Author Archive

Brown Daub Kia

3600 William Penn Highway, Easton, PA

Rob Lakey, left, and Kyle Arcury, sales managers, with Matthew Dancsecs at Brown Daub Kia.

Rob Lakey, left, and Kyle Arcury, sales managers, with Matthew Dancsecs at Brown Daub Kia.

 

Dealer principal:  Tom Daub

General manager: Gary Lee Eckley

Brand represented: Kia

How long in business: 20+ years

Number of employees: 50+

Annual unit volume (approximate): 1,940

SC Dealer Relationship Manager: William (Bill) Smith

What makes Brown Daub Kia special:

We are a family-oriented dealership. We offer a unique experience for our guests to be treated like “family.” Guests are given a visitor guide upon arrival to help determine which options work best for their needs and credit situation. Gary Lee Eckley has worked for years to establish himself as “That Family Guy,” which is promoted on various news media and social media outlets.

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DRM comment on what makes this dealership so special:

The staff at Brown Daub Kia is truly a team after one goal – helping every customer that walks into their showroom. They are able to use our program to its fullest extent to ensure customer satisfaction and dealership profitability. What’s most impressive is their processes and paperwork: This store maintains a two-day turnaround in funding, on average, including through our busiest season. Brown Daub Kia is a valued dealer.

How long working with Santander Consumer USA: 15 years

What you like about doing business with Santander Consumer USA:  

Santander offers a unique platform to rehash deals. This is not only a huge time saver, but also helps in finding the right vehicle based on our customer’s needs, all while maximizing profit potential. We also like the flexible credit hours and the availability of the credit buyers and funders to help, not only to make sure we can put a deal together but to make sure the deal sails through the funding process.

Describe your experience with Santander Consumer USA:

We’ve had a lot of experience with customers who maybe had little to no credit. With the program offered by Santander, we’ve been able to open the door for many people who have not had success at other dealerships. We are happy and fortunate to have been partnered with Santander, and look forward to many continued years of this very successful relationship.

– Matthew Dancsecs, General Sales Manager

AutoNation Toyota of Winter Park

225 N. Semoran Blvd.
Winter Park, FL

Dealer principal: Jim Bander

General manager: Nick Oliver

Brands represented: Toyota, Scion

How long in business: Since 2003

Number of employees: 230

Annual unit volume (approximate): 7,400

SC Dealer Relationship Manager: Jeremy Gates

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What makes AutoNation Toyota special:

The culture of my store makes it special. Everyone here contributes to the success of the store from the top to the bottom. We take pride in treating our employees right and taking care of them, because we know they will do the same for our customers.

DRM comment on what makes dealership special:

Everyone at this store is welcoming. They address any issues head on and seek a fair and timely resolution. Everyone is always willing to help in any situation, and has a positive vibe to go along with it.

052218 IL Autonation Toyota of Winter Park_Chafik Amrani

Chafik Amrani, AutoNation Toyota

How long working with Santander Consumer USA:

Since the beginning.

What do you like about doing business with Santander Consumer USA?

I really like the flexibility and ease of use of the Extranet. This allows us to make quick decisions and make the buying process easier for our customers. The quick response to submitting an application is also something we like and appreciate. I also like the people I work with at Santander Consumer USA. Everyone is friendly and willing to assist me with any problems that may arise.

One best practice that contributes to your dealership’s success:

We stay on top of any issue or problem from the get go. This practice keeps everyone happy and informed. We also do a lot of training to keep our employees educated on our products and to keep everyone fresh.

Describe your experience with Santander Consumer USA:

We are a store that does 740 cars a month. Our experience with Santander is a positive one with Santander being one of our most-used lenders, certainly No. 1 in subprime loans. I can see our business growing with the new signing of Santander as a preferred lender for AutoNation.

– Chafik Amrani, General Sales Manager

Teddy Nissan

3660 Boston Road

Bronx, NY

Dealer principal: Ted Bessen

General manager: Julio Batista

Brands represented: Nissan

How long in business: Nine years

Number of employees: 105

Annual unit volume (approximate): 2,400 new and 1,400 used

SC Dealer Relationship Manager: Stephen Rivelli

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What makes Teddy Nissan special:

Our core values of being positive, friendly, helpful, respectful, professional, enthusiastic and treating our customers as if they are guests in our home. We continually strive to provide every customer with the best customer experience ever.

DRM Stephen Rivelli’s comment on what makes dealership special:

I have been working closely with Julio and his team for the past five years. During that time I have seen his finance managers really embrace our Dealer Extranet. This is a very busy dealership and they find many uses for the Extranet.

