you have to help others admit to transaction very carefully. variations, depending upon the negotiating
and overcome their fears so you can earn skills of your clients.
the right to serve their needs. Fear is what
builds that wall of resistance you so often They may stall making any decision to go
run into. There are skills you must master When you’ve ahead and you’ll have to draw them out.
in order to climb over or break through that
wall. But, first, you must understand what
satisfied They may be point blank about it and you’ll
the fears are. yourself that have to sell them on the value of the service
What are the most common fears you’ll
it is in their you provide.
have to overcome with clients? best interest to A good way to handle most fears is to confront
Your prospective client is initially afraid of
you. You are a sales person. I think you’ll
proceed, then them head on, but gently. You might simply
say, “John and Mary, I feel you have some
agree with me that sales people are not it’s your duty hesitation about going ahead with this. Would
generally accepted with open arms—even by
other sales people. Even if you are going to
as an expert you mind sharing with me what it is?” Then,
be quiet and wait for their reply. It could be
help someone you already know — a friend to convince that they’ve had a bad past experience and
or acquaintance or even a relative — when
you enter their lives in the role of a business
them that this are sitting there fearful of having another.
They’re waiting and watching you for signs
professional, certain fears will arise. It’s decision is truly that you’re not like that other sales person.
bound to happen in 99 percent of your
presentations. (I’ll give you a one percent
good for them. Get them talking about their fears so you
can determine something concrete to work.
non-fear situation with your parents or Help them to see how different you and your
grandparents, simply because in most cases company are. People won’t do business with
they’ll believe in you and trust you no matter You are the expert. You know this business. you if they don’t like you, trust you and want
what role you play with them.) You may have knowledge about aspects of it to listen to you. Fear gets in the way of all
that they hadn’t thought of, and if they had, three of those areas.
What you need to do to conquer the “sales their decision may have been different.
person fear” is to master the skill of putting
people at ease. Learn to use a relaxed You must go into every presentation with a
Tom Hopkins is the chairman of Tom
manner and tone of voice. Use rapport- very curious interest in the who, what, when, Hopkins International, Inc. He can be
setting comments and questions that show where, and why of the transaction. When contacted at 866.347.6148, or by e-mail at
them you are interested in them, not just in you’ve satisfied yourself that it is in their thopkins@autosuccessonline.com.
8 www.autosuccessonline.com

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10. sts fos ls ms sf fis
ScottJoseph
marketing solution
How to Write
Great Ads
When you sit down 5. Why is buying a newer vehicle better
to create your next than just continuing to drive what I’m
advertisement always already driving?
ask: Who am I 6. So what?
communicating with?
What problems am I Your promotion, your selling posture,
going to help them deal with? your proposition has to answer a question
that’s already on a prospect’s mind. It has
How would I have the most impact on this to provide a solution or a result that’s big
person? enough, tangible enough and desirable
enough that it will compel them to want to
you are their cure Remember: Your message doesn’t have any take action and contact your dealership.
value unless it makes an impact. Information
or offers alone are not motivating. Unless it So how can you do that?
makes a positive and profound impact, it’s
empty rhetoric. You have to have a willingness to educate
customers as to what their real options are.
People buy for emotional benefit. Think
about it… most people focus on tangible Just telling people what to do and not telling
results like the deal or savings they received, them why they should do it doesn’t give
but most of the truly great rewards are them the confidence that going through the
intangible – like the birth of your first process will produce the result they want.
child, your college degree or winning a
championship match. Develop your ability to put into words what
people want, and build on that. The first
Typically, great rewards are emotional, not thing is to articulate the biggest, clearest
tangible. But most people write ads from a desired result people abstractly feel but never
tangible viewpoint and ignore or forget about had clarified for themselves. Then build a
the emotional. strategy of action they can take.
People have to recognize your offer as Most people don’t know what a focused
a solution to a want or need they feel “picture” looks like until someone shows
emotionally, as well as rationally. Logic them. They don’t even know they’re out of
These kids and doesn’t make the deal, not entirely. You have focus until they get into focus… after you
millions more to compel people on the emotional level. focus the picture for them.
