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Live at Digital Dealer Interbrew Series feat. Bob Gower by PureCars

Live at Digital Dealer Interbrew Series feat. Bob Gower by PureCars

Car Guy Coffee Dec 12, 2023 16 min
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About this episode

Engaging discussions at the Digital Dealer 2023 event highlight the evolving landscape of automotive sales and customer service. Bob Gower shares insights on balancing high-tech solutions with personal touch in dealership operations. The conversation touches on the importance of customer experience, innovative service models like concierge-level care, and the need for dealerships to adapt to changing consumer expectations. With a focus on collaboration and problem-solving, this episode emphasizes the dynamic nature of the automotive industry and the opportunities for growth.

Topics: customer experience high tech vs high touch concierge service dealership innovation service marketing lead generation digital transformation
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Hello and welcome to the Car Guy Coffee Podcast. This digital dealer interview series
is brought to you by our friends and partners at Pure Cars, ben Q Team, MXS, Fixed Ops, Digital and one Data and Analytics at Drive Center. If you want more information or want to partner with the group,
go to carguy Coffee dot com. Let's brew going on par guys and Carles
Rimirez the par guy. He is Brella and our stuff Prime. Here are
we are still brewing solutions on the Car Guy Coffee Podcast over here in fabulous Las Vegas. Digital Dealer twenty twenty three at the Pure Cars Boo with the
One the Only Give That Brother. So we are so excited to do here.
We're so excited to be here. But tell us about the excitement that's
ruined with you and I think that's awesome. I mean you can get to
see what's you and the bark place to see what the best ideas are.
Workshop has been fabulous. Which ones watching you guys have been a lot of
fun? You know? Uh? One of the ones that I'm really interested
in it's like, yeah, because we're in the BBC business, You're like, is it high tech? Is it high touch? Is it a combination?
Aybody's trying to figure that out. I feel good to seeing what's going
on in the shows. You were thinking about doing this whole show at the
lavatar my avatar and see how it looks together. But high touch for that.
Eventually, eventually it'll just be us sitting here doing the show just like this. But the AI that we are actually seeing right now, it is
it's it's opening minds, like we're all trying to think, how do we interact with this technology? But and would have been some of the things that
you've been seeing yourself kind of like surprised about. We're just excited about seeing
with the Hey Dealers, Car Guy, Coffee podcast and Certified Solutionaries are honored to be part of team Thank You. The solutions They've been ruined for you
to acquire more vehicles, advertised merchandise, and manage those vehicles has made them one of the most sought after dealer partners in the marketing. They are one
hundred percent CGC it proved and when you visit them at vink dot com you'll see a whole hill of beans worth of reasons why t thank you. Let's
prove I think that's been brought to the REI spelling. It's going to actually
move quicker over the next one or four years, so you can actually see where it's parting from where it's gone. So I really what we deal with
dealership when they can't do it. So the question is are those customers get
the one high touch? Do they want to talk to you or do they
need Some of them just need to get done. I see areas that I
think we're still struggling being able to communicate with customer properly. I think there
are other areas that we do that we're doing pretty good with with the high tax peas because they want to talk to us. I think every dealership has
to play or your business, even what you guys doesn't. I don't think
it's a one size it's all you know, the a into that. But
whatever size it is, make sure that you get some quardback coffee in it.
But with that, there is there's so much bob that that you're seeing and learning how to grow inside of it. As far as the people that
you've had the chance to run into you while here, what what kind of new connections that you've been able to start A step I think there's some old prints here too, and I think that's great because they're like the Lorrier Halters, Lory Halter, Lori Halter. Guy actually had a simmons On a little
bit ago a box start the path. So I think that there's just a
lot. I love the harvests a long time because it's addict to level A
lot going on there, right, it's real time. Love it is.
I love it's real time. It's like you said, this, this business
is addictive because it's constantly evolving. So if there's somebody who doesn't like to
be bored getting automotive, there's so many opportunities to constantly do something different.
And there's so many levels to this game, like so many levels inside different levelies. So you've got the under side, you got the dealer side,
you got to sell. If there's so many things that are going on,
we have service, we got and we got all the accessories. We have
so many things that are involved pay dealers, franchise and independent. We have