One special event the dealership runs every few months is a “midnight madness sale.” Of course, we do not have buyers actively working at those hours, but that does not stop the dealership from rehashing deals and delivering cars.

The finance team there also will use the rehash tool on deals that they might not have been able to put together during the day by going into the Extranet after hours and reworking applications with different units. They will capture a few deals a month by doing this.

They also are big fans of uploading docs to satisfy open stips on deals in funding through our Funding tab, also located on the Extranet. They are able to fund their deals much faster than relying on faxing and emailing stips to our funding department.

How long working with Santander Consumer USA:

Nine years.

What you like about doing business with Santander Consumer USA:

Ease of use. Programs complement our dealership. Professional and helpful demeanor. Extranet availability and usage. Timely funding.

One best practice that contributes to your dealership’s success:

Providing best-in-class service and exceeding customer’s expectations.

Describe your experience with Santander Consumer USA:

I have had the pleasure of dealing with Santander since Teddy Nissan opened the doors. Santander has been a valued partner helping Teddy Nissan grow into one of the most successful Nissan dealerships in the United States, number seven in the nation for January 2018. We owe part of that success to Santander.

Teddy Nissan is able to offer the best customer experience due to Santander Extranet. This technological marvel allows the Teddy Nissan finance department to work deals obtaining instant decisions, also giving us the ability to restructure deals during and after business hours to find the best option for our clients. Teddy Nissan would not be able to offer the best customer experience without Santander as our partner.

– Julio Batista, General Manager

Julio Batista is general manager at Teddy Nissan.

Julio Batista is general manager at Teddy Nissan.

Sport Chevrolet

3101 Automobile Blvd.

Silver Spring, MD

 

Dealer principal: Robert Fogarty

General manager: Gibbs Fogarty

Brands represented: Chevrolet

How long in business: 50 years

No. of employees: 108

Annual unit volume (approximate): 2,200

SC Dealer Relationship Manager: Lauren Gallart Bacon

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What makes Sport Chevrolet special:

The family atmosphere, the tenure of our employees, and the owners can always be found here.

DRM Lauren Gallart Bacon’s comment on what makes dealership special:

This dealership is family run and owned. If a customer emails a concern, the owner or GM contacts them almost immediately. The customer service and atmosphere is amazing when you walk into the dealership. They support Santander with all of our programs. They are a current RL dealership, they also did a Direct Mail drop last year and they send 100% of their applications to Santander.

How long has the dealership worked with Santander Consumer USA:

We have been a Santander dealer partner since before it was Santander!

What do you like about doing business with Santander Consumer USA:

We like the ability to do loans for the full credit spectrum. The Extranet makes working deals so much faster and more efficient than having to call buyers at other banks. The Extranet also provides the ability to get deals funded faster by uploading any additional information or stips quickly and easily.

One best practice that contributes to your dealership’s success:

Using the Extranet to structure and maximize every Santander deals profit potential.

Please describe your experience with SC:

We just signed up for RoadLoans and in the first three days set three out of five appointments. We delivered the second lead we received with a $4,279 profit. Every lead we’ve received has responded to our initial contact and wants to buy. Our rep was persistent since I arrived here six months ago, telling us how good the RoadLoans leads are and how she believed the program would benefit our store. She was correct, and we couldn’t be happier that we finally took her advice.

– Kyle Bacon, General Sales Manager

 

GSM Kyle Bacon and Sport Chevrolet are sold on Santander Consumer USA.

GSM Kyle Bacon and Sport Chevrolet are sold on Santander Consumer USA.

Del Toyota

2945 E. Lincoln Highway

Thorndale, PA

 

Dealer principal: Jack Del

General manager: Jim Lopez

Brands represented: Toyota

How long in business: 38 years

No. of employees: 97

Annual unit volume (approximate): 3,100

SC Dealer Relationship Manager: Brittany Beatty

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What makes Del Toyota special:

We cater to the customer’s individual needs. We focus on creating a seamless, transparent car buying experience. Customer service is our number one priority. We have been serving the area for over 35 years and pride ourselves on repeat business!

DRM Brittany Beatty’s comment on what makes dealership special:

This dealership is special because of their staff, especially the management team. You can tell that they work together and communicate with one another, which helps make their smooth machine work every day! Their success starts from the top down, and with their approachable and down-to-earth personalities, and make-it-work attitude, I can see why they not only made an impression on me, but make great impressions on their customers, which keeps them coming back.

How long working with Santander Consumer USA:

More than 10 years.

What do you like about doing business with Santander Consumer USA:

Santander provides an opportunity for our less-than-perfect-credit-score customers to still receive an awesome car buying experience.

