Potential legal problems often arise when consumers purchase aftermarket parts. Aftermarket parts, and particularly performance enhancing parts such as programmers, can cause damage to a vehicle, can void manufacturer and aftermarket warranties and c

Please don’t take offense to the oblivious title — it’s just “catchy,” but after evaluating this tidbit you’ll recognize how much of the precious revenue-producing calendar clock time goes fallow. Of course, if you

For the first 100 years of the automotive industry, the main thing you heard about at 20 group meetings, conventions and regional dealer gatherings, was customer satisfaction. With a decline in automotive dealerships and an increase in aftermarket se

Proper documentation has been a frequent theme of my articles. Dealerships face potential pitfalls if they fail to document all customer visits accurately. I have tried to offer readers explanations as to why each and every visit by a consumer should

The hot ticket these lean days is attending some type of “service sales” workshop, webinar, or similar rodeo, teaching dealer service professionals how to create and sell additional flat rate hours during the service drive reception proce

Tom Restino gets it! Restino is general manager and vice president of operations for DePaula Chevrolet in Albany, New York. I had the privilege of meeting Restino a couple of months ago when I was in New York training a group of automotive profession

As a first time exhibitor at National Auto Dealer Association this year, our team staffed the booth and had a great opportunity to talk with current and former clients and prospects.  We also spent a fair amount of time on the show floor, meeting s

On March 1, 2011, Century Motor Corporation in Wentzville, MO reopened its doors as a Dodge Chrysler Jeep dealership, nearly two years after being one of the 789 dealers terminated by Chrysler as part of its bankruptcy. In the top 10% of Chrysler sal

In February 2010, Toyota had one of the largest recalls ever. Yet within nine month’s time, the efforts of the dealership’s e-commerce director produced numbers that were up 150% Y. C.S.I., C.I.T. and every other key success indicator con