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We can't wait to hear from you, the team, says dot Com.
Back to the show the uaw Right, all kinds of things are involved in this thing to make this up, to make this big machine run.
One kick is off. There's issues. A lot of times. What happens
is that things can fall back. But but I like to think about our
controllables, right, But I like to think about is what can we do that even if the market is jacked up, even if other people are not doing it. Look, speaking of that, what's something that you know with
your business right now that people can apply right now that is totally in the control, something that they don't have to rely on, something that they can actually do work. I think it's customer experience. Ingo, I think you
really look at what's going on today, Customer experience is really important. Dynamic
people. The black cars and service cars are also on Amazon. They're also
doing things themselves, and it's a matter of how easy do you make it for me or how into the visit us and what we're seeing today. One
of the things I'm most excited about see my career path is number one.
You take a look at all the pretention to go b into in this place.
Oh god, you know, we're looking at thirty one to retention over thirteen to ninety six. Enough, after you're done with quarantine, it's pretty
much eighty five percent the first two years I talk to I don't know if any business is sustain that for a long period of time of automotive. But
if you look at that and say, let's do what you guys doing, you know, pick up a deliver naked it that customer has to podcast seven facilities to get to be a way a half hour, an hour to change and then drive back. I'm like, man, that's pretty I'm not sure
if I'm gonna do that. I do know this, if come thick up
my car, give a service, get it back to me, I'm more likely to continue to do business with me if the struggles in between, if I'm a ten and taking me out up the communication skills of the viewership are they getting back to your time. Are they doing? Are they? So?
My fear is they're gonna pick the car up as a cab. You're
gonna train them as a team, and then they're gonna flect you again.
So I think the key today is we're working on projects to allow us go pick up the car. We give on a concier level of work center assigned
to the move next to the dealership, staying up to date with contacting back that customer ain't getting the part customer. So that's a layer that I don't
think anybody's doing today is a concier level service. So we know you were
doing the show so far. We just wanted to quickly remind you about our
partners at Big Stops digit and how they are Automotive's premier service marketing and technology company. Not only crowd sponsors of the Car Guy Coffee podcast, but they
also served as your dedicated point of contact for all your online service marketing related needs servicing dealerships throughout the US in Canada, the mission is to create a better online experience for your service customers while using data intelligence to drive more fixed operations revenue. If you want to take your service marketing efforts to the next
level. Go to fixed obs, digital dot com. Back to the show,
let's go. The second part is the dealers not logistic expert. I
grew up in the score at sixteen years of the score. I'm like,
if you said to me I had to meet from the into today, I'd be like, okay, so I only need how many repairlers am I doing to day at thirty? How many cars can I move? How many cars
do I have? How many people do I have to bin? Thats right,
I think this is what dealers have to get out of the box.
They have to go like, listen, that's really our area of expertise.
Can we outsource that, peas, because what we're really good at is get us car, get it the lane, Let us do our job, let us take care of the customer. Let you guys get at that. And
if we can do that. Because I see the average scoring days only doing
maybe fives of five m it's very truth about. You're saying a lot of
good stuff. I love it because being able to solve that problem and make
life easier for fust sears to us like the next them to the dealership experience.
But for those that don't know what it is that you do that travel connection. Tell us a little bit more about about the business, about what
you're doing and how your solutions for the industry. Great brewing is really a
cool word. So we've been brewing this solution for about their years. So
we were actually the first to bring BBC as an innovation procket place. I
don't know if you guys know that. So we've been so we've been working
on it. It's not so you have to be the seal. Did you
try elevator? It's a it's a process, so it's possibly changing. So
we help source with sales leads, to take leads and turn them into a live conversation with a minute. If not, those customers really don't connect with
their sales department. On service, we take the overflow calls or your plumbing
calls because your short stop. So if you look at what's going on,
since COVID is everybody short style, it's hard to find people, hard to keep them paying a premium. Normally, if you were looking for the BBC
agent, pay tender, calve bucks hour today and funny, how do you scale that? They really do have solutions allow us to do that very affordably,
