Auto Retail News

“Servant leadership” has been a business buzzword the past three decades. But in the 1,000 leadership presentations I’ve given in 14 countries over the past decade, I’ve discovered that many leaders have a misguided understanding of what it i

Of course I am speaking of the all important, yet fleeting Flat Rate Hours here.  These are the family jewels of service and without their fabrication; both service and parts would wilt like the Celtics in the fourth quarter of a game seven champion

In my early years in the auto retail industry a dealer told me, “You cannot cut your way to a profit.” At the time, the comment perplexed me. It seemed to ignore a fundamental business fact. Specifically, profit is simply the difference between y

Dealers need to be wary of “warranty repair shoppers.” Sometimes, for various reasons, a car owner has decided he or she wants out of the vehicle. The disgruntled consumer is convinced the car is a “lemon” and nothing will change that person�

I admit that I watch too much sports. My time could probably be better spent with constructive activity, but I still tend to veg out a little. For example, I recently watched some of the Tour de France. Not an active cyclist, still, I got a little me

If you ask 10 service managers to define the perfect pay plan for service advisors, you will get ten different answers. Few topics stir the emotions of management and employees more than that of personal income. Over the years, I have worked with tho

If process is the foundation of superior Internet sales performance, then structure and people are what leverage that foundation to create success. Implement the right structure and people and your sales will soar. What structure and people optimize

While I was on a conference call with a dealer-client the other day, the Dealer Principal commented on the fact that his Internet sales manager had just reported that last month was “a record month for the BDC.” The dealer principal responded ver

In April, I attended the 8th Digital Dealer Conference and Exposition in Orlando. It’s a strong conference that’s held twice a year – once in the spring and once in the fall. I have noticed a definite transition from five years ago when the att