Transparency Is Not a Dirty Word

Shortly after I began writing this post, an article popped up on my Google Alerts about another dealer group, accused of deceptive marketing by their state attorney general's office, having to pony up a six-figure settlement. Not surprising at all, I'm used to seeing these types of articles on a regular basis. Another day, another enforcement action against a car dealer.

In this case, the dealerships were accused of "having advertisements online and in print publications that misrepresented the actual prices of automobiles", "dealership employees asking consumers to sign incomplete documents with the understanding that they would be completed using the negotiated vehicle price, but later entering a higher price", and "allegedly charging consumers fees for unwanted or undisclosed warranties and services". According to the article, the auto group denied any wrongdoing but agreed to the settlement.

But I digress. The above story really isn't the point of this post, nor is it my intention to try to warn you of the legal dangers of non-compliance with the laws of the land. I, and my peers, write enough about that. Sure, I'm now a compliance consultant, but my ramblings here are based on the things I learned during my 20 plus years in automotive retail - and the realization that I probably had it all wrong.

This post is about Transparency. It's about the Big Picture. It's about opening your mind and stopping to think about the absurdity of old school tactics. Not from a legal or ethical mindset, but from a common-sense business perspective.

I realize that "Transparency" is the latest, and perhaps most over-used, buzzword in the car business. But please bear with me for a few moments while I pose a few questions. Hopefully, it will stimulate some "outside the box" thinking.

First, what is the upside of hiding information from your customers?

Sure, you have to do whatever it takes to stay ahead of the competition. Sure, that's what the legendary automotive sales trainers taught us. Sure, the chances of getting into a legal bind are pretty slim. Sure, everybody else is doing it. Sure, if you give customers too much information they'll just use it to shop you. Sure, there are ways to "manage" your online reputation, even if you have some unhappy customers. I get all that.

But - Big Picture Time - is the "anything it takes to make a deal" mentality really a sensible way to do business in today's world? Do you really think this will lead to customer satisfaction and retention? Do you really believe that customers will continue to put up with this type of behavior forever?

Here's how I look at it: Every time you...

Post a misleading ad, or

Charge a customer more than the advertised price, or

Lie to a customer about a vehicle being in stock, or

Present a foursquare with inaccurate numbers in order to confuse a customer, or

Present "packed" payments, or

Fail to truthfully disclose a vehicle's history, or

You're not completely honest and upfront with your customers

...there are some things you might want to consider:

1. You may be breaking the law - but it's only illegal if you get caught, right?
2. What you're doing may be an unethical business practice - but customers have no loyalty and you're just trying to make a buck in a fiercely competitive marketplace, right?
3. You may be pissing off customers (or potential customers) - but "ya gotta have haters, right"?
4. You're gambling with your future - this is an unsustainable way of doing business in the modern world and your continued success is greatly at risk.

Now you may be perfectly comfortable rolling the dice on number 1 and not care a lick about numbers 2 or 3, but what's your answer for number 4?

I challenge you to think about it. Just think about it. Unfortunately, I didn't when I worked in dealerships - I was a faithful practitioner of the old school ways.

Now, I realize that you may feel that this post is just more nonsense from an ex-car-guy-turned-consultant who doesn't get it - and you may be right. Only time, and customer sentiment, will tell. But you may still want to ask yourself just how long are customers going to put up with business as usual?

Let's face it; consumers have access to much more information, and choices, than they ever did. You can hate the internet and all its information. You can hate the idea of "transparency". You can hate all the regulations that dealers have to contend with. You can hate the consumer advocates. You can hate the media and all of its anti-dealer sensationalism. But guess what? None of it is going away. The "But We've Always Done It This Way" mentality just doesn't hold water anymore.

Now, I'm not a believer that the internet is going to somehow take over car buying. I totally agree that dealerships are, and will continue to be, the primary way that customers will purchase vehicles for a long time to come. But remember this; while customers may always choose to do business with dealerships, they don't have to choose to do business with your dealership.

One final question: Are you a true professional who is ready, willing and able to succeed in the new world or are you hoping that things will never change?

In my book, transparency is not a dirty word, but complacency is.

