As front-end margins continue their decline, dealers are more reliant than ever on fixed ops revenue. Fortunately, the opportunity to maximize service revenue has never been greater for dealerships. In the last decade auto sales have boomed. Factory

As always, the annual massive SEMA/AAPEX extravaganza provided a multitude of informative and essential work sessions. In fact, there are some 100 plus available in SEMA gatherings, featuring individual experts and knowledgeable panels covering many

Every process in your dealership falls into one of two categories; it’s either administrative or revenue-generating. Granted, every job description of every service employee has a certain amount of administrative duties, but the majority of the pro

In a twist of irony, I’ve come to realize what consumers and dealerships have in common when it comes to vehicles recalls – assessing how important they are. Every day I work with dealerships throughout the nation, trying to get them to understan

All too often, dealers are hesitant to make an investment in training new and Preowned salespeople because turnover in the sales department can be as high as 70 percent according to NADA. Service, however, has always been most dealership’s foundati

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

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