Brian Kramer is the General Manager of Germain Toyota of Naples and has been a change agent and advocate for digitizing car dealership experiences and processes. Some dealers are still reluctant to adopt a digital process, but now is the time to embrace the digital transformation.

In this episode we discuss:

• Brian shares that it's important to take action adopting digital processes, even if it's messy to begin with.

• With digital adoption comes the importance of displaying F&I numbers earlier on in the customer's purchase journey. Customers who can see numbers earlier on usually end up purchasing more products and services.

• Brian's team starts with a digital retail tool, and then follows a process that is 100% paperless.

• When the deposit is received, that's the trigger for a remote interview with the customer. That way the dealership can provide a more accurate "out-the-door" number.

• Brian can't think of a reason why his team wouldn't conduct an F&I interview prior to creating documents for a customer.

• Brian's team slogan is "Simple, Fast, and Easy." That's allowed them to get away from price and payments and allows them to focus more on making sure they can always provide an answer to customer questions.

• Listen for more!

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Thank you, Brian Kramer!

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