Mary Tyler Moore
International Chairman have Juvenile So if it’s the manufacturer’s job to sell the Connect the dots for them. If you connect
Diabetes, a disease that product and your job to bring the most traffic the dots, it helps them take action and contact
and sell as many vehicles as possible how do your store. Once the dots are connected,
threatens their lives every day. you appeal to them on an emotional level? people will take that first step and then go to
None of them can outgrow it. the next. That’s what leading is all about.
But we’re closer than ever to Some people buy because they are spoiled
from your outstanding service. When I write advertisements I try to
a cure. Please, help us make constantly think of, what’s the next layer?
life-saving research possible. Some people respond because of the emotional What’s the next step to graduate them
need to not miss out on something or to take forward? What am I not connecting for
Call 1.800.533.CURE or visit advantage of something that only an exclusive them? What are they thinking? I try very
www.jdrf.org. group of people will participate in. hard to put myself in their shoes. I wonder
what I would be thinking if I’d just heard
Six Critical Questions to Ask Before You this… and this… I wonder what sort of offer
Do Any Promotion would keep me interested. I wonder where
1. If I were on the receiving end, why my mind would be devoted.
would I want this?
2. Why would I want to take advantage of
this offer at this particular time?
3. What’s in it for me?
4. How will this newer vehicle or offer Scott Joseph is the president of J&L
make me feel better about myself, my Marketing Inc. He can be contacted at
family, my business, my future, my 866.429.6846, or by e-mail at
life? sjoseph@autosuccessonline.com.
10 www.autosuccessonline.com

11. sts fos ls ms sf fis
EricHinkle
marketing solution
Fine-Tuning
Internet Marketing
If you want to increase the latest industry tools can enhance your
Internet department dealership’s performance.
revenue, review your
game plan. Start with Another area in which to look for
the basics first and improvement may be your marketing
then nail down more consistency. Your dealership probably has a
specifics gradually. logo or pitch phrase that gives your audience
quick identification. If your dealership has
The most important and basic things to a Web site, that marketing message should
review are inventory photos. Do you show be included on the front page. Include it
timely photos when marketing online? with every advertisement opportunity. Your
Taking quality photos that are clear and marketing presence becomes your brand
visible will increase the time a visitor will within the community, and consistency
spend on your vehicles. Do a review in counts. Make sure your brand is on your
which you list your inventory. Spend time Web site, online listings, window stickers,
targeting and capturing the online browser. vehicle and dealership brochures, and
Define where your Internet leads are coming everywhere your inventory is listed. Stage
from and appropriate money accordingly. your vehicles for photos and use a logo
Consider changing your marketing routine overlay on each picture. This can provide
to measure your success with every vendor. instant dealer recognition every time anyone
Every online vendor should be able to give views one of your photos. It takes more than
your dealership trending reports, daily lead one photo and basic descriptions to stand
reports, Internet traffic reports and reports above the crowd.
on how you compare to others in your area.
Choose the vendors that provide the highest
Make appropriate adjustments with your level of competencies. Stay away from long-
advertising efforts. Not every dealership term contracts on technology software and
finds success with the largest Web malls. hardware. Computer systems and products
Some sites boast several million unique are upgraded too often to get stuck in a long-
visitors each month. Ask to see the numbers term lease agreement. Get upgrade pricing
from other local dealerships in your area. in writing before making commitments.
Taking an average of leads produced on One-year contracts on hardware should be
a national level may not provide your the maximum.
dealership with any advantage on a local
level. Call around to see how the performance In his book, “Good to Great”, Jim Collins
of local dealerships matches up with claims wrote, “Those companies who turn from
made by company reps. Consider realigning good to great are motivated by a deep
your dollars with other Web malls that have creative urge and inner compulsion for sheer
a strong local presence. Your dealership’s unadulterated excellence for it’s own sake.
location may determine how successful your Those who build and perpetuate mediocrity,
marketing campaign will be. in contrast, are motivated more by the fear
of being left behind.” He goes on to say,
What works for a dealership in California “Great companies artfully manage change
may not be what works for a dealership — but never really spent much time thinking
in Vermont. Considerations for your about it. It was utterly transparent to them.