Mercedes Benz - Roadside Assistance

Customers look to purchase a Mercedes Benz because they appreciate the quality and luxury that the brand offers. They want heads to turn as they drive down the street. They want to know that they are driving a piece of equipment that is both dependable and stylish. Aside from the vehicle itself, the manufacturer offers an extensive warranty as well as roadside assistance. Whether you are on your way to work or headed out to vacation, with one phone call, you can get the help you need to get back on the road in no time.
Qualifications
If you want to take advantage of the Mercedes Benz roadside assistance, it is important to have all of your service done at an authorized dealer. This ensures that your records are on hand at all times and the dealership knows that your warranty is still intact. Establishing a relationship with a local dealer is a good idea for both new and used Mercedes Benz owners.
Having service at an authorized dealer also means that certified technicians are working on your vehicle using only certified parts from the manufacturer. Appointments can usually be set up in just one phone call or online. Be sure to read the owner's manual if you are unsure about when you need to bring your vehicle in for oil changes or tire rotations.
Make the Call
24 hours a day, 7 days a week, you can call for Mercedes Benz roadside assistance. It does not matter whether you have a flat tire or the engine fails. While you are within your warranty, you can make the call and have someone come out to your location. If the vehicle will not start, it will be towed to the closest dealership. If you have a problem like a flat tire or a dead battery, someone will meet you at the vehicle and get things back up and running.
As soon as you notice a problem, go ahead and make the call. Remember that it will take time to have someone dispatched out to your location. From there, it does take some time to either repair the vehicle or tow it into a local Mercedes Benz service department.
Free Towing
As of 2011, the manufacturer has included free towing for those customers that are outside of their warranty. Customers can still call for roadside assistance and no matter what the problem is, they will be towed to the closest dealership to have their car diagnosed and repaired. This means that even after the warranty runs out, customers are still able to benefit from the quality and luxury that comes from this car brand.

Proper Maintenance Ensures Longevity

Used vehicles are much better from the stand point of value for your money. A properly maintained pre-owned car should lead you to the same comfort as that of a new one. Keeping that in mind, once you choose to invest in a pre-owned vehicle, it is important to take certain points into account when it comes to vehicle maintenance.

A used vehicle requires more frequent checks for any defects, as well as frequent replacement of parts which can be costly when compared against the preventative maintenance a new vehicle requires. To begin with, the initial purchase cost of a used vehicle may be a little less than that of a new one, but, as years roll on, the maintenance costs continue to grow at a faster rate than you would encounter with a new vehicle.

Although there are routine maintenance checks and services that any vehicle will require, your pre-owned one will most likely call for more frequent service appointments and a more detailed level of care. With that being said, there are specific points that will help you maintain your used vehicle's condition and bring small issues to light before they turn into larger, more costly ones.

Don't Drive Excessive Miles at High Speeds
If you properly maintain your pre-owned vehicle with periodic checkups, there is a greater guarantee that your car will last longer. Try not to give in to the 'need for speed' as this will lead to excessive wear on the tires, clutch, and other parts. On the other hand, also avoid keeping your vehicle idle for long periods of time.

Get Regular Oil Changes
Vehicle makers advise to change the oil in your car once a year. Alternatively, you can even do so after you drive 7,500 miles. Still, for best results, it's recommended to change it after every 3,500 miles. Changing the oil is essential as it affects the performance of the engine. As you drive more miles, the blow-by increases. This, in turn, results in unburned fuel dumped into the crankcase which leads to dilution of the oil. Because of this, the oil breaks down and consequential wear and tear increases drastically. Over time this leads to the engine breaking down.

Check Your Fluid Levels
It's crucial to check fluid levels such as power steering fluid, coolant, and oil regularly. These liquids are essential to a properly running engine and a low level often signals bigger issues internally. If you're not sure how to check or what to be looking for, ask the mechanic during your next oil change. These are all items that should be checked during this service appointment anyway, so it's no inconvenience to ask.

Check Tire Conditions
It is important to check the condition of your tires and, after a certain period of time specified by the manufacturer, get them replaced. Be sure to inspect the air pressure in the tires including the spare once a week. Low pressure will lead to increased fuel consumption and low life of tires. Similarly, high pressure would lead to less stability and grip on the road. Also check the wear with tread wear indicators. These are located in the form of small ribs in the bottom of the main tread grooves. When the tread surface is visible at the same level as the ribs, the tires must be replaced.

