Last month, my article focused on helping you hold your people accountable to your service processes. Odds are your dealership has sound processes in place, but is it time to do a process “makeover?” In other words, is it time to update and refre

Many dealerships or manufacturers have a formal or informal policy with respect to “goodwill” or customer satisfaction repairs. Usually dealers perform these repairs because a problem is not covered under warranty, the warranty covering the vehic

Some things aren’t funny, they’re just freakin’ wrong. While working in a northeastern dealer’s service manager’s office, located next to the tech parts counter, I had the opportunity to listen to all the conversations b

“Why aren’t they doing what I told them” Ever muttered those words? You know you have. Long ago my first service manager in New York, Bill Vukovich, used to whine constantly to the shop guys: “Buy you books, buy you books R

John Eagle is a member of the PhD club – “Papa had a dealership.” He’s been in the business since age six when he started washing hubcaps and grilles on vehicles. What started as a bankrupt Lincoln Mercury store has turned into 13 franchises

People (pee-puhl) noun 1)    Human beings 2) The followers or subordinates of a leader or manager   Processes (pros-es-iz) noun 1) A systematic series of actions and operations directed to an end 2) a series of changes  taking place in a def

Our clients are always looking for ways to minimize legal fees and reduce the number of lawsuits. There are many steps dealers can take to try to prevent litigation, which we frequently explore in these articles. One way to reduce litigation expenses

Each November, some 100,000 plus aftermarket and new vehicle manufacturer personnel, gather to view the latest in parts, accessories, tools, equipment, wheels, tires, performance enhancements, customization, car care, business services, and restorati

In most organizations today, staff levels have been reduced and the fewer remaining managers and employees are taking on more responsibilities and becoming stretched thin in the process. While most organizations have outsourced key staff functions fo