As times change, so do consumer desires. What hasn’t changed are the fundamental business practices which have led to customer loyalty for hundreds of years. That small shop owner in the early 1900’s kept his customers coming back through friendl

Ujj Nath shares his vision of the fate of multi-point inspections in this short video blog.

Director of Professional Services Stephen Coambes shares how technology can speed up the process for customers providing a better customer experience.

People who can afford to own a car can afford to maintain a car! This is a simple, profound truth. Yet, many service advisors I meet believe just the opposite. One extreme says, “they spent so much on the car, they don’t have money to maintain it

So just this week I’m conducting a customer service manager workshop for my good-sized Chevy client, and I asked the mostly experienced group if they could define “buyer’s remorse.” I didn’t get too many responses which hit the nail directl

Management is a challenging endeavor in any business, but especially so in an auto dealership. Dealers need to manage a large staff, facilities, new and used car sales, service business, a parts business, the supplier base, the I.T. support structure

Service absorption is one of the most frequently cited Fixed Ops metrics at 20-group meetings. While asking the service department to carry store profitability has never been more important, focusing on service absorption as a metric is not only limi

It’s beginning to look a lot like the holidays. In retail, that typically means an upsurge in business. In the automotive industry, the sales department typically finds consumers buying vehicles for their loved ones. And the service department sees