Walk-ins are a major source of dealership traffic. On the one hand, that’s great for dealerships, because it means less time chasing down leads, since customers simply show up at your door. But it also means that when walk-ins dry up, so does a maj

I have been studying Amazon and unknown to me, they seem to follow the same principle that I promote to dealers. I call it the Circle of Convenience and Trust. Amazon obsesses about convenience. I am sure some of you suffer from the “brown box

We have all had moments we wished we could do-over. For anyone who saw Avengers Endgame, you understand the value of “undoing” cannot be overstated. So what do we do when against our best efforts to build a strong customer-centric reputat

In this competitive auto retail space, salespeople have the potential to earn six to seven-figure income — a compelling reason why many individuals from diverse backgrounds enter into the industry. However, success selling cars does not depend

It’s our conversations that shape our results. We live in the Age of the Consumer, and it takes more than a just good price and a good product to win. Today, it’s the way you treat each customer, and the way you communicate your value, that matte

The primary purpose of a professional service advisor is to sell service, or as Scott Russeau puts it, “inspire your guest to invest!” Earlier this year, I attended one of Russeau’s energy-packed workshops. (Okay, it wasn’t a workshop as much

Picture the following scenario: you check your dealership’s monthly ad performance and notice an increase in clicks on one of your campaigns. Great news, right? Maybe. But what if it turned out that customers were clicking those ads after making a

With the increase of consumer preference to use online channels for communication, it’s crucial to devote attention to who might be best equipped to handle these valuable customer relationships. Today’s social media is marketing, PR, sales, a

I remember when I had to wear a tie every day for business. I bought a lot of ties because every year the fashion gurus in concert with the manufacturers would change the size of the tie and who wants to look out of step with style, right? But an old