In this episode of the KPI Cafe, our guest is Brian Kramer, General Manager of Germain Toyota of Naples. He's been a vocal thought leader in automotive retail on how to break the status quo and embrace methodologies that champion consumer expectations and shopping behaviors, as well as apply the best of what disruptors like Carvana are doing -- that many dealerships are not. You'll hear perspective on sourcing vehicles, digital retailing, reducing friction, and much more.By the end of the episode, we hope that you'll have some constructive challenges to ensure that you're doing what you say and doing what you're not (today).Here's what you can expect:Show OpensHow is Brian an Ohio State Fan?

A Breakdown of Carvana

Vehicle SourcingBrandingAdvertisingTransparency/FairnessDistilling It All Down: What Do “They” Get Right?

Clarity“Doing What We Said We Would Do”Dealer Mindset to Embrace These Changes

Culture“Put It in the Slow Cooker”Why Haven’t Dealers Dominated Sourcing Local Vehicles?

Consistency“I’m the Only One”Short-Sighted FixationWhat Should Dealers Model in Digital Retailing After Carvana?

What You Can Do, We Can Do, TooFirst-Party DataInstacart ComfortabilityPay for TimeCautionary Tips in Embracing Digital Retailing

Stress TestingWork on InefficienciesFocus on Top 3 ThingsPrognosticating the Importance of Brick’n’Mortar

The Meeting PlaceDisney Club ExampleInnovation/Leveraging NetworksService/Body Shop/PartsReducing Friction Points in the Dealership’s Purchase Process

Airborne, Not ChairborneKPIs vs. Customers“Why Can’t You Do It Like Germain?”Lessons Learned from Today Applicable to Service?

Why We Did ItTraining Staff and CustomersNeed the Data Connecting with Brian Kramer