It’s always frustrating to read articles about the challenges legislators, manufacturers and states have with low recall compliance rates. And, even worse than the challenges is the finger-pointing going on, the lack of cooperation and the unwillin

When it comes to increasing service revenue, there is no shortage of areas to consider – improving process efficiency, expanding facilities, hiring more technicians, just to name a few. With an ever-expanding list of action-items, many dealerships

As industry experts forecast slumping sales numbers, a recent article in Automotive News suggests that shops can pick up the slack by getting back to customer-pay work. I cringed when I first read that, fearing that dealers would take this advice and

Successful dealerships know that their service department is imperative for creating customer loyalty and bringing in repeat customers and buyers. It has been found that service departments have been the highest growing in inbound prospect calls and

Director of Professional Services Stephen Coambes explains when CSI/SSI starts in the customer experience in this video blog.

When asked what area of the dealership was the most important for overall success of their business, dealers’ top response was fixed ops. Those of us that have invested a lifetime in parts and service have known that all along—but it’s nice to

For real – overheard by me at a large Honda dealership after an ASM explained to a lady patron limited details behind the current $500 fee for an injection cleaning, throttle body service, transmission service, and a headlight replacement.   Lady

The unspoken truth about the dealership continues to be the same – the service side of the business is where the money is at. However, 72 percent of car purchasers do not return to the dealership for service in the following 12 months1. This repres

If you look at the data, the expert analysis, and the firsthand accounts of dealers themselves, it’s undeniable we’ve entered an era where “status quo” in the automotive retailing industry means plateauing vehicle sales, rising costs, increas