An open letter to auto dealers from Exeter Finance CEO Jason Grubb

It has been said that adversity is the true test of character. It’s easy to be well mannered and soft spoken on beautiful, sunny days when you don’t have a care in the world. But what we say and how we behave when times are tough speak volumes about who we really are.

At Exeter, not unlike companies across the nation and around the world, our most-recent test of character began about two weeks ago. The number of cases of COVID-19 was increasing and health concerns were growing. So, we joined many other organizations in announcing that we would immediately begin taking steps to protect the people who matter most to us.

On March 12, we initiated steps to have our employees work from home. Despite the challenges of implementing such a step, we told our team members that we were doing what we could to take care of them so they could continue taking care of our dealers and customers.

Today, nearly all of our employees are working remotely – still supporting auto dealerships, providing service to our nearly 400,000 customers and helping one another operate our business. It has taken flexibility and patience to get to this point, and candidly, we’re not all fully comfortable with everything yet. It is becoming the new normal, though, and I know it won’t take long for us to get used to our new routines.

Through it all, I have been encouraged by the commitment and ingenuity our employees have demonstrated as we find new ways to take care of our various stakeholders. Our Dealer Sales Managers are using Facetime, Skype and other technology to keep in touch with their dealers. Our Customer Service Representatives are taking calls at their kitchen tables. And our corporate team members are holding what seem like record numbers of conference calls to collaborate and manage our business!

I know it isn’t easy for anyone, least of all the people we serve. Yet, as an organization, we are adapting and adjusting -- and will continue to do so for as long as it takes. Our Exeter team remains focused and ready to help, and we are grateful for the opportunity to work with you and be of service to your customers.

Best wishes,

Jason Grubb
CEO, Exeter Finance