So, I get a call from a good-sized import client I had restructured in service about ten years ago.  “Quick service is out of control…customer retention is down, the repair order count is behind year-to-date, cars are lined up–shop

Fact: Most customer-pay service work (maintenance and repair) is done by aftermarket service centers. Fact: Aftermarket service centers outnumber dealerships by at least four to one. Fact: There is a universal perception that dealerships charge more

Unlike the empty talking heads on ESPN and TMZ, we were good at nicknames in college. The empty talking heads rely on a tired, formulaic nickname method…first initial of first name and first syllable of last name. Unfortunately, you hear it all the

Typical approach to cost control Most dealership organizations engaged in some form of cost reduction over the past few years in order to survive the “stimulated economy” that Washington has provided for us. Most cost reduction efforts involved s

Kia’s trained technician warranty reimbursement policy So one of your long-time, highly experienced Kia technicians has allowed some of his training to lapse, but he continues as usual to perform warranty repairs according to all Kia repair procedu

I actually find it funny how often great leadership is the number one factor that drives a particular business’s success, yet at the same time, how many senior managers in unsuccessful businesses feel like their companies’ failures are the result

I hope you’re off to a great day when reading this because I have some critical information to share for this month’s article that may ruffle a few feathers. When we make adjustments to our playbook ahead of time, closing appointments that actual

On Friday, May 20, 2011, the National Labor Relations Board filed a complaint against a luxury car dealership in Lake Bluff, IL for “unlawfully discharging a car salesperson because of his Facebook posting

I recently saw a vehicle advertised on a dealer website that caught my attention. This pre-owned car was advertised as a “CarFax One Owner”.  Upon further investigation, I discovered that the “one owner” was a rental car company. Even though