There are two kinds of customers who come in for automotive shop repairs. The first is no stranger to turning a wrench. She would do the job herself if she had a lift at home. In years past, plenty of customers fit that bill. As engines and the neces

Keeping clients loyal is essential to maintaining a successful business. There are a lot of auto shops and dealerships out there, and every one of them is fighting for your customers’ business. Simple, personal, and consistent messaging is one

One of the largest obstacles that dealership service departments face is consumer mistrust. Articles with titles like “10 Tips to Avoid Auto Repair Rip-Offs,” and “Avoid Getting Ripped Off on Repairs and Maintenance” are constantly being publ

Winter is coming and for dealerships that means more than winter sports and holidays. Unfortunately, with the change in winter weather, also comes additional safety risk, which also means additional safety preparedness. To maintain productivity and r

Closing is defined as everything you say or do that moves the sale forward. In golf, games are won or lost around the green on the shortest shots, not on who can hit the ball the farthest on the first shot. The same is true with closing – “What�

The best summary I have ever heard concerning our industry comes from Leigh Silver, who puts it like this: “The service operations can be viewed as a combination of running a sales floor, in conjunction with a manufacturing plant, in combination wi

The Many Ways to Increase Gross Profits At least once a month I get an inquiry from a Parts Manager or GM asking how they can improve their Parts Gross Profits by implementing a Matrix. When I ask them what they had in mind I initially get dead silen

In dealerships throughout the country, there is a report that reveals how your processes are working and how your team is responding to what you are requesting. It is called an Exceptions Report. In ADP, it is called a REX report. In Reynolds and Rey

Greenwashing is the practice of claiming that your processes are environmentally stainable without proof. Greenwashing is visible in every industry, and is becoming especially prevalent when consumers seek out environmentally sustainable auto facilit