Web presence dollars should be based on The problems of alignment, motivation and
performance. Every Web mall and Webmaster change just melt away. They largely take
keep visitor and lead counts as a part of his care of themselves.”
or her contracts. Watch these on a monthly
basis to ensure your dealership is getting
the maximum exposure for the money it’s
spending. As the Internet continues to prove
Eric Hinkle is the president of
more valuable, partner with vendors that VinStickers.com. He can be contacted at
enhance their software packages to provide 866.663.9037, or by e-mail at
seamless solutions. Staying current with ehinkle@autosuccessonline.com.
may 2006
11

12. sts fos ls ms sf fis
DavidJohnson
sales and training solution
MEET YOUR NEW
80 Percent in 3 Days
E-PLOYEE... Sales have always your customer, you have to stand out from
been and always will the crowd. I send a video e-mail telling the
be about the numbers. customer who I am and that I have some
WORKS 24/7 WITHOUT A The more customers great news for them. If I spoke with the
you can tell your story customer, I talk to them about the vehicle
SICK DAY OR VACATION! to, the more customers you will sell. they requested, along with pricing and a link
to the window sticker. I have used this e-mail
Internet sales are all about getting the tactic for a while, and I have had very strong
customer off the Internet and on the phone, results.
then into your showroom. It’s simple
mathematics: If you contact more of your Three hours after the video e-mail, I call the
customers you will be able to tell your story customer that I couldn’t get hold of back but
to more of your customers; if you tell your I don’t leave a message. For those people that
story to more of your customers you will set I have already contacted I call to see if they
more appointments; set more appointments got the e-mail then book the appointment.
TIMEHIGHWAY.COM replaces and watch your sales soar.
telephone-based scheduling with The next day if the customer still hasn’t
internet technology that enhances That is what this article is all about: 80 percent contacted me I call them again and leave
the effectiveness and customer in three days. Eighty percent represents your another message: “Hello this is (name) with
satisfaction of your dealership. contact rate. Increase your contact rate, and (place of business). I am calling about your
By scheduling appointments the rest of your numbers will follow. Assume request for information on the (car). I just
directly through your web site, you set appointments with 50 percent of the need to confirm your e-mail address so I can
your customers make confirmed people you talk with and 50 percent of them get this information to you. Again, my name
appointments instantly without call- show with 50 percent buying. Now let’s say is (name) and my number is (number). I can’t
backs. TimeHighway.com puts your you have a 50 percent contact rate and you wait to hear from you!”
service department’s schedule on receive 200 leads a month. That would be
your web site, making it possible to 25 sales a month. Now let’s assume your Call the customer again in three to four hours
schedule appointments 24 hours a contact rate was 80 percent and the rest of but don’t leave a message. Follow up with
day, 7 days a week, from anywhere. your numbers stay the same. That would be another call after 6 p.m., and again, don’t
40 units a month. A simple increase in 30 leave a message. On the third day, send
• Your 24/7 Revenue percent on the same number of leads would another video e-mail saying that you have
increase your sales by 15 units a month. the vehicle he or she is looking for and give
Building Tool the pricing on the vehicle requested. Follow
• Efficient and Simple to Use Since contact rate is so important, how do up with a phone call in about an hour or so to
• Automatic Confirmation, you reach the 80 percent mark? It’s really see if the customer received the e-mail. Leave
Courtesy Reminder, quite simple: All you have to do is work a message that says, “Hello, (name). This is
every customer, even the ones you feel aren’t (name) with (place of business), I was calling
Completion and CSI Emails
worth the effort. I call the customer within to let you know that I e-mailed you your
five minutes of receiving the lead. I let the request on the (car). It is aggressively priced
customer know that the call isn’t a sales call to earn your business, call me at (number)
For More Information Contact by telling them so. This relaxes the customer, to take advantage of our desire to have you
Karen Dillon at 239.438.5359 or and then I confirm their vehicle of interest as a customer.” Then call the customer again
kdillon@TimeHighway.com and e-mail address. About 20 percent of the after 6 p.m.
time you will land an appointment just from
this call. If the customer doesn’t answer the
phone, leave this message “Hello this is
(name). I’m at work right now, give me a call
at (number).” I have found this message to
be very successful in getting a call back.
