Digital Dealer - August 2019 - 20

Road Trip to DD27 | AUG 19-21, 2019 | Las Vegas

Cover Story (Continued from pg. 19)

Toyota, Hyundai, and Daihatsu. I
wore many different hats, from vehicle
deliveries to F&I to working with the
manufacturers. Anything to do with
customers or employees ended up in
my office. I even handled lemon law
issues between our customers and
manufacturers, crazy busy time - and a
priceless education.
Although Titus-Will is a family
business and I am not a family
member, they always treated me like
family. That's exactly how we want all
our employees and customers to feel.
DEALER MAGAZINE: You won an
award from Toyota early in your career.
What was the award and how did you
win it?
DAWN: Toyota had a contest
for employees from service, parts,
technicians and customer relations
that would have us compete against
others in our 5-state region. We were
tested on our positions, training
skills, as well as Toyota knowledge.
CRM competitors had to know the
history of Toyota, all the ins and outs
of warranties, customer handling and
so on. I won first place in the Toyota
Region, which meant I had to compete
20

AUGUST 2019

in the national contest in California
with people from all over the country. I
was so nervous. However, people here
were incredibly supportive.
During the competition, I completed
a written test and then was placed at a
desk and, while being videotaped, had
to deal with three different customers-
on a time limit. I could barely breathe
when it was done and couldn't stand
because my legs were shaking. I took
second place in the country and was
awarded a trip to Japan, where I was
inducted into Toyota's Assembly of
Champions. There were 138 delegates
from every country in the world
attending, and I was the only woman.
The challenge and the trip completely
changed my life.
DEALER MAGAZINE: How did it
change your life?
DAWN: After the challenge, the
company decided that my future was
even brighter and offered me the Ford
service manager position. I ran the
service department for nine years, and
I was supported by an incredible crew
and we grew beyond expectations,
developed a commercial fleet business
and became a top tire dealer in the

D I G I TA L D E A L E R . C O M

country and President Award winner. I
was a member of a council that visited
Detroit twice a year to help find ways
to improve quality and restore the Ford
image. In April of 2007, I was asked
to be the first GM of our Ford store,
which had always been managed by
the Dealer Principal. At first, I was
reluctant due to the looming recession;
however, our Dealer Principal, Graham
Tash, would not take "no" for an
answer.
I am very proud that during the
Great Recession, we did not go through
layoffs or cancel healthcare benefits.
We focused on low-hanging fruit and
all of our employees worked together to
help and to develop ideas. We still grew
our business, while saving to maintain
our most valuable asset: "our people."
It is the people you work with that help
you weather any storm and make the
difference in your company's success.
DEALER MAGAZINE: Titus-Will
has been around since 1938. To what
do you attribute its long-running
success?
DAWN: We have a tagline that
says it best: A Tradition of Excellence
since 1938. Integrity and fairness


