Many leaders feel that being professional in their position means being organized, focused and strong. They never let their personal life or emotions enter into relationships with their employees.

The J.D. Power survey finds that among highly satisfied customers, 92% say they definitely will return to the same service facility for future warranty work and 83% say they definitely will return for

There’s no question – the recall crisis is eroding the confidence consumers have in vehicle safety. Every day, we hear of more vehicles being recalled for various reasons. If nothing else were to get recalled,

According to a CNW research study, 86% of customers who regularly service their vehicles at the selling dealership become repeat vehicle buyers.

On the surface there doesn’t seem to be anything so simple and mundane as receipting parts, in fact the chore is usually given to some of the least qualified people in the Parts Department.

How many peeps does it take to screw in a light bulb in a dealership service department? Let’s calculate, a factory expert to determine the appropriate bulb (new national factory VP), a parts person to

The National Highway Traffic Safety Administration has been tracking vehicle recalls since 1966. There were roughly 6 million vehicle recalls per year from 1966-1996 and about 17 million per year since then.

In this blog, I’ll share the consumer viewpoint so dealers can better understand their state of mind and why, in the end, dealers should embrace recall customers.

It’s not a personality thing. You don’t have to swap family photos and go for dinner once a month. It’s important that your customers feel welcome in your service department, though, and that