5633 Strand Blvd, Suite 302 David Johnson is the Internet Sales
Manager at Orville Beckford Ford Mercury
Naples, FL 239.438.5359 If I speak with the customer or not, I send in Milton, Fla. He can be contacted at
www.TimeHighway.com the customer an e-mail. With spam running 866.347.2379, or by e-mail at
rampant and other dealerships trying to close djohnson@autosuccessonline.com.
12 www.autosuccessonline.com

14. sts fos ls ms sf fis
TomGegax
leadership solution
Turn the Annual Review
Into Something Useful
One day two decades objectives assigned during the year. This offs. “Maybe you ticked somebody off and it
ago, I sat at my desk, was largely an overview because I’d been was payback time,” he said. “Welcome to the
flipping through an monitoring his progress during our weekly world of management.”
employee’s annual one-on-one sessions.
review and growing After wrapping up the NTIs, I’d recap and
more frustrated by the 2. Assess strengths and developmental affirm what he’d been doing well: “Overall,
minute. I remember thinking, “Man, what a needs. Joe, you’re doing a super job. You’ve got
waste of time. There’s gotta be a better way First, I’d ask the employee to read me the a great outlook, a superior work ethic and
to do this.” positive attributes he listed in his self- you interact well with others. I’m impressed
appraisal. I’d endorse his assessment, then with your determination to get on top of the
W. Edwards Deming, the father of Total share his subordinates’ laudatory observations: challenges we discussed, like keeping your
Quality Management, said the standard “OK, Joe, here’s what your team members temper in check, clamping down on payroll
review “nourishes short-term performance, had to say. Four of them said you’re really expenses and getting more disciplined.”
annihilates long-term planning, builds fear, caring; three of them say you’re running
demolishes teamwork, nourishes rivalry and tighter, more effective meetings.” Next came 3. Look to the future.
leaves people bitter.” No wonder so many favorable feedback from his peers: “Wow, I’d ask him to read me the career goals
leaders are contemptuous of it. Sitting at a couple of your peers also noticed you’ve — both two and five years out — listed on
my desk, I thought, “These multiple-choice been more empathetic. You must be putting his self-appraisal. If his abilities matched
questions are pointless. What should I be extra effort into that. Way to go.” Then it was his ambitions, I’d help him determine the
discovering about employees at review time?” my turn. I’d affirm everyone else’s positive action steps necessary for him to go from
Four themes came to mind. remarks and compliment him on anything daydreaming to day-doing. If he wanted to
else I noticed over the past year. (Although nab a promotion, I’d suggest a seminar or
1. What’s he done in the past year versus I have a pretty good memory, I’d also rely on mentor, which he’d duly record on his Goals
what he said he would do? the reminder notes I dropped in his employee Activity Report. I’d conclude the Roundtable
2. What’s he doing well that I can file throughout the year.) Review by congratulating him and thanking
reinforce and affirm? him for his efforts.
3. What could he do better, and how can Then it was time to move on to NTIs (needs-
we help him? to-improve areas). I’d say, “Now, let’s review Brad Burley credits the Roundtable Review
4. Where does he want his career to go, everyone’s tips, including your own, on how for his promotions. “I was very comfortable
and how can we help him? you can become even better.” As he read expressing to my supervisor what my
aloud his own suggestions, I’d acknowledge career goals were,” Brad said. “Out of
I figured the best snapshot would require each one with a head nod or brief comment. those discussions, I went from being a store
observations and suggestions from four After reviewing what his subordinates and manager to being a wholesale sales manager
perspectives — the employee’s, his peers had written, I’d share my critique. to being a regional manager. That kind of
subordinates’ (if applicable), his peers’ and We’d then dive into the details and develop upward mobility was built into the culture.”
