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

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

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

Best of the Season to all.  I truly enjoy this time of year as it relates to family gatherings conjuring up memories of Christmas past and social get-togethers sharing the pure spirit of the Season.

The automotive industry has a sales department staffing problem – and a big one. In fact, NADA has placed the yearly turnover rate as high as 70 percent. Dealerships are in constant hiring mode

As technology has caused a significant shift in consumer interactions and desires, retailers have to follow suit in order to retain the consumers’ business. Customer loyalty is an increasingly fickle thing

Great customer experiences can win customer loyalty. That’s why dealerships install restaurants, movie theatres and Starbucks. But while that customer experience is integral to keeping