and if you take a look at it, we take the call off the lane service in the services department time to work with that customer case.
We were just talking Moory and at about walking into a subway. Everybody yells
out from the suffice right, because you know, into some subways they say that they don't mean right, and you're like, I wish they wouldn't even say it. It's almost like because they don't make me feel speciful. It
made me feel like they're checking the box. So the real quiet says,
can you free? Those advisors of them will work you through what you are.
Give them the time back today and to me, that's retach. I'll
come back. I'll buy more cars, I'll service cars. I can tell
you guys. You know it's really interesting. I grew up in this business.
I don't service my art. My wife folks, so she folks,
she wants quick question. Do you know what smart pixel two point zero,
Location IQ and Audience IQ have in common? You know, I do.
They are solutions that our friends and proud sponsors and one Data and Analytics are brewing for automotive and am once again, you're right, my friend, and we want to invite all of our audience to go to and one hyphen Data dot com to see how they can help propel your business forward with the right data insight. Go check them out at m one hip data dot com.
Let's brew. Oh, come on now back to the show. I think
she is gone up to a fifty five mins. I'm a dealer that actually
will deliver her experience she wants. She doesn't mind doing that, so I
drive fast, but she drives fast. I would say seven branded dealers that
are much closer to her service. That's pretty big. Now that dealers just
opened up pick up a delivery, even it's a limited basis, she doesn't have to even me think about it. No own our business fur as long
as they can keep that service you need. I totally agree with you.
I agree with everything, There's no doubt. I love her company. Think
it's prominal and I'm glad that we the last. You're bringing some great things
to it, and I can see you're very innovative, that it's constantly changing, and you're excited about that whole customer service experience and service is big, you know, it's it's it's a big deal because customers they want to be on the base I would. I'll tell you there is a proof out in
New York and ran Brian benstock On they do. They do twenty four hour
service department that doesn't pick up cars up it off. So imagine being executive.
If you're busy, you need your car, you get around, you go to bed at ten o'clock, or you're not get compani cart and they have it in your driveway, return by, or you can get go to work next morning. That's massive. That's during your time where you're you don't
need the partner they see the time. That's a customer service. And there's
no wonder why they're the number one actors for number one all that Stull inrustigation because they do things like that. Yeah, they're in a huge market,
man. They are facilitating some great services that huge market and that's what puts
them way. He was constrained because cars. Let me go out for her.
I need another guy that does a great chot with that, said Roberts.
Oh God, let's go ahead. So he's got mobile service stands out
there, he's got to pick up a delivery. Has the highest retention please
customers, at least in the top know so how do you get there?
You look at your problem and you sit down and figure out what do I need to do? And in most cases there's not a fox out there yet.
And I think that's where the innovation comes on. It comes from.
We're not sitting here trying to figure out why do I need to do next?
We're trying to figure out how to solve a problem. And that's where
innovation comes from. And so on it. Man, Obviously this guy knows
his stuff right. It's the reason why because for so long doing at a
high levels. Brother, we appreciate everything. You're dropping me here. Man,
Folks, what's the best way for them to get a hold of you?
I know I have your email dressing a description of this thing, but is that the best way to get holding to my mobile? Was your mobile
phone? Seven one three three two zero nine four three six. Ohks,
you guys heard the first versus number. Reach out to him if you have
any questions. Right here on the screen you see it's seven to one three
preatures there behind appreciation, You got any questions? He wants to just want
to be Marchjackson. But I can tell you who's got wealth knowledge. He's
seen a lot of things seen the industry flip upside down, going back.
I can tell you well the knowledge we'll get with him, learn more, reach out to him on the cover, send him a text message, but don't send those pics. AM fun with the all though we're in Vegas.
When's in Vegas? Days in Vegas's go? That's right, so awesome.
You are awesome, and it's so awesome that we have the opportunity to hang out with you. So now we're going to make sure that we let everybody
else that's awesome out there drop some bombs with us. And that is to
forgive focus and fly so we can keep throwing all the time. So help
us out as we finish this off on three one two, fly brow growing so much. Everybody gets him. When you're as the car guy and I'm
furthering our subut of your own and you doing spe scenes with the one, the only at you, he'd growing solutions everybody usual

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