mine. So I sketched out a Teammate Review action plans to fix what we agreed needed
Form. The employee being reviewed would fixing. If he had a temper, he might enroll in The Roundtable Review is a potent
fill out a form himself and ask five to six an anger-management class. If he regularly developmental tool. So I was upset when a
subordinates and the same number of peers exceeded payroll projections, I’d get the CFO sales associate at our Milwaukee store told
(all of whom I’d select) to do the same. (The to mentor him. For broader NTIs (“Always me he hadn’t had a review in two years. I
employee’s version also asks him to list his running late”), we’d add to his Goals Activity apologized and told the store manager and
career goals.) The anonymous forms would Report his desire to be five minutes early to regional manager who were there with me to
then be submitted to HR, which would merge/ appointments; that way I’d be able to monitor make sure his review was completed before
purge the responses and compile separate his progress during our weekly one-on-ones. the week was out. At the next executive-
results for peers and subordinates. That brand One more check-and-balance mechanism: I’d committee meeting, I brought up the incident
of raw feedback packs a powerful punch. note the goal in the section of the performance and said lapses like that were inexcusable. I
People respect the boss’ comments, but review called “Bring Up at Next Annual asked for a monthly listing of every employee
nothing sinks in like a written self-appraisal Review.” (I always studied an employee’s whose Roundtable Review was 30 days past
and the straight scoop from colleagues. previous annual reviews in preparation for the due. The company-wide memo that went
upcoming one.) out the next day said managers violating our
Armed with this no-holds-barred input, I’d review policy could expect to answer not
then sit down with the employee, his Goals The best employees were realistic about the only to their boss, but also in person to the
Activity Report, and his individual operating review and used it to their advantage. “All that executive committee. End of problem.
plan (an annual list of goals derived from the honest feedback taught me a lot about myself,”
company’s strategic plan). His triple-decker said Hank, a key executive. “But if I had 10 or
review looked like this: 12 things that needed improving, I was never Tom Gegax served as the chairman and
crazy enough to think I could fix all of them. CEO of Tires Plus and is the founder of
1. Review results. I’d pick out the top five and work on those Gegax Management Systems. He can be
We’d briefly check the status of his operating- for the year.” Hank paid particular attention to contacted at 800.723.2601, or by e-mail at
plan goals and any other high-priority the multiple complaints and ignored the one- tgegax@autosuccessonline.com.
14 www.autosuccessonline.com

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special feature
Mr. John T. Brasington,
70 Plus Years in the Automotive Industry
Dear Mr. Luck,
I am writing to you in regards to our anniversary as a GM dealer for over 70 years. My
grandfather, Mr. John T. Brasington known to his friends as Johnnie, is probably one of
the rare and few who have remained as a dealer over the 70 years+. I know quite a few
dealerships have hit the 100 year mark but it is to my understanding that others have taken
over the dealer position during those 100 years. He is at work everyday even at the age
of 94 and sharp as ever. He has customers who are now on the third and possibly, fourth
generation buying cars from him. He always is there to welcome them with a warm greeting
and always remembers how important they are to his success.
He has been through the depression with his business, the wars and the many changes of
GM over the decades. He has great stories about many milestones. We even have a picture
of him in a University of Florida Parade driving the Vice President of the United States-
Alben Barkley (under Harry Truman), Senator Claude Pepper, J. Hillis Miller-President of
the University of Florida, and Florida’s Governor Fuller Warren.
So we put together a huge event to help celebrate this great achievement. GM was on hand
to help honor him for his dedication and service.
The event was held the weekend of March 25th. We had antique cars representing each
decade he has been in business along with a few other fun things. In the evening, we held
a red carpet event for charity which included light bites and a musical performance by
Ted Keegan who played the Phantom on Broadway in the Phantom of the Opera. He was
accompanied by renowned pianist Phil Hall.
Nancy Crapps
John T. Brasington’s granddaughter
Brasington Cadillac and Saab
16 www.autosuccessonline.com

17. John T. Brasington
GM honored John T. Brasington and said he was the longest tenure dealer in GM History. At 94 and starting with them at 23 he has
been in the automotive industry since 1929 though, but with GM since 1935.
