So just this week I’m conducting a customer service manager workshop for my good-sized Chevy client, and I asked the mostly experienced group if they could define “buyer’s remorse.” I didn’t get too many responses which hit the nail directl

Most dealers view IT as merely an expense, a cost of doing business, rather than what it truly can be, an investment that can help bring revenue back to the bottom line. A perfect time to think about improving operational efficiencies and generating

Perhaps more than any other role in the dealership, the new car manager’s responsibilities are evolving rapidly. It used to be that new car managers would merchandise cars on the lot, order new inventory and negotiate dealer-trades. Now they mu

Recently, I experienced what felt like walking out of a time machine: I returned to the US after five years living abroad. Getting back into American life was mostly intuitive, but one thing really struck me: online service and commerce has moved int

For lots of dealers, social media seems like a minefield. Tack on the fact that social media has matured into a very viable place to engage customers and promote products…and you’ve got a terrifying place that many dealers would rather ig

Magic City Ford Lincoln is a fourth-generation family dealership that’s been serving consumers in the Roanoke, Virginia, area since 1938. The franchise won Ford’s prestigious President’s Award for customer satisfaction in sales and service each

If you, or someone in your dealership does on-camera work or voice-overs for radio, here are some professional ‘secrets’ from someone who’s been doing broadcast work for over a half-century. Having worked in every aspect of broadcast marketing

Harness Reviews into Real-time Data to Make Your Store a Destination Dealer Today’s car buying market faces competitive advertising exposure through mobile devices, tablets, laptops and desktop computer interaction all vying for the attention of yo