GNYADA March 2015 Newsletter

David Karp Named TIME Quality Dealer David Karp, president of Karp Automotive on LI, was one of a select group of 55 dealers from across the country to be honored as a nominee for the 2015 TIME Dealer of the 11

Year award at the 98th National Automobile Dealers Association Convention & Exposition in San Francisco.

“We take good care of our employees and they in turn take good care of our customers,” Karp said. “We heavily involve ourselves in our community and promote charity, community spirit and fair business practices.” “Our children are our future,” he said. “Karp Automotive has provided more than 85 scholarships to graduating high school seniors, and we are proud to see them flourish. We also assist mentally challenged students by providing an opportunity for them to enjoy a non-threatening learning experience in our workplace.” Karp, a third-generation dealer, graduated from South Side High School in Rockville Centre in 1967. He earned a B.S. in economics from Syracuse University in New York in 1971 and a J.D. from University of Miami in Florida in 1975. He practiced law in Miami for five years before returning to his family’s business in 1983.

David Karp is also a member of the Board of Directors of the Greater New York Automobile Dealers Association, and has been active on its committees. The Association offers congratulations to David Karp for this well- deserved recognition. Matt Gallagher, Director, Integrated Marketing TIME; David Karp, GNYADA TIME Dealer of the Year Nominee; Robert Vail, GNYADA Chairman; Mark Schienberg, GNYADA President; Tim Russi, President, Auto Finance, Ally Financial.

How Are You Ensuring That Your Customer Experience Is ‘Social-Media’ Friendly?

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You may have seen this great story featured on the news or in your per- sonal social media newsfeeds. A young man was about to go on his first job interview, so he went in to his local Target store to purchase a clip-on tie. But the store didn’t sell clip-ons, only traditional neckties. Unfortunately, this young man did not know how to tie a tie. So the Target employees went a step above and beyond. First, they assisted the young man by showing him how to make a traditional necktie knot. Then, they tucked in his shirt, doled out some advice about looking the inter- viewer in the eye and offering a firm handshake, and wished him luck before sending him on his way.

What makes this story remarkable is that this great service moment was not shared by the Target Company or by the customer. It was shared by a customer who happened to be shop- ping in the store that day. As the cus- tomer observed this moment, she snapped a few photos and shared them via her personal social media accounts. The photos went viral and appeared on news media outlets worldwide. This story also demonstrates how social media can so quickly and easi- ly become the vehicle through which customer interactions and service- delivery moments—both good and bad—can be shared worldwide. In other words, now more than ever,

dealerships must assume that their customer service experience is com- pletely transparent to the public through social media. So make sure your service is exceptional.

A Target customer photo showing excep- tional customer service that went viral.

Greater New York Automobile Dealers Association • www.gnyada.com

The Newsletter • April 2015 7