Dealership leaders looking to strengthen their finance operations will soon have new insights at their disposal. Back by popular demand, F&I Today, hosted by Paul Brown, explores the strategies driving stronger customer satisfaction and dealership performance. On today’s episode of Inside Automotive, Brown, Vice President and Partner at Ascent Dealer Services, joins us for an in-depth discussion on what dealers can expect from his show.
Brown brings 28 years of experience in retail automotive, including sales at Schaumburger Honda outside Chicago and various finance roles in the St. Louis market. He has spent much of his career as a finance director for a large dealership group and remains passionate about coaching F&I managers.
“Even though I’m on this side,… we’re still ‘recovering’ F&I managers because it’s something that we’re completely passionate about,” Brown said. “[The F&I department] has the greatest impact on customers because it’s the last impression they have when buying a vehicle.”
According to Brown, F&I managers play a crucial role in protecting dealership assets, preventing fraud, and delivering a strong customer experience. He emphasizes that high per-vehicle revenue means little if customers leave dissatisfied or if chargebacks reduce overall profitability.
Therefore, the series will cover F&I best practices from thousands of dealerships nationwide, focusing on processes, personalities, and customer interactions. Brown notes that the COVID-19 pandemic accelerated the adoption of digital tools and remote transactions, including video calls, electronic deal submission, and interactive menus, allowing customers to transact on their terms.
“Customers want flexibility,” Brown says. Adding that when F&I managers give them that ability, not only is the experience better, but it also helps the dealership sell more products.
“When surveyed, 67% of customers said that they would be more likely to buy F&I products if they had earlier exposure to them.”
Notably, affordability remains a challenge, with average new-car payments around $750 per month. Proper training of F&I managers is essential to help customers navigate high payments while protecting dealership profitability. Brown recommends one F&I manager per approximately 70 vehicle deliveries and encourages building a bench of trained staff to handle busy periods.
He also stressed that adherence to established processes is critical, especially during year-end holidays. “If your salespeople know that today is no different than February 12th, they understand expectations and accountability,” he said. Further, he encourages dealers to regularly evaluate and refine their processes with fresh eyes.
Ultimately, F&I Today offers practical strategies to maximize profitability and customer satisfaction. The show will share insights into effective dealership operations, emerging trends, and ways to evolve F&I practices to meet modern customer expectations.
