Sorry, just had to do that in my current aggravated state – yellow journalism headlines everywhere – YUK. Sit or stand? That is a pertinent question for both customers and assistant service managers (writers). Should the ASM be standing at his or

I’ve worked in customer service my entire life and I’ve seen first-hand how powerful a good check-in process can be at generating results. Well, at one dealership we received feedback from some customers that the check-in process was just

The recent devastation caused by Hurricane Harvey and Hurricane Irma is horrifying in terms of lives lost, lives affected, and the billions of dollars in property damage. If there is any silver lining to be found, it is only that things could have be

In this week’s episode of Witt’s Wise Words, Bill Wittenmyer discusses recalls and the opportunities that exist in your dealership to capitalize on them while helping your customers.

One of the largest hurdles to overcoming the vehicle recall crisis facing automakers, dealers and even consumers, is low recall completion rates. There are a multitude of reasons including a lack of parts, overwhelmed shops and, yes, even consumers w

After decades of working in and with dealerships all over the country, I find that many don’t have a proper process in place, or if they do, it’s not being followed. I can’t tell you how many times I have pulled into a service lane and

If you haven’t noticed, our culture has changed. Your customers are no longer willing to wait. Everyone wants everything NOW! Just look at the leader of the pack, Amazon. With this market powerhouse it’s all about same day or 2-day delivery. I ca

A college buddy of mine relocated to the Deep South many years ago. We’ve stayed in touch with each other and in a recent phone conversation he was telling me about his car-buying experience earlier this spring. Let me tell you at the outset that h

“Learn how to control and manage service department work input or pay the consequences – don’t end every work day wondering what the hell happened.” Two of the most expensive weaknesses I encounter in dealer service departments are pre-loadin