Brake Maintenance
Brakes are the most significant parts in controlling the motion of your vehicle. As yours is a used vehicle, you should have checked the brake pads and rotors at purchase point. Depending on the level of wear from the previous driver, you may need to replace one or the other. If not, make sure to regularly inspect the pads to see what kind of wear your own driving habits have produced. A good point to remember is that the brake pads in the front wear more quickly than those in rear. Also, always replace them with original brake pads and rotors. This also gives more safety to you while driving.

Replace Windshield Wipers
While driving, good visibility is absolutely essential. For this, each windshield wiper should be of good quality and the proper size for your vehicle. Otherwise scratches may develop on the windshield or the wipers may not perform correctly, leaving rain or snow in your line of vision. At a minimum, get the windshield wipers replaced once a year.

Keep It Clean
You should feel as if you are at home when you're in your vehicle. Don't clutter up the console, compartments, or seats. Regularly vacuum and dust the interior and only keep hoses or tools of sorts in the truck area if absolutely necessary. You and your riders should have enough space to move freely within the car.

When it comes to servicing your pre-owned vehicle, it's advised to visit a reputable dealer, as he will employ experienced technicians to take care of your vehicle. Moreover, you'll have peace of mind knowing that the mechanic will replace any damaged parts with genuine, factory ones

Pre-Owned Vehicle

Used vehicles are much better from the stand point of value for your money. A properly maintained pre-owned car should lead you to the same comfort as that of a new one. Keeping that in mind, once you choose to invest in a pre-owned vehicle, it is important to take certain points into account when it comes to vehicle maintenance.

A used vehicle requires more frequent checks for any defects, as well as frequent replacement of parts which can be costly when compared against the preventative maintenance a new vehicle requires. To begin with, the initial purchase cost of a used vehicle may be a little less than that of a new one, but, as years roll on, the maintenance costs continue to grow at a faster rate than you would encounter with a new vehicle.

Although there are routine maintenance checks and services that any vehicle will require, your pre-owned one will most likely call for more frequent service appointments and a more detailed level of care. With that being said, there are specific points that will help you maintain your used vehicle's condition and bring small issues to light before they turn into larger, more costly ones.

Don't Drive Excessive Miles at High Speeds
If you properly maintain your pre-owned vehicle with periodic checkups, there is a greater guarantee that your car will last longer. Try not to give in to the 'need for speed' as this will lead to excessive wear on the tires, clutch, and other parts. On the other hand, also avoid keeping your vehicle idle for long periods of time.

Get Regular Oil Changes
Vehicle makers advise to change the oil in your car once a year. Alternatively, you can even do so after you drive 7,500 miles. Still, for best results, it's recommended to change it after every 3,500 miles. Changing the oil is essential as it affects the performance of the engine. As you drive more miles, the blow-by increases. This, in turn, results in unburned fuel dumped into the crankcase which leads to dilution of the oil. Because of this, the oil breaks down and consequential wear and tear increases drastically. Over time this leads to the engine breaking down.

Check Your Fluid Levels
It's crucial to check fluid levels such as power steering fluid, coolant, and oil regularly. These liquids are essential to a properly running engine and a low level often signals bigger issues internally. If you're not sure how to check or what to be looking for, ask the mechanic during your next oil change. These are all items that should be checked during this service appointment anyway, so it's no inconvenience to ask.

Check Tire Conditions
It is important to check the condition of your tires and, after a certain period of time specified by the manufacturer, get them replaced. Be sure to inspect the air pressure in the tires including the spare once a week. Low pressure will lead to increased fuel consumption and low life of tires. Similarly, high pressure would lead to less stability and grip on the road. Also check the wear with tread wear indicators. These are located in the form of small ribs in the bottom of the main tread grooves. When the tread surface is visible at the same level as the ribs, the tires must be replaced.

Brake Maintenance
Brakes are the most significant parts in controlling the motion of your vehicle. As yours is a used vehicle, you should have checked the brake pads and rotors at purchase point. Depending on the level of wear from the previous driver, you may need to replace one or the other. If not, make sure to regularly inspect the pads to see what kind of wear your own driving habits have produced. A good point to remember is that the brake pads in the front wear more quickly than those in rear. Also, always replace them with original brake pads and rotors. This also gives more safety to you while driving.

