What is listed under the “responsibilities” section of your Internet manager’s job description? (Provided you’ve written one). Monotonous multitasking may as well be. This phrase defines more about what your Internet operators do during their

Far and away the longest standing and ongoing concern I have encountered in the decades of “Training from the Trenches,” are the way we (our industry), handle (or don’t) the indispensable, yet quickly changing, still dreaded…phones! I am refe

Last month in the December 2011 issue of Digital Dealer magazine, I wrote a column titled “Building Trust Online is an Entire Dealership Effort.” There is more that needs to be brought to light around this concept. The premise of the article was

Generation Y, sometimes known as Millennials, are a slightly larger cohort (83 million) than Baby Boomers. Gen Yers were born between 1980 and 1998. According to a recent Deloitte study, they will represent two out of every five shoppers by the end o

There is a lot at stake in succession planning: family legacies, business value, financial security and family harmony. The dual purpose of succession planning is to protect business value as well as family relationships by establishing the infrastru

Whenever I go to a doctor for a check-up, my visit usually starts with a “history and physical” assessment. The H&P, as medical folks dub it, is a cornerstone of healthcare. It gives the medical professionals an opportunity to efficiently ask

Success, achievement beyond what is required to “get by,” is a predicate to succession. The concept of success assumes something has been achieved beyond the ordinary; extra ordinary if you may. Business succession planning respects and acknowled

Differentiation. What is it? I don’t know about you, but I am sick to death of people throwing the word differentiation around with no specific, precise course of action. It is essential that we accentuate specific differences between us and the st

Don’t forget the lessons learned during dealer reinstatement arbitrations  General Motors has published dealers’ Retail Sales Performance Reviews for the calendar-year-to-date June, 2011. The report has also been posted on GM’s DART website. T