It is not what you know about your products that is most important, it is what you know about your customers. After all, customers don’t care what you know, if you don’t know them! Top producers sell more because they seek out and leverage powerf

What do the success of service-based companies like Uber, Grubhub, or Airbnb tell us about today’s consumer? We know that people are looking for retail experiences tailored to their individual needs and desires; that people are more empowered than

A few years ago, I wrote an article titled, “It All Starts at the Top,” which generated a lot of interest primarily from readers aligning with the problematic day-to-day issues present in this industry. The primary issue was and remains a lack of

Unless you have been living under a rock outside of your auto business, you’ve heard of the $30 million-plus award against a franchised dealer’s Texas body shop for gluing a roof on a Honda Fit, as instructed by the insurance company, versus the

Every time I ask service managers about the 4th C I get a blank stare. All service managers know about the 3 Cs: Concern, Cause, and Correction, but none seem to know what the 4th C is. Why is that? The answer is actually quite simple. The 4th C is n

“You don’t build a business, you build people—then your people will build your business!” –Zig Ziglar Wow! That’s powerful, isn’t it? Zig Ziglar was my hero for over 40 years. Even after his passing, his words still inspire me. Business

While consulting with parts department managers and owners on the recording and reconciling of parts inventories for many years, our firm has seen unusual activity and trends as they pertain to these inventories in new vehicle dealerships. In the las

Whether you are a single-point dealership, small group, mid-sized group or mega group of dealerships, the opportunity to add $1,000,000 to your bottom line is absolutely achievable. For smaller groups, the profit improvement may span a couple of year