I was consulting in a mid-sized GM dealership one evening. The service manager and I were looking through carefully prepared pre-write packets (menu, history, pre-write, recalls, MPI, and notes), to determine how well the service advisors had pre-loa

“In order to know where you are going, you have to know where you are.” “In order to grow, you have to know.” “What you treasure, you measure.” No matter how you say it, automotive industry experts all agree that you have to track the num

Each year the bible of the quick service industry National Oil & Lube News, now 25 years young, conducts a comprehensive survey of quick service centers across the country. The survey is conducted using both mailed and online data collection, and

Last week I saw an article in Business Insurance Magazine predicting increasing insurance premiums for 2011. While the article did not specifically mention auto dealership garage insurance, there is reason for concern. The article went on to blame th

Many dealerships perform bodywork and mechanical repairs on vehicles which have been in accidents. Generally these repairs are paid for by insurance companies who are doing their best to repair a consumer’s vehicle for the lowest possible cost. One

As an automotive professional, you always want to stay informed on the latest trends in the industry. Economic forecasts, social behaviors, stock market fluctuation, and shifting political winds are all contributing factors in helping you “know wha

In my last column I wailed about free or dirt cheap oil changes, no appointments, and ridiculous commitments impossible to meet, which are too often creating the “perfect service storm.” Only this week I witnessed customer after customer

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

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