As I reflect on taking the stage at the NADA Show in New Orleans in January, I recall my excitement and determination to share insights that can revolutionize the role of F&I managers in the automotive industry. Last year in Las Vegas, I ignited a spark of innovation in our field, and this year, I’m ready to bring an explosion of ideas that will empower F&I professionals to lead with purpose and passion.

Takeaway 1: Become a Black Belt at Selling F&I Products

Just as I have trained diligently to earn my black belt in Brazilian jiujitsu, I believe that F&I managers should strive for mastery in their field. It’s essential to become a black belt in selling F&I products, which requires a proactive approach in the sales process. We must engage early in the transaction, working closely with the sales department to facilitate seamless experiences for our customers. 

Understanding the personality types of our retail customers is key to tailoring our approach. By committing to continuous training and education, we can enhance our skills, ensuring we are equipped to meet the diverse needs of our clientele. My goal is to help as many F&I managers as possible achieve their black belt in F&I, transforming our approach from transactional to transformational.

Takeaway 2: The Symbiotic Relationship Between Service and F&I

A thriving dealership is built on collaboration, and one of the most critical relationships is between the F&I department and the service department. As black belts in F&I, our responsibility extends beyond just selling products; we must also focus on retention-based products that foster a lasting connection between the retail customer and the service department.

When the service department excels in delivering exceptional experiences during the ownership period, customers are more likely to return to sales for their next vehicle purchases. By aligning our goals and strategies, we can create a cycle of loyalty that benefits the entire dealership.

Takeaway 3: Creating a Servant-Leading Culture

The final pillar of my presentation focused on cultivating a servant-leadership culture throughout the dealership. This approach emphasizes the importance of alignment across all departments, encouraging everyone to row in the same direction. Investing in leadership development across all levels of the dealership fosters an environment where collaboration and support flourish.

Servant leadership not only enhances employee engagement but also drives a customer-centric approach that can elevate your dealership to new heights. By prioritizing the growth and well-being of our teams, we can create a culture that resonates with our customers and strengthens our brands.

As I shared my love and admiration for the retail automotive industry on stage at NADA, I hoped to inspire fellow professionals to embrace these principles. Together, we can transform the F&I landscape and create a dealership environment that thrives on collaboration, mastery and servant leadership.

I look forward to the year following my talk in New Orleans, ready to ignite a movement of excellence in our industry!

I’m your friend in F&I.

Adam Marburger is CEO of Ascent Dealer Services. 

EDITOR’S NOTE: This article was authored and edited according to F&I and Showroom editorial standards and style. Opinions expressed may not reflect that of the publication.