The document discusses strategies for dealerships to improve their customer experience and talent strategies. It recommends focusing on creating a better customer experience through operational and people strategies aligned around a team structure. This includes redesigning career paths, compensation plans, and the organizational structure to be less traditional and hierarchical. The key is to implement a small team approach, assess candidates based on attributes like attitude, accountability, and culture fit, and focus recruiting efforts on mobile career sites, clear job descriptions, and assessing commitments from candidates.

1. Dealership of the Future:
Aligning Your Operational and People
Strategy
Candice Crane | VP, Dealer Solutions | Hireology

2. The Big Opportunity
Where should dealerships
be looking for competitive
advantage and increased
unit economics?
Source: Driving Sales

4. Mounting Challenges in Automotive Retailing

6. Create a better
Customer
Experience
& Strengthen your
Talent Strategy

7. Labor Market

8. Labor Market Changes

9. What Does This Generation Value

10. So how do you land top-tier Gen Y talent?

11. My Job Description
1. Park cars.
2. Wash cars.
3. Get yelled at.
4. Work early mornings, late nights,
weekends and major holidays.

16. It’s the
same person!
Customer Candidate
Recruiting is Sales and Marketing

17. Recruiting Strategy

18. Hiring is a Process not an Action
1. Brand
2. Source
3. Screen
4. Select
5. Onboard

19. Your Dealer Career Site
1. Is it Mobile-Friendly?
2. Is it easy to send in a resume or application?
3. Does is deliver the WIFM?
4. Is it search-engine friendly?
Questions to ask to find out if you’re doing it
right:

20. Career Site

21. • Not mobile friendly
• 17 minutes to submit an
application
• Zero WIFM
• No SEO
Career Site

22. • careers.dealersite.com
• Mobile friendly
• <1 minute to submit an
application
• Whole lot of WIFM
Career Site

23. • Immediate response
• Next action is on the
lead
Next Steps

24. • Targeted questions
• Scores the lead
• Shows their
commitment
Next Steps

25. Risk Assessment

26. What Matters?
If there was such a thing as
“Sabremetrics for recruiting,” here
are your four metrics that matter.

27. The Super Elements
1. Attitude
2. Sense of Accountability
3. Prior Related Job Success
4. Culture Fit

28. The Super Elements
Attitude:
a positive disposition, or satisfaction
that persists across job experiences
1

29. The Super Elements
Sense of Accountability:
The extent to which a person believes
he or she has control over their own
outcomes, also called “locus of control”
2

30. The Super Elements
Prior Related Job Success:
Having met formal goals in past jobs that
are similar to the job at hand
3

31. The Super Elements
Culture Fit:
The degree to which the candidate shares
similar values with the organization,
and demonstrates an authentic interest in
the job at hand
4

32. People Strategy

33. Small Team
Implementation

34. Organizational Structure-Traditional
Customer
Facing
SME
Strategy GM
Sales Mgr
Sales Rep
Service Mgr
Service Advisor
Autonomy

35. Customer Facing
Tactical Leader
SME
Strategy
GM
Sales Mgr
Team Lead
Sales Rep
Service
Manager
Team Lead
Service
Advisor
Autonomy
Organizational Structure- New

36. Traditional Hierarchy

37. Team Structure

38. Career Path

39. Career Path

41. Career Path
CUSTOMER SPECIALIST
TRAINEE
13+ Weeks 9 months - 2 Years
1 years- 3 years
2 + years
CUSTOMER SPECIALIST
TEAM LEAD
ACCOUNT EXECUTIVE
1 years- 3 years
NEW/USED MANAGER

42. Compensation Plan
Design

43. Compensation Plan Design
Multiple Plans
Gradual Plans
Team Bonus
Less Financial Risk to Candidate
Higher Expectation of
Performance
More Investment in Employee

44. $36K Base Pay
$500 Spending Money
Food
Clothes
Saving
Taxes
•$750
Housing
•$1000
Car
•$300
Insurance
•$150
Student Loans
•$150

46. Thank You!
Let’s Stay in Touch
LinkedIn: Candice Crane
Twitter: @CraneAutoHR
Email: ccrane@hireology.com