Happy New Year! For those of you headed to the NADA Convention in San Francisco January 22-25, I will be leading a fixed ops workshop again this year. This article is a sneak preview of my presentation. I’ll also be covering the same material in a

You never know when a life altering event or fatality is going to strike. Unfortunately they do happen in the workplace and most often occur from unknown or unpredictable circumstances. The incidents frequently result from: Distracted driving mishaps

Keeping clients loyal is essential to maintaining a successful business. There are a lot of auto shops and dealerships out there, and every one of them is fighting for your customers’ business. Simple, personal, and consistent messaging is one

One of the largest obstacles that dealership service departments face is consumer mistrust. Articles with titles like “10 Tips to Avoid Auto Repair Rip-Offs,” and “Avoid Getting Ripped Off on Repairs and Maintenance” are constantly being publ

Winter is coming and for dealerships that means more than winter sports and holidays. Unfortunately, with the change in winter weather, also comes additional safety risk, which also means additional safety preparedness. To maintain productivity and r

The best summary I have ever heard concerning our industry comes from Leigh Silver, who puts it like this: “The service operations can be viewed as a combination of running a sales floor, in conjunction with a manufacturing plant, in combination wi

The Many Ways to Increase Gross Profits At least once a month I get an inquiry from a Parts Manager or GM asking how they can improve their Parts Gross Profits by implementing a Matrix. When I ask them what they had in mind I initially get dead silen

In dealerships throughout the country, there is a report that reveals how your processes are working and how your team is responding to what you are requesting. It is called an Exceptions Report. In ADP, it is called a REX report. In Reynolds and Rey

Greenwashing is the practice of claiming that your processes are environmentally stainable without proof. Greenwashing is visible in every industry, and is becoming especially prevalent when consumers seek out environmentally sustainable auto facilit