Monthly Manager Meeting and Evaluation:
Each month our Market Manager will meet with the Management in each store we service for an official service evaluation. Daily Issues or other concerns can be addressed at any time – as our managers are always available via phone/email and are often on lot with our FSRs doing inspections or ride alongs – but once a month we require our Market Manager to meet with the Dealership’s Management in an official capacity to discuss service status.
Continuity of Service:
Our FSR’s drive company vehicles equipped with GPS tracking which will confirm their daily arrival and service. Our FSR’s are also supervised and backed up by local Market Managers and Regional Managers who ensure quality standards and guidelines are followed and continuity of service is maintained. 5 Day service is not a lofty ‘goal’ we hope to achieve on an exceptionally good week, its a standard we meet and maintain, week in – week out.
Quality of Service:
We are extremely selective in who we send to represent us and service our valued customers. Our Field Service Representatives are highly trained, drug tested, criminal and driving record background checked. Q2M FSR’s will be ‘in uniform’ dress at all times when on dealer lots and have been trained to conduct themselves in a professional manner, at all times presenting a clean and ‘customer’ friendly face while servicing our Dealers. The core of our service is who we hire, and ensuring that the people we hire deliver the service we demand on behalf of our dealers is a priority.
Employees – vs -1099 Independent Contractors:
NetLook will never use or send an outside source – a 1099 independent contractor – to a dealer lot. All Q2M FSRs moving dealer vehicles and servicing on lot are fully insured employees, driving fully insured company vehicles.
Certificate of Insurance:
A Certificate of Insurance will be provided to the dealer the day we start service. Netook’s reputation in our industry is impeccable, operating at the highest level of both ethical and business standards.
NetLook’s Daily Push Report Inventory Management Tool:
The Q2M Push Report is an essential tool in maintaining and managing your inventory. The Push Report is sent via email seven days a week, arriving at 8am EST to the inbox of those managers you designate. Your dealership’s ‘live’ numbers on lot change daily, and as we are on lot shooting and maintaining that flow 5 days a week our push report will accurately reflect our current and ongoing efforts to keep your online percentage as high as possible while keeping your managers as informed as possible. A separate Push Report will be generated for each inventory to help your managers track new and used status individually. Each New Car Inventory – Used Inventory – Wholesale or Fleet Inventory (if kept separate from your pre-owned) will receive its own Q2M Push Report. For Group dealers or dealers with multiple inventories a single ‘Group’ Push Report can be created and sent that will have all inventories sorted and arranged for easy viewing.
By clicking on the ‘no photos’ hyper-link you will be able to view a drop down menu view of all units missing photos as of that morning. The day a unit arrives on lot one of our FSR’s will be there to shoot it. If they are unable to shoot the vehicle the FSR must explain why, recording this explanation in the vehicle Status Bar. The vehicle status is checked and updated as the FSR works the lot. This vehicle status gives your mangers in the tower valuable information at their fingertips and keeps them informed as to the current state of vehicles ‘on lot’ without having to physically walk it or ask twenty questions about each unit missing photos. By checking a vehicles Status History a manager can track down potential delays and quickly resolve issues to improve time to market.
Common Status Examples:
- New Unit Still In Plastic
- Vehicle On Test Drive w Bob W.
- Cannot Find Keys For Unit
- Unit Sold
- Not Found on Lot
NetLook’s Five Day Service, FSR Daily Check in/out, Shooting Reports and Reconciled Run sheets, Monthly Manager Meetings, Daily Push Report Tool and Vehicle Statusing are all essential parts of our overall ‘Inventory Management’ efforts. All these elements combine to improve communication between FSR’s and the dealerships they service increasing overall inventory knowledge for all. Improved communication is the essential for Quality Service.
Increasing Live Shot Percentage and Speed to Market with Pre Recon Shooting:
Today’s market demands lower turn times and has the added pressure of smaller average ‘on lot’ inventories which forces the dealership and their managers to find ways to make more happen with less. And to make it happen QUICKLY! Pre-recon shooting is an essential part of answering that pressure, and though optional, is a highly recommended part of our Q2M Program. The massive click through percentage advantage of units with live shots of the actual unit over those online with no photo or stock photos is also a key reason for making pre-recon shots a part of your day-to-day operations.
