Guest Expert: Jeffrey Burnett (JB), General Manager at Preston Automotive Group, joins Jade Terreberry to discuss Preston’s innovative Ford store, designed for a true omnichannel experience. JB shares how the new concept—featuring a welcoming barista hub and iPad-powered sales—removes traditional barriers and empowers both consumers and staff. He explains how transparency, speed, and personalization are transforming the car buying journey, and offers advice for dealers and OEMs looking to modernize and boost satisfaction and profitability.
Guest Expert:
JB – Jeffrey Burnett
General Manager
Preston Automotive Group
Top Takeaways:
- A new kind of dealership experience: Preston’s Ford store replaces cubicles and desk phones with a welcoming barista hub and open seating, creating a relaxed, customer-first environment.
- Empowering shoppers and staff: By giving both consumers and sales associates shared control, the store fosters transparency and trust—leading to happier customers and more satisfied employees.
- Speed and simplicity through technology: iPad-powered sales allow instant access to inventory, pricing, and payment options, streamlining transactions and reducing time spent in the dealership.
- Modernization starts with mindset: JB’s advice: Prepare early, embrace a concierge approach, and focus on customer comfort to successfully modernize the store experience.
- Leadership buy-in drives transformation: Top-down support and valuing customer time are essential for lasting change, helping dealerships boost satisfaction and profitability.
Timestamps:
0:00 – 1:26 – Introduction and Meet JB
Jade Terreberry welcomes listeners, introduces the show and guest JB, and previews the discussion about Preston’s first-of-its-kind Ford store and its innovative omnichannel design.
1:26 – 3:46 – Inspiration and Concept
JB shares the inspiration behind the store’s design, highlighting Elena Ford’s vision and how the new concept removes traditional dealership barriers.
3:46 – 7:11 – Customer and Staff Experience
Jade and JB discuss how the new approach empowers both shoppers and staff, fostering transparency, shared control, and higher satisfaction.
7:11 – 9:00 – Speed, Simplicity, and Technology
JB explains how iPad-powered sales and digital tools streamline transactions, making the process faster and more enjoyable for everyone.
9:00 – 11:10 – The Apple Genius Bar Comparison
Jade asks JB to compare the experience to the Apple Genius Bar, and JB describes how the store’s layout and approach meet customers where they’re most comfortable.
11:10 – 12:24 – Advice for Dealers and OEMs
JB offers actionable advice for others looking to modernize: prepare early, embrace a concierge mindset, and secure leadership buy-in.
12:24 – 13:34 – Implementation and Team Buy-In
JB discusses the importance of top-down support and how the new process has made dealership operations easier and more efficient.
13:34 – 15:48 – Closing Thoughts
Jade wraps up the episode, congratulates JB and the Preston team, and encourages listeners to visit the new store and subscribe for future episodes.
