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Phil Cash believes that a good Internet sales manager is more likely to sell 16 units a month if he’s working 65 leads than if he’s working 120. How can that be? Why doesn’t more leads turn into more sales? Phil, the Internet director at San Ta

  Customer satisfaction is a big deal at Rich Ford. It’s such a big deal, when one irate customer threatened to drive her Expedition through the window of the dealership, Dennis Snyder, Rich Ford’s president, convinced her to come work for t

I have had the privilege in my automotive career since 1971 to see a lot of old brands go out and a lot of new brands come in, with many model changes.  I, like many of you out there, suffered in 1980/81 with a Chrysler franchise and all the problem

There are three primary factors in staffing that will shape your business destiny.  They are your levels of clarity, empowerment and accountability.  Clarity: having well-defined job descriptions AND a 40,000 foot view of your Corporate Play Book,

In one of the 20 Group presentations I gave last month discussing how dealers can better leverage social media, I showed a live demonstration of a dealer’s website that for nearly a year has had a direct link to Facebook in their Top Level Navigati

I’m not a gambling man, but I bet if I asked 100 dealers on the street what they thought about STAR, the majority of them would think I was asking about science fiction, entertainment or even some sort of new hybrid. However, what I would really be

Do you remember this slogan? AdAge.com ranked it one of the top “Slogans of the Century”, along with: “Just do it” (Nike), “Tastes great, less filling” (Miller Lite), and “We try harder” (Avis). “Let your Fingers do the Walking” w

How does a stay-at-home mom – with no experience in selling cars, who threatened to drive her leased Expedition through a car dealership’s showroom window – land a great job as customer relations director at that same dealership, one of the bes

How does a stay-at-home mom – with no experience in selling cars, who threatened to drive her leased Expedition through a car dealership’s showroom window – land a great job as customer relations director at that same dealership, one of the bes