In the early days, cars would arrive on the trains partially assembled to be fully assembled at the rail yards. John T. Brasington remembers
going to meet the train in Gainesville on Main Street with another mechanic and building the cars to drive to his dealership.
The first car he sold was a used Chevrolet. The purchase price: A Pig. After all, it was the time of the great depression. He also sold
Plymouths, Willy’s and Desotas.
Top left corner: John T. Brasington; Top right corner is John T. Brasington, David Borchelt - Regional General Manager of VSSM’s Southeast region, and John Orth - Area Regional
Divisional Marketing Manager, Cadillac, Hummer and Saab. Bottom top left - John T. Brasington, Kevin Griffis - GMAC SPB Manager, and Barbara Brasington-Crapps; Bottom lower right
- Great grandchildren Grace Crapps and Porter Crapps. Photography by - Mario Perez of Mario’s Photography in Gainesville, Florida.
may 2006
17

18. sts fos ls ms sf fis
MichaelYork
sales and training solution
The Greatest Sales
Training Tip ... In Life
Well, it’s all come down I need to sell?), and, in general, peruse these little nugget is why you read all the power-
to this. Again this month pages until you have gleaned all the selling packed publications piled high on your desk.
you’ve rushed to the lessons you possibly can. Ready? Get a life.
mail box to grab your
copy of AutoSuccess And then you see it: “The Greatest Sales That’s it. The greatest sales training tip in life?
GON!
Magazine so you can Training Tip ... In Life”. (I could be a little It’s just that: life. Life is bigger than work, just
learn to open doors, close sales, deliver value, more humble with the title, but just play along in case no one’s told you lately. While you and
improve your math skills (now how many do for now.) Get a pen and paper because this your cubicle-mate are wondering who might
be the next one to go if we don’t make enough
sales, how’s life? How’s life for you and those
who care (I mean really care) about you?
VO
“BEST D TED
Note to self: Life is bigger than work.
irect M #1 fo Is that how you’re living it? Whether you’re
ail Adve r both the an owner, manager, selling professional or
(2 years rtising
“BEST S r Compan
pecial F unning) and y” another member of the team, give me a minute
ina to make my case.
by deale nce Lead Prov
ame
rs Like ider”
you! The Evidence
Some of the best advice I was ever given was
some of the simplest. While that “apple a day”
thing was really good stuff, I have to say the
best business advice I was ever given as a
young sales man was, “Work harder on you
than you do on your job.” Jobs come and go.
You’re pretty much stuck with you from now
on (Your spouse is in the same boat) so why
not make it the best you that you can?
Put THE GA When you work hard on you, your attitude,
ME back in
your improvement and your desire to perform
at a high level, you’ll do any job better because
to you you are better. Increasingly, you’ll be seen
r mark as better and afforded bigger opportunities.
eting!
Your real job security is in you, the skills,
accomplishments, good health, smile, etc.
Strategic Marketing Combines the best of BOTH
Mail and Internet Leads that delivers LONG TERM HOME RUN I’ll never forget seeing an e-mail from a sales
results every month. We help you find quality customers that are interested in training company that said, “Well, it’s the end
purchasing and we give you the tools to follow-up and close the deal. Combining our of the first quarter and if life has gotten in the
industry best CLLVPSM direct mail leads and iSMI internet leads, WE WILL HELP YOU way of your goals …”.
DOMINATE YOUR MARKET.
When I read that line it stopped me cold. “If
257
Call us now to start life has gotten in the way”?
93-5
increasing your Stuff gets in the way. Life is what allows us
profits!
