When a person wants to buy a vehicle, a dealership is the first place they think of. When a person needs to get their vehicle serviced, a dealership is not necessarily the first place they think of. For service, there’s plenty of choices and compet

January 1 saw the enactment of Tennessee House Bill 141, to the collective groan of consumers. In a nutshell, this new law prevents consumers from suing car dealers if they purchase a used vehicle with an open safety recall, as long as it was disclos

If you haven’t noticed, a revolution is happening in our society. More and more businesses are going paperless. Airlines issue boarding passes via, email, text message or through a mobile app. Sporting and entertainment tickets are increasingly del

“What is true environmentalism? The Obama administration told us you can’t be about jobs and growth and protect the environment. I simply reject that! We can do both,” according to Scott Pruitt, Administrator of the US Environmental Protection

 As you would probably surmise, I get called in often when departments are losing money – usually big dough. The onset of a typical rebuild is launched by examining personnel expenses, which as you well know constitute the largest one group of exp

Manufacturers hold dealerships accountable for customer satisfaction and the overall experience in both sales and service through surveys. Dealerships that fall behind the acceptable OEM standards can easily suffer consequences that reduce revenue an

Recall notices are not, for most dealers, the first place they think of when it comes to generating revenue. Yet, how a dealership responds to recalls can create a distinct opportunity: an opportunity to demonstrate a customer-first attitude and the

As a seasoned road warrior, I don’t always look forward to the next airport, cab ride or hotel destination. There are definitely some aspects of traveling that are forgettable. However, over the years I have developed a list of favorites, as in fav

Providing the right experience that attracts and keeps customers can be difficult. Why? Well, according to an article on CMSWire, we are doing it backwards. The Toyota Product System, otherwise known as “Lean Manufacturing” advocates that all imp