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I actually find it funny how often great leadership is the number one factor that drives a particular business’s success, yet at the same time, how many senior managers in unsuccessful businesses feel like their companies’ failures are the result

I hope you’re off to a great day when reading this because I have some critical information to share for this month’s article that may ruffle a few feathers. When we make adjustments to our playbook ahead of time, closing appointments that actual

On Friday, May 20, 2011, the National Labor Relations Board filed a complaint against a luxury car dealership in Lake Bluff, IL for “unlawfully discharging a car salesperson because of his Facebook posting

Please don’t take offense to the oblivious title — it’s just “catchy,” but after evaluating this tidbit you’ll recognize how much of the precious revenue-producing calendar clock time goes fallow. Of course, if you

I recently saw a vehicle advertised on a dealer website that caught my attention. This pre-owned car was advertised as a “CarFax One Owner”.  Upon further investigation, I discovered that the “one owner” was a rental car company. Even though

I recently wrote a blog article entitled, “You Can’t Build a Great Organization Around Satisfied Customers.” In that piece I explained how, by definition, a satisfied customer has merely had their expectations met. Period. He is not wowed or im

Recently, my company conducted a mystery shopping study to gauge the status of dealer responses to customer price quote requests.  Brace yourself, here are the results: Twelve percent of leads received no response—not even an auto responder.  Fif

Hello gang, welcome to spring.  Jim Ziegler and I started out writing in the first issue of Dealer magazine and I’m proud to say that I’ve been with you every issue since.  But, there comes a time in everybody’s life when they need a little h

We were nervous last year. The long-anticipated sunset provisions of George W.’s 2001 income and estate tax reform were coming into play and there was no telling how it would end up. All of us who were involved in business succession planning belie