00-6
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short-change your life and the things that add
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floor whistling all the while, as your selling
cohorts look on in stunned silence pausing
www.strategicmarketing.com momentarily from their mental rendition of,
info@strategicmarketing.com “Nobody Knows the Trouble I’ve Seen.”
i • INTERNET LEADS • LEAD MANAGEMENT SYSTEM
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*Valid with completion of a 3-month commitment of both CLLVP and Internet leads. I cannot tell you how frustrated I get listening
continued on page 46
18 www.autosuccessonline.com

20. sts fos ls ms sf fis
JesseBiter
leadership solution
Time to Tastefully
Redecorate Your Office
I’d like to start this have your Bible safely tucked away in your outlines workplace laws under Title VII of
month’s article by top drawer, just waiting for some assurance the Civil Rights Act of 1964. Of course,
thanking the many that it’s OK to move it to your desktop. there are the obvious restrictions in regards
AutoSuccess readers Given the persistent legal onslaught that to hiring, firing or promoting an employee. If
who have taken the Christianity faces on a near daily basis, it’s you employ more than 15 people or operate
time to send me easy to see why Christians would be cautious in a state that has stricter standards than
thoughtful and inspiring messages over about wearing their faith on their sleeves. the Federal law, no employment decision
the past two months. Your kind words of can be based on the employee’s views
encouragement mean a lot to me, and I feel Whenever people learn that I have given my on faith or his or her receptiveness to the
blessed to have the opportunity to share my company to Christ, the first thing they ask company ministry. Using Christ’s name
experiences with you each month. There is me is if it is legal. When I proceed to explain in the company mission statement simply
revitalization in the workplace, and it’s great to them that the laws actually protect my does not give Christian employers the legal
to see that the automotive industry is taking company ministry, I get the same response right to discriminate against non-Christians.
part. My hope is that others will realize that every time: “Really?” Americans have Allowing your company ministry to create
using the Bible as your operating handbook been conditioned to believe there is some a hostile working environment is not only
is not only a rewarding personal choice, but a sort of a politically correct brick wall that illegal, it’s not Christian.
wholly gratifying business decision. Christians need to construct to conceal their
faith between 9 a.m. and 5 p.m. The risk “Don’t have anything to do with foolish and
I know there are many Christian business of offending a fraction of our population is stupid arguments, because you know they
leaders and employees out there who are somehow worth diminishing the rights of the produce quarrels. And the Lord’s servant
wary of the legal issues that can arise when overwhelming majority. Well, I’m here to must not quarrel; instead, he must be kind
faith enters a public setting, particularly when say that simply is not true and, believe it or to everyone, able to teach, not resentful.”
it’s your own place of employment. You may not, the law is actually on your side. Timothy 2:23-24
“. . . let us consider how we may spur one The good news is that it’s easy to both serve
another on toward love and good deeds. Let Christ and stay well within the boundaries of
us not give up meeting together . . . let us the law. In fact, if we follow what Jesus taught,
encourage one another. . . .” we should never find ourselves outside of the
Hebrews 10:24-25 law anyway. You are free to pray at work,
hold group Bible studies and openly discuss
Not only is the law on your side but there religious topics with receptive co-workers.
are finally organizations that are committed Just remember that as an employer, you need
to preserving and protecting the religious to permit employees of other faiths to do the
freedoms of Christians across this country. same. You also need to respectfully exclude
One of the most prominent and successful of employees who have opted to not participate
these organizations is the Alliance Defense in ministry activities. By respecting those
Fund (www.alliancedefensefund.org). Since we work with and putting their best interests
its inception in 1994, the ADF has helped ahead of your own, Christians can always
level the playing field for Christians facing avoid legal conflict.
legal opposition from well-funded secular
organizations such as the ACLU. The ADF’s Remember, Jesus taught us to let his light
efforts have helped its allies win three out of shine through. Your job is not to convert
four cases litigated to conclusion, including people, so don’t try. You can share the
more than 25 victories before the Supreme good news just by letting others know that
Court. Other organizations providing legal you stand for Christ. It’s time to tastefully
support for Christians include the Christian redecorate your office. You can start by
Law Association (www.christianlaw.org), placing your Bible on your desktop and
The Rutherford Institute (www.rutherford. praying the Lord sends inquisitive people
org) and the Christian Legal Society (www. your way.
clsnet.org).
Just because you may have the law on your
side, doesn’t mean you have free reign. Jesse Biter is the president and CEO of
HomeNet Inc. He can be contacted at
The U.S. Equal Employment Opportunity 866.239.4049 or by e-mail at
Commission (www.eeoc.gov) clearly jbiter@autosuccessonline.com.
20 www.autosuccessonline.com