Independent garages are not your enemy, and in many ways, are not even your competitors; fast lubes and tire stores aren’t, either. The customer-pay automotive maintenance and repair business is a $207 billion annual industry. Of that amount, $28.5

I just got back from my annual pilgrimage to the Concours d’Elegance at Amelia Island. What makes this show so special? Aside from an eclectic collection of prime historical vehicles, some of which are restored to a condition far superior to when t

Recently, I was staying in a well-known chain hotel north of Atlanta, working in my room at about 4 p.m. Suddenly there was a banging sound, like someone repetitively whacking a tile floor above. I listened for about 15 minutes and finally it got on

It’s May 2012 and the official start of the family vacation season is upon us. As you begin to roll out your summertime service promotions, be sure to include automatic transmission fluid exchange services as part of your marketing strategy. As the

Consumers looking for parts and accessories are now more comfortable than ever to research, price compare and purchase auto parts and accessories online. Dealers are growing to recognize this as an additional revenue stream, and have been able to tur

Implementing a process and holding your service personnel accountable to follow the process is a common practice at most dealerships across North America. The challenge is to keep the process from being so “transaction” driven that you miss reven

Regularly I encounter owners, managers and factory folk wondering how much total service department payout is available, and for how many support people. The reality is that the need for additional support staffing has been constantly building on dea

Ever heard this, “Cause I said so,” an offshoot of the infamous “Do as I say” mantra? Of course, we all have experienced this mini-diatribe usually focused on some type of quasi-instructional act – usually from a parental (or like) unit –

There are a few things in our business that everybody talks about, but no one seems to be able to do anything about them. They are: lost sales and walkarounds. Both are things that we know we should be doing every day in order to be profitable, yet w