A Winner in the Spotlight

When asked "What sets your dealerships apart from other dealerships?" Lexie Vadas, co-owner of the Winner Automotive Group says, "It's about hiring the right people, following good processes, continuous training and win-win partnerships."

When Lexie's father, John Hynanski, opened his first dealership in 1976, his goal was to achieve excellent customer care and grow market share. Along with Lexie's brother and business partner Michael Hynanski, the Winner Automotive Group strives to do that on a regular basis with their seven U.S. dealership locations, including eight franchises.  

Last year, the group re-launched its BDC (renaming it RMC — Relationship Management Center) with the assistance of PCS-Global products and services. The group has since managed to consistently deliver superior performance metrics. Take a look at their summer month averages:

Figure 1: Summer Performance Metrics from Winner Automotive Group

For the entire Winner Automotive Group, standard operating procedure includes tracking inbound sales and service calls with a CallCapture©-like product that tracks their marketing and advertising sources and also records every inbound call. This tracking allows the group to provide pinpoint training to their call handlers and creates the opportunity for daily customer-recovery interventions. The interventions not only save deals, grow CSi and provide a quick return on investment; they also help phone handlers learn important lessons for improving customer handling in the long run.

PCS-Global provides the daily monitoring and coaching of the Winner Automotive Group's phone calls in collaboration with RMC Manager Michelle Mountain, who relies on our industry-exclusive CallCoach© product.  

The Winner Automotive Group believes in capitalizing on the value of phone and Internet leads with the assistance and guidance of PCS-Global. Together, the teams participate in monthly Performance Summary Reviews and as needed, Winner BDC/RMC associates attend phone-training workshops ("When Talk Ain't Cheap") at their dealerships or at the PCS-Global Detroit-area school.