Replace Windshield Wipers
While driving, good visibility is absolutely essential. For this, each windshield wiper should be of good quality and the proper size for your vehicle. Otherwise scratches may develop on the windshield or the wipers may not perform correctly, leaving rain or snow in your line of vision. At a minimum, get the windshield wipers replaced once a year.

Keep It Clean
You should feel as if you are at home when you're in your vehicle. Don't clutter up the console, compartments, or seats. Regularly vacuum and dust the interior and only keep hoses or tools of sorts in the truck area if absolutely necessary. You and your riders should have enough space to move freely within the car.

Proper Maintenance

Used vehicles are much better from the stand point of value for your money. A properly maintained pre-owned car should lead you to the same comfort as that of a new one. Keeping that in mind, once you choose to invest in a pre-owned vehicle, it is important to take certain points into account when it comes to vehicle maintenance.

A used vehicle requires more frequent checks for any defects, as well as frequent replacement of parts which can be costly when compared against the preventative maintenance a new vehicle requires. To begin with, the initial purchase cost of a used vehicle may be a little less than that of a new one, but, as years roll on, the maintenance costs continue to grow at a faster rate than you would encounter with a new vehicle.

Although there are routine maintenance checks and services that any vehicle will require, your pre-owned one will most likely call for more frequent service appointments and a more detailed level of care. With that being said, there are specific points that will help you maintain your used vehicle's condition and bring small issues to light before they turn into larger, more costly ones.

Don't Drive Excessive Miles at High Speeds
If you properly maintain your pre-owned vehicle with periodic checkups, there is a greater guarantee that your car will last longer. Try not to give in to the 'need for speed' as this will lead to excessive wear on the tires, clutch, and other parts. On the other hand, also avoid keeping your vehicle idle for long periods of time.

Get Regular Oil Changes
Vehicle makers advise to change the oil in your car once a year. Alternatively, you can even do so after you drive 7,500 miles. Still, for best results, it's recommended to change it after every 3,500 miles. Changing the oil is essential as it affects the performance of the engine. As you drive more miles, the blow-by increases. This, in turn, results in unburned fuel dumped into the crankcase which leads to dilution of the oil. Because of this, the oil breaks down and consequential wear and tear increases drastically. Over time this leads to the engine breaking down.

Check Your Fluid Levels
It's crucial to check fluid levels such as power steering fluid, coolant, and oil regularly. These liquids are essential to a properly running engine and a low level often signals bigger issues internally. If you're not sure how to check or what to be looking for, ask the mechanic during your next oil change. These are all items that should be checked during this service appointment anyway, so it's no inconvenience to ask.

Check Tire Conditions
It is important to check the condition of your tires and, after a certain period of time specified by the manufacturer, get them replaced. Be sure to inspect the air pressure in the tires including the spare once a week. Low pressure will lead to increased fuel consumption and low life of tires. Similarly, high pressure would lead to less stability and grip on the road. Also check the wear with tread wear indicators. These are located in the form of small ribs in the bottom of the main tread grooves. When the tread surface is visible at the same level as the ribs, the tires must be replaced.

Brake Maintenance
Brakes are the most significant parts in controlling the motion of your vehicle. As yours is a used vehicle, you should have checked the brake pads and rotors at purchase point. Depending on the level of wear from the previous driver, you may need to replace one or the other. If not, make sure to regularly inspect the pads to see what kind of wear your own driving habits have produced. A good point to remember is that the brake pads in the front wear more quickly than those in rear. Also, always replace them with original brake pads and rotors. This also gives more safety to you while driving.

Replace Windshield Wipers
While driving, good visibility is absolutely essential. For this, each windshield wiper should be of good quality and the proper size for your vehicle. Otherwise scratches may develop on the windshield or the wipers may not perform correctly, leaving rain or snow in your line of vision. At a minimum, get the windshield wipers replaced once a year.

Keep It Clean
You should feel as if you are at home when you're in your vehicle. Don't clutter up the console, compartments, or seats. Regularly vacuum and dust the interior and only keep hoses or tools of sorts in the truck area if absolutely necessary. You and your riders should have enough space to move freely within the car.

When it comes to servicing your pre-owned vehicle, it's advised to visit a reputable dealer, as he will employ experienced technicians to take care of your vehicle. Moreover, you'll have peace of mind knowing that the mechanic will replace any damaged parts with genuine, factory ones