A recent study released by J.D. Power and Associates really underscores the importance of when to ask the customer for additional service work (see graphic below). As you can see, if your service advisors time it right, they can greatly increase thei

Once, service and parts were considered as one… Back when our industry began, a little more than a century ago, most dealerships were primarily repair shops or custom coach builders. service, parts and body repairs were all together and the busines

  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

  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

Last week I participated in a mediation conference and explained to a consumer that the “issue” they were experiencing with their vehicle was not caused by a defect, but instead actually was a normal operating condition of the vehicle and a by-pr

GRAPH TO BE INCLUDED There are 50,000 fewer service bays in the United States than there were ten years ago. According to The Lang Report, there were 1,180,000 services bays in 2010 compared to 1,230,000 in 2000 (see graph below). Dealerships lost a

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

Today, Toyota Motor Company announced the automaker???s forecast for the fiscal year ending March 31, 2012. According to Bloomberg, Toyota is forecasting a 31% decline in profit for the full-year, mostly due to the devastating earthquake and tsunami