OEM support?!?

[subi101]

So we get these daily/weekly emails sometimes asking for detailed information that needs to be in by a certain time. It is quite irritating for my sales managers to be harassed on a saturday about traffic, marketing efforts, and appointments. We also get emails informing us that appointments lead to sales and that we should be making sure our salespeople are following up and setting appointments. Really cutting edge stuff. Come on GM! Is everyone else getting such emails from OEMs? Maybe I'm just jaded by the lack of real support and unfairly irritated?

Here's the email. Looking forward to feedback!

Good morning, Team

Please respond to this e-mail (or text message) with a summary of your dealership business update by 5PM today. How has your business been this week, how many appointments do you have for the weekend, what are you doing to drive showroom traffic, what’s working and what’s not working?

If you have any questions, please let me know.

 

[GrantG]

Sounds an awful lot like your District Sales Manager is trying to get a pulse on the market and thinks they can increase sales by reminding people to do their jobs. My DSM does a similar message in an attempt to make sure dealers are not playing the RDR game and sitting on everything until the last minute. Remember, they get paid based on district performance.

Then again, it's still annoying!

 

[cmjerry4531]

Thankfully I never got texts like this at the dealership I worked at. They really want you to build reports for them on a Saturday??

 

[Jeff Kershner]

I like the question - "what’s working and what’s not working?" What the hell is that supposed to mean? Such a general question. Sounds like a noob to the position.

I can understand your District Sales Manager wanting to have an idea of traffic performance at the dealership(s). As I'm sure their monthly take home and bonus income is directly impacted.


However there's got to be better way around obtaining these numbers. I can't imagine relying on the dealership sales manager, especially during a busy day, to report back daily performance by email to be the most accurate and efficient way.


Unfortunately, it's usually in your dealerships best interest to play nice with your OEM/District Sales Manager in order to get your back scratched when it's needed - vehicle allocation.


At the very least I would set up an automated report in my CRM with the month to date and daily traffic / performance stats. Have the report set up to send to your District Manager each evening - automatically if you can. Of course garbage in - garbage out, of your CRM. Either way it's gotta be better and more accurate than keeping a paper log.

Sometimes it's better to play along rather going against the tide. And lets be honest, if you're tracking what you should be and the sales reps/managers are utilizing the CRM the way they should be - this information should be right at your finger tips.

 

[subi101]

Thank you for the responses!

Definitely a noob. Definitely trying... but it is quite difficult when the things we ask for, concerns we have, and the details we request as not addressed because of what they want to focus on which to me is incredibly basic. I understand that they have goals to meet and are paid by performance... but so are my sales managers who have to waste time when she visits on a Saturday to ask these silly questions.

OF COURSE they know that salespeople need to follow up and that appointments make sales. Really? I mean... REALLY? I sound terrible, but we've been patient and I've tried to make them understand, but she says its coming from the top. I don't mind helping newbies get the lay of the land, but you're hurting not helping... you know?

Automated reports are a great idea. I will definitely try that. But they also want what our marketing spend and "marketing strategy is going in for the weekend" . Umm... not any differently than the last weekend unless it's a holiday? Should we really have to talk about spend and buys and traffic every day? Seems a little much. I know, I know... play nice... allocation. Just frustrated is all.

 

[Rick Buffkin]

But they also want what our marketing spend and "marketing strategy is going in for the weekend" .

They want your marketing spend??? WTF....

Why is this of any concern for the DSM? So they can help the under performing dealers in your area??? This is serious micro management. Why does a DSM need to know how many appointments you have set up for the weekend and why in the world would they need a report for this. What are they going to do with the data?? Sooooo, if on thursday you have 10 appts for Saturday, is the DSM going to come into the store Friday, make some phone calls and try to help the store set more appts for Saturday??? I think your being pretty nice about it. Me personally, I'd be pretty pissed off about it. That's just me though. I think they should be more concerned with helping you get more of the right metal so you can move more metal. Not trying to figure out what your weekend marketing strategy / spend is or how many appointments you have for the weekend.

 

[Eley Duke]

Let me guess, this is your Buick GMC rep? Somewhat the same is going on down here in Hampton Roads. Sales are off across the LMA, so they are, as mentioned, trying to get a pulse for what is happening and what dealers are doing. Their butts are on the line too, and remember they are the middle people relaying info up. But yes its still annoying.

I agree, why do they need to know some of this info, if they asked this all the time and did something useful with the info, it might be beneficial to all. However, they only do so when things are real slow. As Jeff said, you got to play nice with the factory people. Give them what they want, and asap if you can. They will remember who did and who did not. Yes, its a pain, but they can be a bigger pain down the road one day when you need something from them and you want it asap!

If they want to feel the pulse, they should ask for a weekly traffic update submitted by 11am each Monday. That wouldn't be so hard. Our GM rep here use to do that and shared the general results with the entire LMA. But as for your marketing for a particular weekend, that's just them wanting to see what you are spending being nosy since things are slack. In the past at times when they have done large events they have required a "plan" from each dealer. That was a pain! They are nervous since market isn't moving like they want so they want to see if your helping as well or riding on their marketing.

Subi and Rick, are you seeing good success with the GM Black Friday Sale?

 

[ddavis]

And you are complaining? That used to be a phone call on Saturday.

The only people that think factory people are knowledgeable about retail are factory people.

 

[subi101]

Rick, EXACTLY! micro-management is necessary in certain conditions, I have had to resort to it to set a foundation... but the region isn't having a problem with our foundation... we're having a problem with GM traffic. period. Fix the problem, don't remind us to call all 5 of our GM leads. (Okay, slightly sarcastic... but I need to make the point here).

Eley, Yupp.. you're right on the money! I have been patient and trying to educate as we went along. Her idea of how we should move that needle is to do a mailer with a key on it... really? I know it is just as difficult for them, but there are limits. I certainly play nice and get the info to them, but when she STOPS in on a Saturday to demand my sales manager's attention and this information and/or tie them up taking about IVCs and SFE stuff for 3 hours at a time... it can be ... too much...
And Black Friday was A SUCCESS. We needed to get the needle moving and did some creative thinking... It worked! And we did it without a mailer! How about you guys?

Doug, the phone calls and visits are there too. On fridays and saturdays as well.

Sheesh... but again... playing nice is fine. Those of you who know me, know that I am not one to create controversy or raise my voice unless absolutely necessary... I'd rather educate, inform, and debate than argue, but I'm thinking a little louder voice or stronger message needs to be relayed here.

 

[Jlewis74]

Has this person not been in the dealership working in the past 10 years???? I mailer with a key on it?? They should know how many leads are coming through GM channels without asking you which would give them a good pulse if their marketing is working or not. What you are getting through your own efforts really are not their business. If they want to know your spend, they get a FS each month from you.