Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal, or even take a loyal customer and make them into a

To manage and motivate their service advisors, most dealers use highly variable pay plans based on gross margin. I believe such plans are counterproductive because they change the service advisor focus away from customer retention and those behaviors

You can’t expect those on your team to give you 100% when you’re not bringing that same dependability to the table. When you lead others, it’s important to recognize that there are sacrifices you need to make in order for your busin

Pop-up specials, chat tools, auto-play videos, tons of useless slides, and more have turned our dealership websites into 1990s era MySpace pages of confusion. We’ve done this to ourselves, really. Through a laser-like focus on conversion and leads

Whether you’re a dealership or a vendor, I’m sure you want to gain the attention of your audience. The problem is that everyone is screaming at the top of their lungs how great their products are… regardless of it’s the newest Chevy or the ne

I had no choice… It’s not intellectually honest to say, “I didn’t have a choice”. Saying that you didn’t have a choice is just an excuse. The truth is, we always have a choice! The real issue is what did you do with your choice. In other

This week on Work On Yourself Wednesday: I want to talk to you today about the warning signs of success. That’s right a way to know that you might be on the path to reaching your definition of success.

Job applicants lie on their resumes, they lie to your face in interviews and they ask references to lie on their behalf. According to separate 2017 studies from CareerBuilder and HireRight, 75-85 percent of employers say they have caught job applican

It’s a wide, wide web out there, and there are lots of tools and resources you can use to reach your potential new clients, but are you making your site available to them all? If you’re not considering multiple browsers while designing your site,