One best practice that contributes to your dealership’s success:

Fast funding and good approvals

Please describe your experience with SC:

  • Fast response time on our submitted applications. Knowing we have a quick approval from Santander helps us make deals with our customers faster, and we don’t have to keep them waiting.
  • Dealer Extranet – We are big fans of the rehash tool. It gives us the flexibility to rehash multiple vehicles in minutes without having to pick up the phone.
  • Funding – We have had great experiences with the funding department. It is fast and painless, which keeps us wanting to work with Santander.
  • Our relationship with our Santander rep, Brittany Beatty, adds the perfect personal touch. In a time where instantaneous accessibility is vital, she is always a phone call away.

– Jim Lopez, General Manager

 

Patrick Donlen, general sales manager, left, and Jim Lopez, general manager, of Del Toyota.

Patrick Donlen, general sales manager, left, and Jim Lopez, general manager, of Del Toyota.

Sands Chevrolet

16991 W. Waddell Road

Surprise, AZ

 

Dealer principal: Jerry Moore and Chad Helmer

General manager: Chad Helmer

Brands represented: Chevrolet

How long in business: This location has been in business seven years, Sands Chevrolet, 84 years.

No. of employees: 300

Annual unit volume (approximate): 4,000

SC Area Sales Manager: Thomas Mann

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What makes Sands Chevrolet special:

The people and the processes make our dealership special

ASM Thomas Mann’s comment on what makes dealership special:

Everywhere you go at the dealership, someone is willing to help, from the front desk to the back offices.  They are very focused on looking forward and not back.

What do you like about doing business with Santander Consumer USA:

Using the Extranet. This is a phenomenal tool that not only allows you the ability to rehash deals but also speeds up the funding process by utilizing the upload feature. Our ASM is great asset, as well, because he has the ability to help us solve some of the more complicated issues that arise – helps to problem-solve and escalate issues to the appropriate party for a quick resolution.

For example:

We recently had an issue with deal that had been held in funding. Apparently the vehicle had been reported as frame damaged. Upon further review and sending the vehicle through our frame shop, we were able to say confidently that this vehicle was not frame damaged.

We tried to clear it through [the vehicle-history report company], but it quickly became apparent they were not going to be very helpful or concerned about the time constraint we faced. Shared the information with our ASM, who routed it to the SC Dealer Advocacy team, which contacted me promptly. Upon review of the information I shared with them, the deal was funded before the end of the day.

What originally looked like a real headache turned out to be another great example of why we do business with Santander Consumer USA.

One best practice that contributes to your dealership’s success:

A final look over every deal, just a quick look over all of the documents to ensure the “t’s” are crossed and the “i’s” are dotted.

 

– Howard Forman, Finance Director

 

 

Jerry Moore, dealer principal, left, with Howard Forman, finance director, at Sands Chevrolet.

Jerry Moore, dealer principal, left, with Howard Forman, finance director, at Sands Chevrolet.

Car Pros Kia

2220 Recreation Road

Carson, CA

 

Dealer principal: Juan Alarcon

General manager: Delilah Kohan

Brands represented: Kia

How long in business: 12 years

No. of employees: 450

Annual unit volume (approximate): 9,000

SC Area Sales Manager: Elsa Castro

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What makes Car Pros Kia special:

We are process driven.  Our motto is, employee satisfaction equals customer satisfaction. Our leadership believes in exceptional customer service. We do it because we choose. This positive attitude has propelled us to the next level. The processes implemented are executed daily. We thrive on our “Hassle-free return policy.” Our daily goal is to make every customer leave our store happy about their car-buying experience.

ASM Elsa Castro’s comment on what makes dealership special:

The word “process” is key in this dealer. Every last person is aware of the importance of following the process and trust it works. This is a true testament to the dealer’s success. Car Pros Kia strives to maintain a solid business relationship with Santander Consumer USA (SC). They understand the importance of sending SC a balanced, performing portfolio because they care.

How long has dealership worked with Santander Consumer USA:

We have had been doing business with SC since we opened 12 years ago.

What do you like about doing business with Santander Consumer USA:

Our rep Elsa Castro has been a part of our streamlined process. She has worked with all key people to help us put more car deals together. The Dealer Extranet is a vital component to accommodate our late hours of operation. SC’s funding associates are always willing to help, allowing us to have our deals funded within 24 hours.

The best practice that contributes to your dealership’s success:

Following the process.

Please describe your experience with SC:

Car Pros Kia attributes part of its monthly success to Santander Consumer USA. Because of the flexible program, we are able to sell more new and used cars. We look forward to continuing to work together and share success as partners.

