When Nicolas Velez took over the internet director role at Valley Kia of Fontana in California, he found that the dealership’s vendor contracts hadn’t been tested in years.
He also felt the sales floor folks were working against each other, so he started making moves there.
Driving the news: First, Velez audited the vendors. He said he had many interviews, but ultimately the majority were cut.
“Ever since then, we got leaner, meaner, and the dealership says we're running better,” Velez told Daily Dealer Live host Sam D’Arc.
Nicolas Velez
Valley Kia of Fontana
Between the lines: Next, Velez solved the internet vs. sales battle by merging them.
“...We just have a BDC that helps and supports our sales side, so now there's no internal conflict,” Velez said.
He also deleted the dispute over credit, which he said led to resentment.
Before, internet deals weren’t getting the same amount of credit that showroom deals did.
Now, all deals get the same credit, no matter where they originated.
“Everyone's working together,” Velez said. “I have the best desk managers, I have the best GM. Everyone's just here. We work together now.”
Nuts and bolts: Velez also made sure to plug people into the best positions for their strengths.
“If they're really good at showing vehicles, they're going to show vehicles,” Velez said. “If they're good at follow-up, they're going to follow up with vehicles, follow up with guests.”
He also made sure to staff a dedicated, always-on internet role, so attention isn’t getting split.
His reasoning: How much work will someone really get done if they have to keep getting up to do different things?
Someone that stays logged in “can answer everything directly, instead of just one person trying to do it all, because it gets hectic,” Velez said.
Be happy: One last change from Velez came from the inside… A deliberate, positive management style.
“We're watching for the positives, right?” Velez said.
He said telling someone negative feedback over and over doesn’t help, so they focus more on telling people, “Good job.”
He also said one of his peer groups, forgive us for this humble mention, CDG Circles, gives him helpful tips.
“Since being a member of CDG Circles, I am so confident in everything that gets brought up as a problem,” Velez said. “I have five solutions to almost everything."
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Worth mentioning: We aren’t saying we’re superstitious, but we must point out that Velez said he last shaved his beard in 2019 just before COVID hit.
Now, he’s keeping it to fend off when “bad things happen.”
Bottom line: Six months in, Velez credits the changes (and maybe the beard?) for improving consistency, better follow-ups, and less internal competition.
“Now this total happiness [runs] through the dealership, and I think that has pushed us through our record last month,” Velez said.
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