http://www.DIGITALDEALER.COM

Digital Dealer - August 2019

Table of Contents for the Digital Edition of Digital Dealer - August 2019

Digital Dealer - August 2019
A Message from the Show Director
Generational Leadership
Leasing Is Now - Know the Maintenance Requirements or Else
What You Don't Know Can and Will Hurt You
The Customer Buy Center: A Better Way to Build Inventory
Level Up: Drive a Better Clicks-to-Bricks Connection
Interview with Titus-Will Toyota
Inside Digital Dealer 27
Reaching for High-Star Ratings
You Keep Talking, But Are Your Customers Listening?
16 Ways to Damage Your Professional Brand & Fail at Social Selling
Why Public Relations Is Essential for Your Dealership
Using Facebook to Jumpstart Your Loyalty and Retention Programs
‘Medium and Message’ Magic!
3 Simple Ways to Communicate Better with Your Customers and Increase Sales
The Push for Increased Fuel Economy Continues: How Can Fixed Ops Contribute?
Digital Dealer - August 2019 - Digital Dealer - August 2019
Digital Dealer - August 2019 - Cover2
Digital Dealer - August 2019 - 1
Digital Dealer - August 2019 - 2
Digital Dealer - August 2019 - 3
Digital Dealer - August 2019 - A Message from the Show Director
Digital Dealer - August 2019 - 5
Digital Dealer - August 2019 - Generational Leadership
Digital Dealer - August 2019 - 7
Digital Dealer - August 2019 - Leasing Is Now - Know the Maintenance Requirements or Else
Digital Dealer - August 2019 - 9
Digital Dealer - August 2019 - What You Don't Know Can and Will Hurt You
Digital Dealer - August 2019 - 11
Digital Dealer - August 2019 - 12
Digital Dealer - August 2019 - 13
Digital Dealer - August 2019 - The Customer Buy Center: A Better Way to Build Inventory
Digital Dealer - August 2019 - 15
Digital Dealer - August 2019 - Level Up: Drive a Better Clicks-to-Bricks Connection
Digital Dealer - August 2019 - 17
Digital Dealer - August 2019 - Interview with Titus-Will Toyota
Digital Dealer - August 2019 - 19
Digital Dealer - August 2019 - 20
Digital Dealer - August 2019 - 21
Digital Dealer - August 2019 - 22
Digital Dealer - August 2019 - 23
Digital Dealer - August 2019 - 24
Digital Dealer - August 2019 - 25
Digital Dealer - August 2019 - Inside Digital Dealer 27
Digital Dealer - August 2019 - 27
Digital Dealer - August 2019 - 28
Digital Dealer - August 2019 - 29
Digital Dealer - August 2019 - Reaching for High-Star Ratings
Digital Dealer - August 2019 - 31
Digital Dealer - August 2019 - You Keep Talking, But Are Your Customers Listening?
Digital Dealer - August 2019 - 33
Digital Dealer - August 2019 - 16 Ways to Damage Your Professional Brand & Fail at Social Selling
Digital Dealer - August 2019 - 35
Digital Dealer - August 2019 - Why Public Relations Is Essential for Your Dealership
Digital Dealer - August 2019 - 37
Digital Dealer - August 2019 - Using Facebook to Jumpstart Your Loyalty and Retention Programs
Digital Dealer - August 2019 - 39
Digital Dealer - August 2019 - ‘Medium and Message’ Magic!
Digital Dealer - August 2019 - 41
Digital Dealer - August 2019 - 3 Simple Ways to Communicate Better with Your Customers and Increase Sales
Digital Dealer - August 2019 - 43
Digital Dealer - August 2019 - 44
Digital Dealer - August 2019 - 45
Digital Dealer - August 2019 - The Push for Increased Fuel Economy Continues: How Can Fixed Ops Contribute?
Digital Dealer - August 2019 - 47
Digital Dealer - August 2019 - 48
Digital Dealer - August 2019 - Cover3
Digital Dealer - August 2019 - Cover4
https://www.nxtbook.com/nxtbooks/digitaldealer/202004
https://www.nxtbook.com/nxtbooks/digitaldealer/202003
https://www.nxtbook.com/nxtbooks/digitaldealer/202002
https://www.nxtbook.com/nxtbooks/digitaldealer/202001
https://www.nxtbook.com/nxtbooks/digitaldealer/201912
https://www.nxtbook.com/nxtbooks/digitaldealer/201911
https://www.nxtbook.com/nxtbooks/digitaldealer/201910
https://www.nxtbook.com/nxtbooks/digitaldealer/201909
https://www.nxtbook.com/nxtbooks/digitaldealer/201908
https://www.nxtbook.com/nxtbooks/digitaldealer/201907
https://www.nxtbook.com/nxtbooks/digitaldealer/201906
https://www.nxtbook.com/nxtbooks/digitaldealer/201905
https://www.nxtbook.com/nxtbooks/digitaldealer/dd26showdirectory_042019
https://www.nxtbook.com/nxtbooks/digitaldealer/201904
https://www.nxtbook.com/nxtbooks/digitaldealer/201903
https://www.nxtbook.com/nxtbooks/digitaldealer/201902
https://www.nxtbook.com/nxtbooks/digitaldealer/201901
https://www.nxtbook.com/nxtbooks/digitaldealer/201812
https://www.nxtbook.com/nxtbooks/digitaldealer/201811
https://www.nxtbook.com/nxtbooks/digitaldealer/201810
https://www.nxtbook.com/nxtbooks/digitaldealer/201809
https://www.nxtbook.com/nxtbooks/digitaldealer/201808
https://www.nxtbook.com/nxtbooks/digitaldealer/201807
https://www.nxtbook.com/nxtbooks/digitaldealer/201806
https://www.nxtbook.com/nxtbooks/digitaldealer/201805
https://www.nxtbook.com/nxtbooks/digitaldealer/201804
https://www.nxtbook.com/nxtbooks/digitaldealer/201803
https://www.nxtbook.com/nxtbooks/digitaldealer/201802
https://www.nxtbook.com/nxtbooks/digitaldealer/201801
https://www.nxtbook.com/nxtbooks/digitaldealer/201712
https://www.nxtbook.com/nxtbooks/digitaldealer/201711
https://www.nxtbook.com/nxtbooks/digitaldealer/201710
https://www.nxtbook.com/nxtbooks/digitaldealer/201709
https://www.nxtbook.com/nxtbooks/digitaldealer/201708
https://www.nxtbookmedia.com