 

– Tony Avedisian, Used Car Director

 

 

Tony Avedisian, left, used car director, and Steve Shaban, finance manager, of Car Pros Kia.

Tony Avedisian, left, used car director, and Steve Shaban, finance manager, of Car Pros Kia.

How Santander sales team helped feed hungry families

Take action.

That’s what members of the sales team from Santander Consumer USA (SC) did at Action Ministries in Atlanta, GA.

“We wanted to be able to work with an organization that we knew would benefit the community,” said one SC associate who participated as part of the company’s volunteer paid time off (VPTO) program.

Action Ministries provides food boxes to hungry families in a state with the third-highest poverty rate in the nation and ranked sixth for food insecurity.

110217 IL How Santander sales team helped feed hungry families_IMAGE_1“We prepared boxes of food for local children in need so that they would have something to eat over the weekend and/or during breaks from school,” explained another SC associate who helped box a few of the 27,000 food packages that the Atlanta organization will provide to hungry families this year.

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Calling all volunteers: Santander Consumer associates making a difference

“Many underprivileged kids don’t have decent meals outside of school, so these boxes contain enough food to feed a family of four for several days and gets them through the time when school lunches aren’t available,” the associate said.

“It’s hard to imagine a child going home from school on a Friday and not having enough to eat until they go back to school on Monday.”

It has been one year since the launch of SC’s volunteer program, with SC employees working more than 10,000 hours in the first nine months for charitable organizations across the country.

In fact, the response to the program from employees and charitable organizations has been so positive that the auto lender decided to add a second VPTO day for full-time employees beginning in October 2017.

Giving back more time to help people in need and enrich the lives of associates was a no brainer for SC, especially when employees bring back their experiences to share the positive impact they left on the community.

Even though the Action Ministries session was fairly short, it left a lasting impression as explained by one of the SC volunteers.

“We stood in front of the sign at Action Ministries that read ‘We are Life-Changers,’ and I really feel like for many children – and their families – that would be receiving those boxes of food, we absolutely were.”

SC volunteers at Action Ministries were Barbara Fortune, sales director; Jay Pusser, regional sales manager, and area sales managers Brian Corbett, Ashley Quick, Katrina Hensley and Darby Ross.

To see more SC associates using their volunteer time off, follow us on our social media pages, Facebook, Google+ and Twitter as #SCGivesBack.

Volunteer “Life Changers” at Action Ministries in Atlanta.

Volunteer “Life Changers” at Action Ministries in Atlanta.

 

-Candace Brand

A powerful new tool for prospecting

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Will your reputation with women shoppers open window of opportunity?

What are the various elements in creating great chemistry with women visiting your dealership?

The good news? Half of all women buyers shop at only one dealership. The bad news? Six in 10 women report that once they leave a dealership and didn’t buy, they never return there.

You have a small window to make an outstanding impression.

SC-BLOG_50904-8 (Inside Lane Guest Blogger Image)-03This series has been exploring key elements in attracting women shoppers and turning them into customers, including your website, social media activity, advertising, store environment, sales engagement, F&I experience, service and dealership reputation.

That concludes with some important considerations about your dealership’s reputation:

All of the previous suggestions contribute to your overall reputation, but how do you know if you have really created the right chemistry?

Solicit fair and accurate reviews, thanking and acknowledging your customer’s contribution to your dealership’s success and fostering transparency. Be sure to use reviews by and for women in your advertising, outbound emails, web site and social media.

A director of customer experience can take a true pulse of your customer’s journey and chart course corrections if necessary.

With your dealership’s help, your customer can be confident and comfortable throughout her interactions. She can drive away in a car that she loves, feeling satisfied and excited about the purchase.

She can feel comfortable communicating with your staff and feel empowered knowing she has a thorough understanding of her car deal and your ongoing commitment to her satisfaction.  If she has a question about her car deal, she knows exactly who to call.

She is eager to share her exceptional experience with others and give glowing reviews and referrals. When it comes time to trade up, she doesn’t hesitate to return to your dealership for her next vehicle.

For more on the writer, see the blog post How a male-dominated business can do a better job selling to women introducing this column to Inside Lane or visit Women-Drivers.com.

091415 IL Women-Drivers.com logo (Guest Blogger)

 

 

 

 

 

 

* Santander Consumer USA does not endorse Anne Fleming or the content of Women-Drivers.com in any way. This blog’s opinions are not Santander Consumer USA’s opinions and Santander Consumer USA shall not be responsible for its accuracy, completeness or integrity.