Answering Pre Recon Quality Concerns:
Many dealerships have attempted pre-recon shooting internally or with other vendors with varied degrees of success. Many quality issues arise when appraisal photos taken by desk managers are plugged in as ‘for public’ shots. Many dealers have also experienced quality issues with pre-recon photos taken by vendors, with ongoing problems often created by vendor supplied ‘pre-recon’ photos polluting the site long after a vehicle is through recon, detailed, and shot with a full battery of retail photos. Both are common problems. Q2M has made the pre-recon shooting process a key part of what we offer in our 5 day service program. It’s not an afterthought or an add on for us. How we manage and approach the process is clean, systematic, and delivers high quality pre-recon shots consistently and quickly, marketing your inventory the day it arrives on lot.
Q2M Pre-Recon Process:
a) The same day a vehicle you plan to retail is taken in via trade, or when a truck delivering new units arrives and begins to ‘off load’ – those units will be parked in the back in what we call a ‘Trade Line’. For best results we suggest and request that these units be parked with one car gap between units (if possible). This additional space will ensure that we obtain a good angle to match the short shot – pre recon – pic to the angle the long shot – retail ready – photos and keep the overall consistency and look the same as shoppers scroll through the online inventory. We shoot the vehicle where it sits with a 4 count pre-recon short shoot. The unit then goes into recon with these pics in the system, ensuring proper click through and premium placement with 3rd party vendors who have a 4 pic minimum for ‘proper’ placement. If it’s a good recon of 3 to 4 days, an average recon of 6-9, or a difficult recon of 15 or more days – the entire time this unit is in recon it will be for sale with 4 live, high quality shots of the unit.
b) If the unit sells off the Pre Recon short shot – that unit will be billed at our base charge of $12. It is our goal to sell as many units at this discounted rate as possible. This is ‘best case’ senario. Best for the dealer, and for us, and helps us both move on to the next unit quickly – reducing turn time.
c) If the unit clears recon without being sold off the short shoot – the same day it clears we will ‘DELETE’ the 4 count pre-recon photos and long shoot the unit with the full battery of retail ready photos. This retail ready photo package can be as large as the dealer wishes, though we do suggest you stay above 16 pics for used. These retail shots will be billed at $0.20 / pic. A sixteen photo pack at $0.20 would be $3.20. This would be added to the base charge of $12. After being Retail Long Shot – we would attached our NetLook, weather proof exterior sticker and buyers guide. These are billed at $1 each – $2 for Sticker and BG, added to the base and photo pack. A unit receiving the full pre recon short shoot (base $12), and the 16 photo long shot photo pack ($3.20), and an exterior NL sticker and BG ($2) would be billed at $17.20 / car.
The Per Car Rate will be a blended number based on the number of units sold off the short shoot and those stickered and sold off the retail long shot. At the industry standard of 16 ($17.20) most of our dealers are finding their blended cost between $15.00 to $15.75/car.
d) A number of dealers have us shoot, not just retail front line units (Retail Trade Line Shooting), but also have us do short shooting for their wholesale units. When a unit that is in working condition is taken in that may have higher milage and is not a front line worthy piece, that unit can be parked in the back in what we call a Wholesale Trade Line. We can short shoot it and put it online, generating leads and calls that your sales team can then process. Most dealers employing a Wholesale Trade Line will put a ten to fifteen day hold on their WS Trade Line Units – getting the ‘shine’ off this unit in the marketplace and increasing their online digital sales footprint. If the unit does not sell it goes to the auction or wholesale, and if it does sell retail you would be collecting dealer fees instead of paying auction fees, and a retail sale generates better revenue than a wholesale. This practice can increase the average online footprint of a dealership from 5% to as much as 15%. A 5, 10, or 15% larger inventory available over 365 days in market will make a significant impact on year end numbers and provide a real and significant ROI. This again answers the demands of todays marketplace and makes the most of available resources on lot.
*Wholesale units can be held in a separate ‘Discount’ inventory if requested.