F&I and Showroom, Industry Summit 2014

F I Pacesetters The Numbers The group which employs 39 F I managers averages just north of 1200 and 1000 per copy on new and used vehicle sales respectively VSC sales lead the way with a 46 acceptance rate followed by GAP 43 tire and wheel 17 and windshield protection 14 Compliance Check Moore requires his F I managers to include a compliance checklist in every deal jacket Three quarters of the items cover state and federal laws the rest pertain to the groups internal controls including a customer needs analysis completed by the sales team The interview is designed to identify what customers are looking for their driving habits and more Curtis Hayes the groups CFO says the process helps speed up transaction times while ensuring customers land on a vehicle they want and can afford The groups 39 member F I team underwent AFIP certifi cation for the fi rst time this year EFG Companies provides regular compliance training and the group employs Complis compliance management system to manage its compliance training efforts In the fourth quarter the organization expects to enforce caps on F I products Hayes admits Bob Moore Auto Group tends to takes its compliance cues from the publicly traded dealer groups We evaluate their actions and policies and try to emulate what theyre doing but with a little more fl exibility he says Secret Weapon Driving this groups success is the work environment it has established for employees We have a set of core values community opportunity respect and empowerment or CORE Hays says We operate with the goal of providing superior employee satisfaction And if we can do that we think it will lead to superior customer satisfaction Another key is the groups focus on the customer experience which is driven by the needs analysis process Not only does it ensure customers needs are met the process shortens transaction times Customers are more educated today about buying Pictured is Five Store Fords leadership team including the groups founder Sam Pack as well as Tony Pack Terry Rich and MM Ross the groups North Richland Hills Texas locations dealer principal general manager and F I director a car than theyve ever been What were trying to do is capitalize on their knowledge If they leave without a car more than likely it was something we did because there are no be backs in this world The process also feeds the F I department 12 F I and Showroom Industry Summit 2014 providing producers with the information they need to customize their menu presentations Hayes says even the products listed on the groups F I menus are selected with the customer in mind We just try to think about whats important to our customers Hayes says So we want to make sure we have good product at a good price point Industry Leader The groups 15 dealerships have earned a host of awards Last year business magazine OKCBiz named the groups Ford store which sold more Mustangs and F 150s than any other dealership in Oklahoma to its annual Best of Business list Bob Moore Subaru earned Subarus 2013 Stellar Care Award for the third year in a row while Bob Moore GMC in Oklahoma City earned GMs Mark of Excellence distinction The groups Cadillac and Nissan stores in Norman Okla also earned the Master Dealer Award and the Award of Excellence respectively while Bob Moore Mazda earned its second Presidents Club award Setting the Pace Last year the Moore group jumped into action the morning after an EF5 tornado struck Moore Okla donating four pallets of bottled water to help victims The group also created Red Cross collection centers at each store assisted with cleanup efforts and managed a shelter established at a local church The group also supports the Oklahoma Regional Food Bank donating more than 133000 pounds of food to date The group also stages the largest single day blood drive for the Oklahoma Blood Institute an organization it has supported since 2002 Hayes says the group has donated enough blood to save more than 535000 lives During Christmas Mothers Day and Fathers Day the group sets up and staffs a gift shop for patients of the Childrens Hospital at the OU Medical Center FIVE STAR FORD Background Check Five Star Ford of North Richland Hills Texas is part of a group that consists of four Ford dealerships located in the sprawling Dallas Fort Worth metro area The group was founded in 1980 when Sam Pack a former Ford Credit employee acquired his fi rst store in Carrolton Texas In the summer of 1991 Pack purchased the North Richland Hills location which is now operated by his son Tony Pack Sam still runs the groups three other Ford stores two of which are located in Plano and Lewisville Texas The Numbers Service contracts and GAP lead the way for the groups eight person F I team each pen