In one of the 20 Group presentations I gave last month discussing how dealers can better leverage social media, I showed a live demonstration of a dealer’s website that for nearly a year has had a direct link to Facebook in their Top Level Navigati

How does a stay-at-home mom – with no experience in selling cars, who threatened to drive her leased Expedition through a car dealership’s showroom window – land a great job as customer relations director at that same dealership, one of the bes

  Customer satisfaction is a big deal at Rich Ford. It’s such a big deal, when one irate customer threatened to drive her Expedition through the window of the dealership, Dennis Snyder, Rich Ford’s president, convinced her to come work for t

Salesperson Rick escorts prospective customer Sandra to the door and shakes her hand then turns back to his office. Rick (to himself): “That went great. I managed to hit every selling point and ask all the important questions. I’m sure she’s co

Two years ago I wrote an article on the importance of local dealer research, and why “throwing your advertising budget dollars against the wall,” hoping some of it will stick just won’t work anymore.  Well, of course it might work, but certain

When teaching on the subject of building a high performance culture, I begin my class by sharing with the attendees these six facts concerning business cultures: You can’t change behaviors or results in an organization by changing its vision. Rathe

ATLANTA ??? Wells Fargo Auto Finance, Inc. presented three of its four 2010 Top Performance awards to Manheim locations. The company honored Manheim Orlando with the Operational  Excellence award, Manheim Ohio with the Best Online Performan

Burlington, VT ??? Dealer.com, the global leader in online marketing solutions for the automotive industry, today unveiled a 70,000-square foot addition to its current office space, bringing the total office size to 135,000-square feet.  The exp

DETROIT ??? Cadillac is rolling out a new, modern design for its dealerships as part of the brand???s ???Defining Moments??? customer service initiative. Designed by Gensler architects and Cadillac designers, the new showroom layout features open, we