Building an award-winning dealership starts long before a customer walks into the showroom. For Gary Rome Auto Group, success is rooted in employee culture, community involvement and customer trust.
Gary Rome, President and CEO of the automotive group, joins us on the latest episode of Inside Automotive to discuss how his Hyundai store earned the 2026 Hyundai Dealer of the Year Award and the Board of Excellence Award, crediting the recognition to his team, saying, “It’s not me, it’s we.”
According to Rome, the dealership employs a corporate culture officer, whom staff call “Captain Culture,” to lead employee recognition programs and monthly celebrations. The group also celebrates birthdays, anniversaries and personal milestones with handwritten notes, small gifts and support during major life events.
“We spend more time with our teammates here at work than our families, so we really want to be invested in them.”
That investment in employees has paid off. Rome said the dealership’s average employee tenure exceeds 10 years, with several team members celebrating 25 years with the company.
Community involvement
Community engagement is another pillar of the dealership’s success. Since 2010, the dealership has given away a new vehicle each year to a local high school senior. This year’s giveaway generated roughly 800,000 TikTok views, while previous winners have returned to share how the vehicle changed their lives.
Rome also highlighted his continued involvement with Hyundai Hope on Wheels, which has donated more than $303 million to pediatric cancer research over the past 28 years. For every vehicle sold, Hyundai contributes matching funds to support the initiative.
Affordability reshapes demand
Rome said the average new vehicle now costs nearly $50,000, with monthly payments approaching $750. As affordability pressures mount, new vehicle sales at his dealership are down about 6%, while used sales have increased 15%.
Many buyers are opting for two- and three-year-old certified pre-owned vehicles, which cost significantly less while retaining the balance of the factory warranty. Rome also said more customers are downsizing into smaller models to keep monthly payments manageable.
Leasing has become another advantage for the dealership. Nearly 70% of Hyundai and Kia sales are leases, well above the industry average. Rome said his team introduces leasing early in every sales conversation because lower monthly payments encourage customers to return every three years while creating a steady supply of certified pre-owned inventory.
Strengthening customer trust
Rome supports the FTC’s recent push for greater pricing transparency, calling it a positive step for the industry.
"You can't do things and deceive your client and expect them to come back and buy a car from you."
The dealership posts its documentation fee online and uses ComplyAuto to monitor advertising compliance. Rome noted that today’s buyers visit an average of 1.8 dealerships before making a purchase, making trust more important than ever. His stores currently close about 70% of Kia shoppers and 80% of Hyundai shoppers.
Looking ahead
Despite continued affordability challenges, Rome expects business to improve during the second half of the year. The dealership currently maintains a 61-day supply of new vehicles, which is below the roughly 80-day average for its brands, as Hyundai and Kia work toward a 45-day inventory target.
