Andrew Ruck, the general manager of LaFontaine Cadillac Buick GMC (the #1 Buick store nationally), says one of the dealership’s biggest operational improvements has come from shifting focus to losses rather than wins.
Think differently: “The biggest paradigm shift for us was—we were always celebrating wins, number ones and highest profits,” Ruck told Daily Dealer Live hosts Sam D’Arc and Yossi Levi.
Then he started to ask, “‘what did we miss?’ ‘How many cars didn't we sell?’ ‘How many ROs didn't come through the shop?’”
What they found: Many of LaFontaine’s service customers were coming from other dealers, not its own sales funnel—a gap the team began tracking closely through its CRM sales alerts program.
OUTSMART THE CAR MARKET IN 5 MINUTES A WEEK
No-BS insights, built for car dealers. Free, fast, and trusted by 55,000+ car dealers.
Maximizing OEM relationships: Ruck also credits the dealership’s Buick success to a strong, hands-on relationship with the brand.
“We spend a lot of time in dealer meetings,” explained the general manager. “Even (in) our local marketing area, when we meet, the president comes in (and) meets with us. It's very hands-on. Even when we're doing everything from the dealer awards…, I get to have one-on-one time with the General Motors executives, and you can just tell that they're paying attention.”
Positioned as “affordable” luxury, Buick has benefited from targeting female consumers and a new GM Financial-backed program for subprime and first-time buyers.
New products like the Buick Envista have also driven sales, with the mid-level SUV segment proving particularly important.
On the Cadillac side, recent conquest wins (especially in the EV segment) have added to the dealership’s momentum.
Always improving: Ruck, who spends 12 hours a day managing multiple departments, has pushed to grow profitability through initiatives like variable ops efficiency and an expanded body shop strategy. That includes adding a mobile body shop van, tracking gap claims, and offering multi-state EV repairs.
Looking beyond the core market: Operating in the Detroit area, where lease penetration is 50–70% and much of the customer base works for the Big Three, LaFontaine Cadillac Buick GMC must expand its reach.
Bottom line: “I'm in a little, tiny patch, and Ford is number one where I am,” said Ruck. “So, I've really got to expand, and our dealer motto is ‘yes, no matter where it is.’ (That) many people don't live here; we've really got to sell outside of our market to make sure that we get those (buyers).”
A quick word from our partner
Want insider knowledge on today’s auto retail trends?
The Haig Report® is the industry’s longest-published, most-trusted quarterly resource on dealership values. Since 2014, it has delivered insights on performance, market shifts, and franchise desirability—helping leaders spot opportunities and risks.
Each edition includes exclusive insights on valuation trends, brand outlooks, and blue sky values.
Looking to grow your portfolio or explore investments? Join our exclusive buyer and investor database at haigpartners.com/buyerdatabase.
