When asked to identify the primary factor that influenced their choice in where to take their car for service, 33% of vehicle owners said convenience. Convenience can be a broad subject, but generally speaking it means showing up for minor maintenanc

In several of my articles I have discussed the importance of compliance with warranty or “lemon laws” in your particular state and given numerous examples of ways to make sure your service department is in compliance. However, one of the most ove

It’s that time again. The thousands of heady quick service competitors capturing a ton of dealership maintenance service business have published the annual survey of their business models. The informative National Oil & Lube News (www.noln.net)

Sometimes it’s easier for people to understand something if you can relate it to a game or activity that is commonly known or played; in this case I like to compare our customer service business to the game of baseball since there are so many simil

The average dealership parts and service department brought in more annual revenue than the previous year, and yet took less money to the bank. According to NADA DATA 2011, the average dealership saw their year over year parts and labor sales grow by

The “successful” pricing of labor and parts is as mysterious as the reasoning behind the stupid jacked-up buttons on the ineptly named “Smart” key, which keeps opening the trunk and windows from the pocket every time a driver sits down in a n

Experience is the best teacher. One of the greatest benefits of the automotive industry is learning successful strategies from the veterans that have perfected those strategies. Although the dealership empire is very vast around the world, it is stil

BETHESDA, Md. — Following certification by the Massachusetts Attorney General of its proposed ballot question, the Massachusetts Right to Repair Coalition will immediately begin collecting signatures to place this important pro-consumer ini

Every year I make sure I get to two shows: NADA in February and the Amelia Island Concours d’Elelgance in March. These are entirely different in their objectives, and yet they still play to the same audience; car people just like us. What is surpri