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Conference & Expo: October 8-10, 2024

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Telephone Techniques to Improve Customer Retention

Telephone Techniques to Improve Customer Retention  A service advisor’s ability to communicate effectively on the telephone can positively impact the dealership and improve customer retention. According to JD Power & Associates, 74% of all cus
Feb 1, 2010

Motivating Technicians to Sell Service!

There is only one way to increase your retail (customer-pay) service department revenue: sell more service! After reading the previous sentence my friend and co-worker, Ray Carter, would say, “ya think?” I realize this strategy of selling more se
Feb 1, 2010

So, You Think you Have Problems?

It’s time to stop complaining and start planning for the new world I know you’re reading this in February, right around NADA time, but I’m writing it during the holidays and that has me thinking about all we’ve been through this year and what
Feb 1, 2010

Chrysler and GM Dealer Reinstatement Legislation

What dealers can expect through the arbitration process By the time you read this article, the deadline for Chrysler and General Motors dealers to seek a reinstatement of their franchise pursuant to new federal legislation may be near or already pass
Feb 1, 2010

New and Improved Privacy Notice

The Federales mess up again When I first stated following this development, I was reminded of a bad joke, modified to be (as much as I despise it) politically correct. “How many consultants does it take to change a light bulb”? Ten, one to hold t
Feb 1, 2010

Dave Parrott, Internet Sales Manager, Global Imports BMW

Dave Parrott, 52, Internet sales manager for Global Imports BMW-Mini in Atlanta, the top-selling BMW store in Georgia and No. 1 in the Sonic Automotive Group, says an eye toward continuous improvement, adoption of the best available technology, and a
Feb 1, 2010

Juan Teran, Sales Director, Dewey Automotive Group

Juan Teran, the 42-year-old sales director for Dewey Ford and Dewey Dodge Jeep, both located in rural Ankeny, Iowa, takes his inspiration where he can find it. He freely admits to converting from a typical “bricks and mortar” car guy to an Intern
Jan 10, 2010

Ed Tonkin, NADA Chairman, Ron Tonkin Dealerships

Incoming National Automobile Dealers Association Chairman Ed Tonkin is a second-generation dealer from Portland, Oregon, who says he wants to help reshape NADA into a more efficient organization and involve more of the 62-plus directors around the co
Jan 10, 2010

Hired any Lazy Idiots Lately?

I find simply observing processes to be quite constructive. Sometimes just stepping back and carefully viewing how methodology is being carried out, yields the discovery needed to solve agonizing evils — and can be more effective than all the p
Jan 8, 2010