One of the graphic pictures in one of the presentations I recently gave is a picture of a bullfighter. The bullfighter’s shin has been punctured by the bull’s horn and the picture captures that moment when the horn punctured the skin, but still r

Corina Diehl has been a dealer for three years, owner of the Diehl Auto Group in Butler, PA, a small town a few miles north of Pittsburgh. A devastating personal tragedy brought her into the business a year before the collapse of 2008 and 2009. Yet,

The battle is over. The customer now controls the car-buying process, and it is up to the dealer to support, advise and encourage the customer along the way to the sale. Dealer actions that seek to control the process — such as hiding informati

Less than 10% of used car buyers return to the dealership for customer-pay service work. But don’t take my word for it. Run the numbers and see for yourself. Run the VIN numbers for all the used vehicles you sold in 2009 and compare it to the VIN n

I had the pleasure of speaking at the AutoTeam America CFO Forum on Friday afternoon before the official opening of the NADA Convention.  The event is always well attended by dealers of all brands along with their financial personnel.  Based on the

I apologize up front if what I am about to write offends you. I am not a fan of country music. Even though my Dad dragged me out of bed when I was five years old every Sunday morning to listen to a four-hour concert of Flatt & Scriggs and Bill Mo

The close is the ultimate measurement of the effectiveness of a sales process.  Retailers around the world go through countless steps to drive interest in their product but it is wasted energy if it doesn’t translate into sales.  Really nice and

We do a lot of brain busting determining how to generate sufficient stall revenue, so that the entire dealership’s expenses can be covered by service and parts.  Essentially we have established there are three distinct work types in auto service s

Did you know that offering a warranty on a new or used vehicle, even one that is limited in duration, can open a dealership up to litigation years after the warranty has expired? Many dealerships currently offer written warranties on new and used veh