When Craig Courtney became finance director in 2017 for Taylor Chrysler-Dodge-Jeep-Ram in Bourbonnais, Ill., about 55 miles south of Chicago, his vacation days often were spent leading church mission trips to the Dominican Republic.
With just one full-time F&I manager and one assistant, no department guidelines and a dot matrix printer, Courtney wanted to ensure his department was prepared to handle the dealership's F&I operations anytime he was in the Caribbean with no cell service. So Courtney wrote and printed an 18-page manual on everything — from how to book a sale and lease to detailed updates on every open deal. He told his two staffers: "It's just so you don't get lost."
In late 2019, Courtney further regulated his store's F&I operations introducing e-contracting to speed up contracts in transit and Darwin digital F&I menus to make the sales process more consumer-friendly.
With updated systems and a new F&a…