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Not only are some dealers failing customers but they are failing themselves. The things we are witnessing now - the behaviors and lack of oversight - can only lead to trouble.

We went a little long on this episode but it’s a subject that is near and dear to us as car people.

Music segment:

Everything But The Girl - lead singers bday

“Take Me”

Stevie Nicks on SNL

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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Kathi shares her experience fresh from evacuating the horse rescue after the Airport Fire got too close for comfort.

Then, we talk about the concerning data around car loan delinquencies, how we got here and what might be in store for banks, dealers and customers.

Music segment:

The Doors anniversary of getting kicked off Ed Sullivan The Doors - Light My Fire - Ed Sullivan Show 1967 (HD Remastered)

Docs:

Christopher Reeve documentary comes out Sept 21st in theaters. Streaming to follow soon after.

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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This week, Kathi and Mike cover the ground-shift that has happened and is happening with two of the largest companies on earth, Google and Facebook. Both platforms are under pressure to grow even bigger and all of us users are being left out in the cold, including millions of small business websites that have seen their traffic reduced by up to 94%.

Podcasts mentioned:
Adam Conover’s Factually: How Google Ruined the Internet
The Publisher’s Playbook: Google’s Helpful Content Update with Lily Ray

Music segment:
44 years ago: Jello Biafra/Dead Kennedys album Fresh Fruit for Rotting Vegetables.
California Uber Alles
Holiday in Cambodia
N*zi Punks F*ck Off

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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Carrying the subject matter over from last week’s pod, Kathi and Mike cite examples where appreciation, recognition and specific training can go a long way for service advisors, who are the “salespeople in the service dept.”

Music segment:

August 27th Anniversary of the B52s second album, “Wild Planet”
Private Idaho

Radiohead Perform "Creep" Live on September 14, 1993 | Late Night with Conan O’Brien

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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In this special episode, Kathi goes solo in a conversation with her long-time friend, Laurie Down, an amazing customer service manager (who is currently working as a successful Service Advisor).

If you’re in the car biz, especially in Fixed Ops, you’ll enjoy hearing Laurie's real-time stories that reveal her credo that guides her approach to customers and why it's essential to treat all customers respectfully. Don’t miss this one!

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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We explore the trials and tribulations of attempting to advertise with Facebook. Warning: the endeavor may make you cough with frustration (like Kathi).

Then, we discuss dealership customer experience, particularly in the Service Dept. How are dealerships going to succeed in competing with independent repair shops and chains like Valvoline?

Kathi shares an update on her Automotive CFO to Go FREE “Dealer Financials Self-Assessment.” Here’s a link.

Music segment:

Elvis Costello - Peace, Love and Understanding (Live on the Letterman Show)

Documentary series: Murder in The Heartland

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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Kathi and Mike explore the advantages of email (hint: there are many) but only with a strategic, consistent approach. "Email blast" is a term we've all heard but it's effectiveness is dubious. Spamming has a totally different meaning today than it did even 2 years ago and it’s easy to waste resources. Let's do email right!

Then we share a few stories about our days in retail that seem timely. Let us know what you think?

Music segment:

Patti Smith https://youtu.be/y6Wz3i_BYUc?si=hLLG8b1seQOYl4xL

The Pogues: Rum, Sodomy and The Lash (two songs that are Kathi's faves but the whole album is iconic.

A Pair of Brown Eyes

Dirty Old Town

Mike's choice if you're looking for a good 80s Movie: Better Off Dead

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Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com

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Do short skirts equal leads?

Does hiring actors to pretend they’re employees send the right message to car buyers?

Does anyone else think this trend is not worthwhile? (ie: Does it pencil??)

Kathi and Mike discuss the poorly-conceived trend of dealers posting on TikTok and Instagram going for “viral” clicks (while likely not considering important business metrics that are always crucial to any marketing campaign).

Tim Bartz “The Ford Video Guy” does it right. We’ve said it before and we’ll keep saying it. Tim simply provides quality information for car shoppers that translates to sales.

Dealer Marketing Magazine has reinvented itself and the first issue includes Kathi’s insights for beginners who want to use AI for marketing.

Music segment:

Olympics: French metal! Gojira (please excuse the nonsense commentary spoken over their performance)

Elvis Costello, My Aim Is True

Song: Red Shoes

Faye documentary on HBO

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Got a question? Email either of us!

Kathi: kathi@krusecontrolinc.com

Mike: mikethecarguy@outlook.com