How Service Appointments And Reservations Destroy Customer Retention, Survey Scores, And Upsells

In my workshops I always like to have plenty of Q & A time so that I can address the real concerns that Service...

Personalization Is The Key To Your Advertising

We are in the midst of an enormous change in the automotive world. Dealerships all over the nation are rethinking advertising, experimenting with social...

Closing Through The Buyers Eyes

Years ago, I spoke at a banquet for top salespeople. Before I gave my talk, the speaker introduced someone in the audience and said,...

Rise And Shine: Scraps Are For Losers!

It was early in the morning, still dark outside. I was wide awake thinking about my day and, like they often do, ideas began...

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Digital Marketing and Dealerships: How the Process of Car Buying is Changing, and Who...

Car buying today is taking a sharp digital turn, and consumers are at the wheel. Like everything else, people want to be able to...

Get On Your Grind

Training is one of the most crucial aspects of your life. You must crawl before you can walk, and walk before you can run, that...

Why Used Car Departments Should Pay “Door Rate” for Service

It’s a generally accepted practice in the auto retail business: The service department offers the used car department discounted rates. Doing so keeps the...