The First Pencil

👉Sign up for Kathi’s newsletter here👈Kindness is the oil that takes the friction out of life. It can also be the difference between you and the competition. Kathi and Mike share some real time stories about employees that have gone the extra mile, and in the process made themselves memorable. We also share some examples of what happens when poor management, lack of training and a culture that doesn’t put the customer first is left to its own devices. In our music segment:Metallica: Funeral For a Friend/Love Lies Bleeding Ultravox: Reap The Wild WindUltravox: Vienna (Live Aid)👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈Spring is always a good time to review and reflect on what’s working for you, what’s not, and what needs more attention. Kathi and Mike share a few “Spring Cleaning” stories and best practices at the dealership. Music segment: Alanis Morrisette on David Letterman: You Oughta KnowMilli Vanilli documentary The bizarre untold truth behind the greatest con in music history👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈This week, Kathi and Mike share insights on Rand Fishkin’s SparkToro’s website traffic sources study. Some surprises, great data.Then we talk about the valuable company assets known as social media business pages. It’s no longer simple or easy to retrieve them if you don’t have login credentials so we share our best practices for how to never find yourself in that position.Weekend social media for good: Rand Fishkin’s wife, Geraldine DeRuiter is a James Beard award-winning blogger and author. Last Friday, she posted on Threads that her new book was given a terribly negative (even personal!) review by a New York Times critic. Then, over the weekend, something magical happened. It’s a fantastic example of how social media is still great for coming together to support someone and turn a bad review into a bestseller.Geraldine on Threads (if you’d like to see how it all unfolded): Geraldine’s book: If You Can’t Take the Heat (Kathi ordered it and her blog and first book are amazing) Geraldine’s blog: The Everywhereist Music:The Jam’s last album “The Gift” released March 12, 1982: A Town Called MaliceMarch 1985: The first full album from a fav of Mike’s, The Sisters of Mercy was released.👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈As we witness every social media channel changing and shifting, so goes the user experience and behavior on each one. Kathi and Mike try to make sense of the current state of social platforms, how to navigate the changes and what we can expect for the foreseeable future. One thing that doesn’t change? The need for outstanding, relatable, educational content.Music:The Midnight Special TV Show👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈Mike gives us a breakdown of the goings-on at the National Automobile Dealers Association convention from his view as an exhibitor.  As introverts, we both share certain traits (that are completely normal BTW) that make large groupings of people (like conferences, conventions) sometimes hard to navigate and are often draining.In our music segment:The Rock and Roll Hall of Fame nominations were announced!Mike and his wife went to see the movie about the Pet Shop Boys: DreamworldCheck out Gary Janetti on Instagram.Kathi highly recommends Ozark on Netflix if you haven’t seen it.Check out Smartless podcast - we can all use a laugh and they deliver every single episode.👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈Kathi and Mike are back with an episode to catch you up on what’s hip and what’s not in the world of using AI. We both come from dealerships so our perspective is different from that of a vendor’s. There’s a lot to learn and say about this exciting new tool but for now, here’s what we’re seeing as a practical way of incorporating AI to enhance operations without feeling overwhelmed by it all.Netflix Documentary: The Greatest Night in Pop👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈The 2023 Cox Automotive Service Study reveals a significant shift in consumer preferences regarding vehicle service providers and customer experience. While dealerships historically led as the preferred choice, they are now facing increasing competition from general repair shops. This change is driven by a decline in consumer trust towards dealerships.Music: Mikes favorite Xmas song: The Waitresses: Christmas WrappingRemastered Joy Division Oct 1979 Apollo Theater Manchester UK 👉Sign up for Kathi’s newsletter here👈Got a question? Email either of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈We’re back after a short hiatus. Thanks for listening!In this episode, Kathi and Mike reminisce about their journey through automotive social media and online reputation management. Music: RIP Shane MacGowan/The PoguesFairyTale of New York (1988)The Dubliners and The Pogues (1987) The Irish RoverHere’s one with Joe Strummer (The Clash) (1987)I Fought the LawDocumentary: Crock of Gold - A Few Rounds with Shane MacGowanRIP Geordie Walker/Killing JokeEightiesAnd Mike’s favorite: Love Like Blood👉Sign up for Kathi’s newsletter here👈Got a question? Email either us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈Mike just got back from the Digital Dealer Conference in Las Vegas. We have thoughts.Twitter, the platform we’ve loved for 14+ years, is officially dead. While both of us are still there, we are down to about 5% of the amount we used to be. Many sane users have been looking for a place to go. We’ve tried most of the new platforms and we think one has the best potential.We also touch on AI prompts (ie: where the magic happens). This article is super helpful.In our music segment:Mike recommended this book: The Art of Darkness: The History of GothKathi reflects on Club Lingerie, a small club on Sunset that was ground zero for a generation of music fans.👉Sign up for Kathi’s newsletter here👈Got a question? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈For some reason, Kathi and Mike have both been witnessing a lot of disturbing customer treatment lately. This week, we share a few stories and then discuss how that’s a losing proposition in today’s retail environment.Then, we discuss why it’s important to have a written social media policy and some training to mitigate online crisis management.And finally, Google Business Profiles are giving users another way to connect with their customers.Music segment:Midnight Special: Rick Derringer and Edgar Winter Group 👉Sign up for Kathi’s newsletter here👈Got a question? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈One of the most important parts of social media strategy is to monitor comments. It can be as simple as taking a few minutes out of your day to review comments and respond where appropriate, or advanced as using online marketing and data analytics tools. All of it will provide valuable insights into customer sentiment, customer experience and perception of your brand.In our music segment:Bowie 11/16/73 on The Midnight Special youtube channel: Space OddityJean GenieDuet with Marianne Faithfull: I Got You Babe👉Sign up for Kathi’s newsletter here👈Got a question? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈We can all agree that change is hard, right? It’s super easy to retreat into the comfort of old habits (we’re all guilty of it!). Change is often accompanied by uncertainty, discomfort, and even fear and so resisting seems like the easier route. But when we view large and small shifts as opportunities rather than setbacks, new worlds open up. Kathi shares a bit about what’s happening on America’s public lands and the wild horses who live on them. If you’d like to know more and/or get involved, get in touch with Kathi (email below or via social media). No matter how small, your action helps save lives.Our music segment:Suburban Lawns JanitorGidget Goes To HellUnable (live) If you're a car person (worked/working in dealerships like us) we want to hear from you. Got a question (or two or three)? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈You should consider your social media profiles as company assets. Don’t run the risk of losing them by giving outsized access to vendors. You wouldn’t give a vendor keys to the store so they can work on the vending machine, right? Mike got a new mic!Music segment:The CureElvis CostelloGot a question (or two or three)? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

