At the height of the pandemic in 2020, CFADA spoke to its Vice-Chair, Glenn Ritchey, Jr. of Daytona Hyundai. We talked about his dealership, the auto industry in general, and the elephant in the room that was COVID-19.
This article was originally published in 2019-2020 Issue 3.
Before getting into the specifics of the pandemic, we wanted to know about Glenn’s educational background and his studies. “I went to a private school in Volusia County,” he began. “After high school, I attended our local community college for finance and then on to attend the NADA Dealer Candidate Academy. After graduating, I participated in various training programs offered by vehicle manufacturers regarding the automotive industry.”
Since he attended the NADA Dealer Candidate Academy, it sounded to us that perhaps he had always wanted to be part of the auto industry. We asked him and wondered as well how he came to be a dealer. “My father got in the business around 50 years ago, and I followed in his footsteps. He started me off at the bottom, and I worked my way through different departments in our dealerships. He then gave me an opportunity and suggested I move out to another part of the country to work for a few of his dealer friends to make sure I wanted to be in the business and experience it from a different perspective than our own. This total experience confirmed for me that I wanted to continue and make the automobile business my career.”
We moved our discussion to what had been on everyone’s mind since the early part of 2020: the pandemic. With these unprecedented times in mind, we asked what he was doing, as a small business, to weather this particular storm. “We are looking at opportunities within our processes to strengthen our financial position in the current market,” he said. “With the shortage of new vehicles being delivered to dealerships right now, we are looking at the used car market and making sure we have the right preowned inventory on hand to supplement due to the shortage of new inventory.”
And we wondered about his employees and what he, as a dealer, was doing to support them. Like most dealers, he was happy to discuss those who worked for him.
“First,” he said, “we sent out the message that we are open for business and offering a clean and safe environment for visits and demonstration drives. Another is we did not furlough or lay off any of our employees, and we are continually improving training for everyone as needed. We also adjusted pay plans to help employees maintain their livelihood. Our dealerships participated in the Payroll Protection Program to assist us in keeping our employees working so they can support their families.”
In reference to community outreach – supporting essential workers like those in health care and first response – we were curious about what he and his dealerships were doing in that regard. He told us, “The way we are helping in our community is by continuing our financial support to programs we have supported over the years. We respect and appreciate our essential workers and first responders. We offer additional savings on all new and preowned vehicles. Also, we provide service specials and discounts as needed.”
Past experience is always helpful in navigating new situations, and we wanted to know how his knowledge about the industry was impacting what he was doing presently.
“First is expense control,” he explained. “This unforeseen challenge has caused us to take a closer look at nonproductive expenses and costs associated with vendors we do business with. And secondly, we have not stopped advertising. We adjusted our digital marketing platforms to make sure we have a presence in this highly competitive climate.”
We asked if there were any major challenges in creating a balance between customer branches and digital-based transactions. Glenn said, “Hiring, training and maintaining employees is one of the biggest challenges most dealers are facing now,” he said. “Another challenge is to give the online shopper and the shoppers who visit the dealership a seamless shopping and purchase experience.”
And what effect, if any, would the pandemic crisis have on the auto industry going forward? “I think it will push more of our customers to our websites and possibly more home or office demonstrations and delivery,” he responded.
Looking ahead, we wondered if Glenn – as a small business owner and leader – had any takeaways from this extraordinary experience that could guide his future business decisions. “With all the challenges we have faced in the first half of 2020,” he said, “we have learned that flexibility must be our most rigid policy. I think this will make us better prepared to meet future challenges.”
This group of dealers and GMs are true leaders in their communities, and they strive to make a difference in the automotive industry in Central Florida.
Shifting away from the pandemic, we asked his opinion about how the automotive industry has changed in the past five years. “The most significant change I think has been the consumer transition from passenger cars to light-duty trucks, crossovers and SUVs,” he ventured. “Also, the mass migration to digital advertising and social media has been a significant change. We are truly living in an information-seeking society.”
Then what would be some of the dominant trends within the industry in the next five to ten years? “I think some trends will be more EV vehicles as sales have trended up in that segment,” he answered. “Also, I think we may eventually see more noncommissioned sales salespeople. Something like a product specialist. Possibly more online purchases with product demonstrations at home or office and no-touch deliveries. The way consumers purchase vehicles in the next five to ten years will undoubtedly evolve and change.”
We asked him if there were any specific individuals who had a major impact on his career. He said, “My father was my biggest role model growing up, but also, I have worked firsthand with some of the best managers in the industry. A lot of people helped shape and teach me the business, and I am still learning.”
We wanted to know what he thought was the most rewarding part of his career. “Doing what I love to do and working together with our team to make a positive impact on our community. I still love to see the smiles on people’s faces when they tell me how much they appreciate our dealership’s involvement in the community, and our customer survey scores reflect that.”
When we asked if there was ever an “aha” moment in his career that defined him, Glenn said with a smile in his tone, “Not yet. I’m still young.”
Regarding helping out the community, did he and his dealerships get involved in any civic or charitable organizations? “Yes!” he exclaimed. “Community service has always been a big part of my family’s business tradition. I am currently involved with our local Rotary Club; I am a past board member for the Daytona Beach Symphony Society and am now on the Advisory Board for Halifax Health Hospital. We also support the Council on Aging, SMA Behavioral Health Care, the Annual Mayor’s Cup Golf Tournament and area high schools’ sports and music programs.”
Looking back on his career and life, we asked him to provide us with three things he’s learned that could be passed on to a younger member of the banking community. “Number one: doing what’s right is not always easy, but it is always right,” he began. “Number two: live in and enjoy the present moment more. And number three, turn a problem from a challenge into an opportunity.”
Shifting focus to the CFADA, we asked him to tell us the biggest impact of being a member of the association, and what made it beneficial. “I was honored when I was asked to be on the CFADA board,” Glenn recounted. “It’s great to have these professionals as a resource when I have a need or question about our business. After my first meeting, I realized this was a great organization to be involved with and support.
“This group of dealers and GMs are true leaders in their communities,” he continued, “and they strive to make a difference in the automotive industry in Central Florida.”
Next, we asked if he had a favorite way to spend his free time or if he had any unusual hobbies. “No unusual hobbies,” he said, “but I am known amongst my family and friends for traveling to different mountain biking locations. I also enjoy camping, fishing, snowboarding, live music and theater.”
Finally, we asked Glenn if he had any professional moments about which he was the most proud. “The biggest moment would be my family’s Chevrolet store achieving the Dealer of the Year award 18 years in a row and being recognized for that. Also, graduating from the Dealer Candidate Academy and operating the Hyundai/Genesis Dealership for my family.”
And we’re happy to announce that a few months after this interview, Glenn’s family Chevrolet store was awarded its 19th consecutive Dealer of the Year award.
And that’s something to be proud of.
