THE DRIVER’S SEAT Operations

mind) dealers have shown they can respond to change. Some even thrive on it. You would be hard pressed to find more innovative or imaginative entrepreneurs in any industry.

Dealers that rise above the winds of change, and enjoy continued success, focus on operations at all levels. At least the ones that have longevity do.

By James Hamilton, Interim Manager and Legal Services Director, UCDA

ON THIS, MY FIRST ARTICLE FOR THE DRIVER’S SEAT, I am reflecting on the fact that the one thing that remains constant, as they say, is change.

Any dealer or manager knows that how they respond to change, how they ‘read the tea leaves’ will have a marked effect on future performance and success.

Since I started at the UCDA in 1996, I have been witness to striking changes in product (witness the advent of electric and hybrid vehicles), services and supports.

I have also seen how resilient dealers are. Through good times and bad (2008/2009 and COVID-19 come to

Recognizing the effect of lighting fast change on your staff is key, because your people are key. Change is hard, let’s face it, no one really likes to have to pivot from the old ways that are tried and true.

It takes us out of our comfort zone, but that does not mean a dealership can ignore the need to adjust. Can you imagine a dealer today who does not, even in a small way, participate in online marketing, a virtually unknown aspect of sales in 1996?

The next task is physical operations, whether that be on the sales floor, F & I, the virtual floor, or the service side. With margins growing tighter and tighter, efficiencies must be identified and exploited. Add inflation into the mix, and these conclusions seem inevitable.

Finally, let’s not forget why we are all ultimately here ... our customers! To stay out front of change and in front of your client base, requires dealers to think like they do.

A shift may be needed from ‘getting a sale’ to giving advice and support to the buyer. As they say, the sales will follow, but you need to build trust first and foremost. For some dealers this is not new thinking, for others, it may be a different way of looking at things. So please enjoy this issue of our magazine, I hope it helps you to consider some new perspectives, and either find assurance you are on the right track, or help you onto paths you may not have considered.

In addition to our regular articles, such as The Law Matters, Tech Talk, The Common Lawyer and The Old Car Detective, our theme this issue is Operations so please enjoy the following articles in this issue of The Ontario Dealer:

• Cybersecurity and Your Dealership

• Become a Better Leader

• E-signatures and E-contracts

You can reach me anytime at j.hamilton@ucda.org with any comments or suggestions for the magazine!