Esty McCoy

@dealerworks

[Esty McCoy @EstyMcCoy]

This is huge: "Among owners of cars less than two years old, dealer service share went from 72% to 54% in just the last two years."

I'm seeing this play out in real time. Dealerships simply don't have the bandwidth, so customers slip through the cracks. https://t.co/tV5PavkZRF

[Esty McCoy @EstyMcCoy]

The affordability crisis has reached an inflection point. So what happens to the dealers who can't rely on wealthy buyers to keep them afloat?

There's still a lot of untapped opportunity in the service department. https://t.co/HCnkTot1s1

[Esty McCoy @EstyMcCoy]

First it was AutoTrader, now it's Carvana. Dealers should keep an eye on this, but don't let it distract you from the mission: modernizing your dealership experience. https://t.co/JFB7Y7y7wt

[Esty McCoy @EstyMcCoy]

We have a lot to thank Rev. Jackson for.

The legacy of Operation PUSH and the Rainbow PUSH Coalition is still being felt today across our industry. And now, NAMAD continues to honor that legacy and push the automotive space forward. https://t.co/HxWzG1SvBq

[Esty McCoy @EstyMcCoy]

Christian is right. The word of the day at NADA this year was discipline.

Unified systems and accountability are the keys to profitability in a volatile market. Back-end automation systems can help dealers get there, but only with the right foundation. https://t.co/GpXWW5Z3bT

[Esty McCoy @EstyMcCoy]

I'm seeing a lot more dealerships looking into mobile service units. It makes sense, especially if you just don't have any more room to grow.

I'd caution dealers though to think carefully about profitability. It's possible to make it work, but needs a few extra considerations.

[Esty McCoy @EstyMcCoy]

By 2029, half of all repairable vehicles will have at least eight Advanced Driver Assistance Systems (ADAS) features.

The old strategy of "just go out and sell more cars" won't cut it. To capitalize on this opportunity, dealers have to move from a volume to a value mindset.

[Esty McCoy @EstyMcCoy]

Great advice here on capturing data most dealerships miss. The conversations between your customers and your finance managers are priceless - so why aren't more dealers recording them? https://t.co/srVWtYG3ej

[Esty McCoy @EstyMcCoy]

One of the questions we get asked most about our surcharging tools at DealerWorks is, "Is it compliant?"

We are not only fully compliant, but make it possible for you to be 100% transparent with your customers.

That's profit and reputation protected.

[Esty McCoy @EstyMcCoy]

We've got a wealth of wisdom and hard-earned expertise in dealerships today - we need to start using it.

Older workers have seen it all, and that kind of perspective is invaluable. https://t.co/2bj7hRHLCO

[Esty McCoy @EstyMcCoy]

Plugging AI into walled-off systems is only gonna get your dealership so far.

These tools need context, and that means opening up a unified data channel that connects to every department. This is how you get the full picture of what's happening at every touchpoint, and why.

[Esty McCoy @EstyMcCoy]

If there was one clear takeaway from #NADA, it's that it's never too late to revisit the fundamentals. Growth through volume alone isn't going to cut it in this market. But if you can tighten up your operational consistency, there's opportunity. https://t.co/vhJGx67drJ

[Esty McCoy @EstyMcCoy]

David is exactly right. 2026 is a "reset year" for dealerships willing to rethink their policies and processes.

And one of the most important resets is how you communicate pricing. Offering consistent, one-price sales is how you're going to stand out. https://t.co/JDz2mRN4JE

[Esty McCoy @EstyMcCoy]

300,000 EVs are expected to return from lease this year. Most of them will be 2022 and 2023 models with roughly 25,000 miles.

This is a rare moment when proactive dealers can get ahead of the game by bringing these cars into their CPO programs.

[Esty McCoy @EstyMcCoy]

This is the most clear-eyed outlook I've seen for this year.

For disciplined dealers, there is room to think optimistically about 2026. https://t.co/9k3x3I1CJe

[Esty McCoy @EstyMcCoy]

I think more dealerships would benefit from a "distributed leadership" approach. Basically, it's the idea of teaching teams how to make decisions and execute without always needing an all-hands-on-deck meeting.

Faster decisions -> faster progress https://t.co/CbJmd9zzrF

[Esty McCoy @EstyMcCoy]

The narrative that "no one wants to go into dealerships anymore" just isn't true. Sure, some people are *only* shopping for cars online, but new data is out, and people overwhelmingly trust and value the dealership experience (especially Gen-Z).

Source: https://t.co/ADEi4rY9Ot

[Esty McCoy @EstyMcCoy]

You can't please everyone in car service, but a few intentional strategies - like stepping into their shoes - can go a long way. Sometimes it's the little things like this that turn frustrated folks into repeat customers. https://t.co/EOKoeVh92w

[Esty McCoy @EstyMcCoy]

2% here, 3% there, all those "little" fees add up fast.

DealerWorks helps your dealership eliminate these pesky card processing fees with a simplified, secure payment experience, tailored to how your store actually operates.

[Esty McCoy @EstyMcCoy]

Is your dealership more like a Tin Man, or an octopus?

Most companies operate like machines—rigid, hierarchical, and predictable. But this ‘Tin Man’ mindset isn't built for the world we live in now. 'Octopus' orgs, on the other hand, focus on flexibility and adaptability.