Providing "wow" customer service

In August, Jack Kare got a call from one of his regular customers. The man said his daughter needed a new car—but she lived hours away from Pat Milliken Ford, on the other side of Michigan from the dealership’s suburban Detroit location. 

Kare called her and worked out a deal. Using digital contracting and an electronic signature program, “I got everything ready, emailed her the documents and drove an hour and a half to meet her and deliver the vehicle,” says Kare, Pat Milliken’s digital-performance manager. “It was a 20-minute interaction, and she was back on her way home.” 

Later that day, after Kare had returned to the dealership, the daughter called him back. A friend of hers was looking for a specific vehicle in a specific color and struggling to work with another dealership to find it. 

“I called her friend, located the car in the color she wanted and dealer-traded it,” Kare says. “She came in two days later to pick it up.”

T…

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More tips & tools to Do It Right »

At Ally, we recognize that there never has been a more critical time to deliver on our promise to “do it right.” We are committed to supporting dealers—and the customers we serve together—through this extraordinary moment in history.

Let’s face it—these are uncertain times. But at Ally, we’re ready to help dealers and customers stay strong. Like you, we understand that resilient people and companies can emerge stronger from a crisis. After all, our company was reborn as Ally more than a decade ago following a crisis.

Throughout our 100 years, we’ve worked with dealers to adapt to market swings and changing conditions. For our part, we’re focused on developing solutions to help support your business during the coming months. We’re encouraged to see dealers implementing creative alternatives to traditional ways of doing business, including new approaches to customer test drives, safely providing vehicle service and vehicle delivery after purchase.

Staying s…

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The drama never ends

<!--*/ */ /*-->*/ The drama never ends

This time next year, Detroit will be kicking off its first auto show in nearly 1,000 days. Maybe.

Who knows whether such an event will even be possible again by then. But with next spring looking unexpectedly crowded on the auto show calendar and still iffy for in-person gatherings, organizers last week decided to shift the Detroit event to the fall from now on. It was a shrewd move to get some breathing room and take advantage of an opening created by several major European expos losing their luster, our Chief Content Officer Jamie Butters writes in Monday's issue.

This year, with their glitzy auto show exhibits still packed away, Ford Motor Co. and General Motors have big events of a different kind on their calendars at the end of September. It's the changing of the Jims at Ford this week, as Jim Hackett retires and Jim Farley becomes the 13th CEO in the company's 117-year history. Meanwhile, General M…

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Nissan may return to profit in 2021 if momentum holds up, CEO says

Nissan Motor Co. expects to return to profitability in 2021 if the current momentum continues, with demand in China already bouncing back from the pandemic, CEO Makoto Uchida said.

The company, which in May reported its first fiscal year loss in a decade and the biggest in 20 years, is forecasting a strong recovery in the Chinese market by year-end and plans to expand its presence there, Uchida said during a media briefing at the 2020 Beijing International Automotive Exhibition on Saturday.

China has emerged as a crucial market for Japan’s second-biggest automaker by output as it struggles to recover from a boardroom scandal surrounding former chairman Carlos Ghosn and a sales slump that threatens its alliance with Renault. Thanks to a strategic partnership with Dongfeng Motor Group Co. that was forged in 2003, Nissan is one of the strongest Japanese passenger automakers in Asia’s biggest economy.

Dongfeng Motor President and Nissan executive Shohei Yama…

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Ford-Unifor deal has wage gains, bonuses, shorter grow-in period

Editor's note: All figures in Canadian dollars. As of Sept. 27 $1 U.S. equals $1.34 Canadian.

Unifor members were set to begin a ratification vote today that will decide whether the union’s tentative contract with Ford Motor Co. goes into effect.

The three-year deal includes a commitment from Ford to invest $1.8 billion in its Oakville, Ontario, plant to begin building battery-electric vehicles by 2026, following a retooling in 2024, according to a document posted on Unifor’s website. Wage gains for members include a two-year reduction in the contentious 10-year wage grow-in period, two $2,000 “inflation protection” bonuses, a $7,250 “productivity and quality bonus” and two general wage increases of 2.5 percent for workers at the full pay rate, according to the union.

“This is one of the most significant investment announcements in Canadian automotive history, and is a game-changer for the Canadian auto sector,” union leaders said in a statement.

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Spin's Kay Cheng provides a macro view of micromobility (Episode 61)

Kay Cheng, head of policy initiatives at Spin, discusses micromobility in the age of coronavirus, the ideal infrastructure for e-scooters, how city streetscapes are changing and whether these changes are here to stay.

How do I subscribe?

Apple Podcasts: “Shift: A podcast about mobility” is available on the iTunes Store and through the ‘Podcast’ app pre-installed on all iOS devices. Click here to subscribe.

Spotify: "Shift: A podcast about mobility" can be streamed through Spotify on your desktop, tablet or mobile device. Click here to subscribe.

Google Play: "Shift: A podcast about mobility" is available on Android devices through the Google Play store. Click here to subscribe.

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Tesla has big expansion plans, few details

Editor's note: This story is part of the annual Automotive News "Future Product Pipeline" series.