👉Sign up for Kathi’s newsletter here👈Kathi and Mike believe delivering the very best customer experience is crucial to dealership profitability. When it comes to selling cars, not all customers are created equal. Some approach the dealership with a lack of trust and the expectation of an adversarial buying experience. Sometimes, people are just shady, which happens in any business that deals with the public. We share our insights on how to mitigate issues with tricky customers.Kathi shares her latest update on the Facebook/Meta ads experience. It ain’t good.In our music segment:Belinda Carlyle’s birthdayAnniversary of New Order’s album SubstanceKathi’s hot movie tips:The YouTube Effect (documentary)Mark Cavendish: Never Enough (documentary on Netflix)Painkiller (Netflix) If you're a car person (worked/working in dealerships like us) we want to hear from you. Got a question (or two or three)? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

Kathi and Mike are car biz veterans. We strive to make the car biz a better place.Mike shares his less-than-5-star dealer service experience and as with all things dealership customer related, we are inspired to share content ideas for service dept personnel and the marketers who love them.Kathi shares her experience running the Hanaeleh horse rescue’s Hay Fundraiser on social media. She conducts these fundraisers three times a year and every time there are more changes that create obstacles for a successful result. In our music segment:RIP Paul Reubens AKA Pee-Wee HermanDanny Elfman and Oingo Boingo👉Sign up for Kathi’s newsletter here👈If you're a car person (worked/working in dealerships like us) we want to hear from you. Got a question (or two or three)? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

