The Dealer’s Only Move is to Customer-Centricity

The auto industry is changing more quickly than ever, with margin compression threatening profitability and rising customer expectations a constant challenge. When devising your...

Getting the Fundamentals Right in Your Service Drive

Consider this: 75 percent of aftermarket auto repair is performed by independent auto repair shops, while just a quarter of that business lives in...
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The Service Lane Triple Play

It’s Monday morning. You just arrived at the dealership and are walking into the building from the parking lot. Your bag is slung over...

How to Win the Battle of the Generations

On one side is the 'old timers.' The loyal, dedicated service writers and techs who have been with you for 10 or 20 years,...

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...

How To Make Women Hate Your Service Department

I went to the parking lot with full intentions of getting into my car and driving to lunch. That was not happening… As I got out...
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Avoiding the Pitfalls of Your Position Part 1

Understanding your role in the dealership and how it contributes to the success of the entire operation leads to satisfied customers, higher profits and...

How to Keep Cool When Summer Sales Volume Gets Hot!

July and August are two of the hottest months of the year.  They are also two months that can make or break your sales...

Who’s Failing Who?

So I have a friend who called me up in late June and asked me for some help. His daughter, who had graduated college...

Do You Know Your Service Customer?

The year 2008 changed our lives and our businesses.  Most of us were forced to take a close look at our personal finances and...

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Spotlight Series: Christy Roman

In 2019, four out of every ten small businesses are owned by women. From 2007 to 2018 alone, female-led businesses have grown by over...

You Go First

As a leader, you should never let a focus and commitment to improve yourself get old or become forgotten. In fact, little will improve...

Get ACCREDITED

ACCREDITED represents an acronym presenting ten key traits that help build both killer instinct and mental toughness; these traits are both different and essential....