Tesla Inc.'s stock price isn't the only part of the business that's growing. The electric vehicle maker continues to ramp up production of its Model Y crossover and has two plants — one in Germany and another in Texas — under construction. It plans to broaden its lineup with the Cybertruck pickup and a semitruck next year, and CEO Elon Musk says he wants to further expand the portfolio to potentially include a minivan and compact vehicle.

It's a tall order for a company known for blown deadlines and launch problems, but the ambitious plans have won over Wall Street investors, who have made Tesla the most valuable automaker in the world, in spite of new EVs coming from rivals that are attempting to replicate its success. Whether Musk and Tesla can deliver on its objectives remains to be seen; much of the company's future product plans are without firm deadlines and…

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GM stands by Nikola as deadline nears

Nikola Corp.'s chaos isn't necessarily General Motors' disaster.

The partnership between GM and the electric truckmaker is slated to close by Wednesday, Sept. 30, and despite accusations of fraud against Nikola and founder Trevor Milton that led to Milton's resignation as executive chairman, GM likely will move forward with the partnership relatively unscathed, analysts say.

Because GM hasn't committed capital as part of its agreement to engineer and build Nikola's pickups — in exchange for an 11 percent stake, a $700 million payment and valuable electric vehicle credits — the deal is still low-risk financially for GM and has the potential to be high-reward, analysts say.

"Even if Nikola completely imploded and went out of business tomorrow, GM financially would not be hurt by that," said David Whiston, senior equity analyst for Morningstar. "If Nikola is not a fraud, the long-term upside option value of the deal is still there fo…

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Big-ticket car dealers adjust to tight inventories

At the nation's franchised ultraluxury and exotic dealerships, new vehicles usually are the stars of the showroom. But with the new-vehicle production pipeline squeezed by COVID-19, 2020 has been anything but ordinary for elite brands.

Inventories are tight, used models are commanding higher prices and service has taken on even greater importance.

"Inventory levels are at a 12-to-15-day supply, where we like them to be at 45-to-60-day, so we're woefully out of stock," Robert DiStanislao, president of RDS Automotive Group, said of the brands he sells.

His used-vehicle inventories also are lower than he'd like.

"We're seeing that the used-car market is stronger than it's ever been," said DiStanislao, whose group has stores in Pennsylvania, Connecticut and California that sell Bugatti, Koenigsegg, Lamborghini, Maserati, McLaren and Porsche vehicles.

Although sales are expected to be down this year, there are …

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Zetsche declines to take chairman's post at Daimler

FRANKFURT -- Daimler's Dieter Zetsche will not seek to become chairman of the German carmaker's supervisory board, he told Frankfurter Allgemeine Sonntagszeitung newspaper.

Zetsche, 67, a former CEO of the company that owns the Mercedes-Benz brand, was due to take a seat as chairman on the board of directors, which in Germany is known as the supervisory board.

"Naturally I would like to have done the job. I also believe I would have done it well. But in the end I decided that I do not want it, that I renounce this opportunity," Zetsche is quoted as telling the paper.

"We acknowledge Dr. Zetsche's decision with great respect," a Daimler spokesman said.

Zetsche says Daimler's top investors would have backed him to succeed Manfred Bischoff but that there may have been opposition from other shareholders.

"The fact that after 40 years of work I am not regarded by some as an asset, but as a burden, I do not need that," Zetsche is quoted as tellin…

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Great Wall to hike overseas sales, countering overall drop

BEIJING -- Great Wall Motor aims to boost overseas sales this year, an official at China's top pickup truck maker said on Saturday, helping to ease an overall drop caused by COVID-19.

The company plans to sell 70,000 vehicles outside China, up from 65,000 last year, Sun Guang, vice general manager at Great Wall's international marketing department, told reporters at the Beijing International Automotive Exhibition 2020.

Great Wall earlier this year forecast overall sales would fall to 1.02 million this year from last year's sales of 1.06 million.

International sales make up around 7 percent of Great Wall's overall sales, and Great Wall plans to increase that gradually, Sun said.

Sun said the Baoding-based automaker plans to start building vehicles in Thailand and India next year, but did not offer detail. Great Wall said earlier this year that it would buy two plants in the two countries from General Motors .

The company also plans to sell c…

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At the Beijing show, sales rebound and EV boom mix with murky outlook

China's auto market has rebounded smartly from the COVID-19 crash in recent months, executives said on Saturday, as a rare in-person trade show was dominated by talk of recovery in the world's biggest car market.

While conditions have improved vastly from lockdowns that froze economic activity in the country where the pandemic erupted, the Beijing auto show is a far cry from the usual ebullience as fewer attend, new models are scant and prospects remain uncertain.

Doubts remain over the durability of the recovery, but the focus for now is on bright spots such as strong demand for midsized to large luxury vehicles and a flood of interest -- and investment -- in electric vehicles.

"The recovery in the Chinese market has been very remarkable, and our key segments have returned to the previous year's level if not slightly better," Nissan Motor Co. CEO Makoto Uchida told a news conference via a video link from Japan.

"I expect this rebound to continue…

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