Throughout this podcast, Kathi and Mike have shared techniques and tips on how to  make social media effective throughout the entire sales process. It works well in building a pipeline, nurturing leads, giving and getting referrals and achieving sales goals. The more things change, the more they remain the same. You can’t close the sale without connecting first.Valuable content (that customers need and appreciate) is still at the forefront of getting noticed online. Kathi and Mike share why content is still so important and illustrate that fact with an awesome real-time example.In our music segment:RIP Sinead O’Connor. Sinead sang at Shane MacGowan's 60th birthday party in 2018. This comment on the video says it all: "She sings from the inside, and never cheats a single note. Her spirit transcends all that is common, small, and mean." It gives you the chills!A Classical composer experiences Emerson, Lake and Palmer for the first time.The Rob Squad reacts to ELP Karn Evil 9 Pt 2Here’s JayveeTV getting emotional about The Seekers and their harmonizing. (It’s so nice to see!)👉Sign up for Kathi’s newsletter here👈If you're a car person (worked/working in dealerships like us) we want to hear from you. Got a question (or two or three)? Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

Car prices are coming down and dealers’ vehicle supply is going up. The problem now is that loans are harder to come by. Millennials and Gen Z can’t afford their car loans and it seems to be getting worse. Delinquency rates on auto loans are hitting record highs: in May 2023, the number of severe delinquencies matched that of 2006, when Cox Automotive first started tracking these. All of this will cause major shifts in the way we’ve been doing business for the last 10+ years. Kathi and Mike provide insights and share the opportunities they see coming.As operations change, the one constant is customer experience. It’s what will differentiate you from “just another car dealership.” Everything old is new again. Carl Sewell said in his book, “Customers for Life”: “Find out what the customer wants and give it to ‘em.” Kathi shares a story that illustrates the importance of listening to the customer.Here’s the Automotive News article on Autonation’s Q2 results.Here’s more info on auto loan delinquencies.In our music segment:Jack White purchased the first Elvis recording at Sun Records. Here’s his Instagram post about it.Dogstar at The Roxy this week (features Keanu Reeves on bass). Videos thanks to Pamela Chelin, writer for Billboard, Spin, LA Times and more. Follow her on Twitter @PamelaChelinDogstar Video oneDogstar Video twoLollapalooza 1991 (the first one was in Tempe, AZ but then it came to Irvine Meadows in So Cal)👉Sign up for Kathi’s newsletter here👈If you're a car person (worked/working in dealerships like us) we want to hear from you. Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

Now that many of us are starting from scratch on a few new social networks, Kathi and Mike discover that when you’re forced to start over with a clean slate, it’s easy to lose sight of the exceptional talents each of us have. “Stinkin’ thinkin’” gets the better of all of us sometimes so we wanted to share our own tips and tricks for not letting imposter syndrome get the upper hand.In our music segment:Live Aid happened on this day, July 13th, in 1985. It’s amazing how many bands contributed and wow, thank goodness they televised it so that we can bask in its glory all these years later, amirite?👉Sign up for Kathi’s newsletter here👈If you're a car person (worked/working in dealerships like us) we want to hear from you. Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

Today (7/6/23) is the launch of Threads, Facebook/Meta’s answer to Twitter. Kathi and Mike had already explored it a bit and have a lot to share about it and the other new platforms that are popping up.As things shift and decentralize in the social media ecosystem, it’s more important than ever to begin with a strategy that outlines the goals you want to achieve. Kathi and Mike share a few not-best-practices they’ve seen happening so that you can learn what not to do, too.In our music segment:Watch the Wham! Documentary trailer here.Here’s the link to the Hard Fork Podcast Kathi mentioned.Sign up for Kathi’s newsletter here!If you're a car person (worked/working in dealerships like us) we want to hear from you. Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com

To say there’s been changes in the car business is a colossal understatement. After the challenges from the pandemic, it seems as though dealership processes are all over the place…and that’s to be expected. But now that we are beginning to see a return to some norms, and customers are expecting an improved experience at the dealership, focused training and digital retail tools will get the flow going again.Our friend, Tim Bartz:Connect to Tim Bartz in all these places!Tim Bartz/Long McArthur Ford YouTubeCheck out the Cox Automotive Q2 Industry RecapIn our music segment, there are a couple new documentaries coming that you’ll want to check out.If you’re a sick individual like Kathi and want to know more about 90 Day Fiance, click here.If you're a car person (worked/working in dealerships like us) we want to hear from you. Email either (or both) of us!Kathi: kathi@krusecontrolinc.comMike: mikethecarguy@outlook.com