Several years ago, I reviewed research on the power of the spoken word vs. non-verbal graphic impact. The results were stunning. 116 study participants were quizzed on brand identity, specific element recall and overall perception of commercial messa

Do you have sales personnel or solution specialists at your dealership? Is there truly a difference between the two terms? Can changing the language you use really increase your sales? When selling to women, language can make all the difference betwe

In the race to make a sale, dealerships often rely on templates in CRMs. These templates – including autoresponders – can hurt a dealership’s chances of communicating effectively — or at all. The response rate for leads is very low in the

This week's #HardFacts is live from Google HQ in #NYC. Samantha chats with Google team members about what it means to be a #Google Partner. She also gives some strategies

In my last column we reviewed the need for growing our own qualified and quality techs to combat today’s obvious shortage, some of the history of service production teams and their purpose, as well as the need to reexamine how the system might prov

A new year around the corner brings with it a renewed focus on self-improvement and growth. As 2018 has seen growing pressure on variable margins and sales volumes, many in the auto industry are asking: “How are we going to make 2019 better?” The

The one common denominator in my conversations with dealers and their management teams this year is that almost every group has some cost reduction initiative in place. There is a fear of flattening sales by dealers and there is a constant drumbeat f

Every day it seems there’s another threat to automotive. One of the most profound changes for dealership operations in the last 10 years is that nearly every customer now uses digital technology. This shift has influenced consumer behavior and

Convenience, Value, Speed and Transparency and Trust have been around a long time. The difference between now and then, is that the volume of information and abundance of choices for service available to the customer has increased exponentially. I do