Contrary to the necessity of external audits to maintain compliance in this heavily regulated industry, many dealerships forego placing emphasis on the importance of securing a well-oiled

In sports you hear much about an athlete being “in the zone,” where their focus is sharper and performance excels. But being in the zone doesn’t apply only to athletics; it’s relevant

Customer feedback is important to any business’ growth. That’s why many send out customer satisfaction surveys and managers pay attention to that feedback.

Today’s consumers expect quick responses—whether they’re waiting in line at the grocery store, waiting to get food at a restaurant, or waiting for communication from a business.  When it comes down to it,

It’s time to get ready for NADA100! For the automotive industry, this is one of the BIGGEST, BADDEST events around, and that means you need to be on your toes

Here's a scenario that unfortunately many dealers are familiar with: your star salesperson is poached by the competition. To add insult to injury, the salesperson takes with him a list of all his

In their new book, The Intuitive Customer, authors Colin Shaw and Ryan Hamilton contend that companies that try to fight declining customer satisfaction by lowering prices are going

Have you ever really trained your people? I don’t mean some of this stuff out on the market that is purported to be training; I mean really training.

Not too long ago your service department could rely on seeing customers fairly frequently, but as vehicles have increased in quality, so have the OEM’s suggested service intervals