So, who are these people called the Generation Y or GENY for short? They are the children of the baby boomers. You know, those born between the years 1977-1996, they are also known as the millennial. There are around 80 million members of GENY in thi

Recently, I wrote a blog article about Disney’s approach to customer service that was received with much enthusiasm. I’m personally a fan of Disney business practices and strategies and have attended their programs. I also encourage all of my emp

The best opportunity for dealers to sell more cars RIGHT NOW is to manage three simple phone skills. Imagine it’s a typical Tuesday. Your dealership receives three unique phone calls. 1. The first caller asks for new car sales. She waits on hold fo

At the 14th Digital Dealer Conference in Orlando, I noted that auto dealers are being out-marketed by locksmiths — on the topic of used autos, no less. I shared a story of a locksmith who had created an infographic on how to buy a used car, whi

During my training seminars all over North America, regardless of whether I am working with Salespeople, Managers or Dealers, one question usually comes up at some time during the program: Why are Customers so defensive? Anyone in this business who h

Make no mistake, I’m a retail-first guy. I fundamentally believe that dealers should sell every vehicle they acquire as a retail unit to a retail customer. But I also recognize that retailing every used vehicle isn’t always possible—even with t

In today’s Internet driven auto shopping environment and in the future, a dealership’s online sales and marketing strategies will need to constantly evolve in order to attract and retain customers while positively impacting their bottom-line. Dig

There are quite a few dealer website plug-ins designed to generate leads, but on many websites, how they are implemented, hampers the power of these tools. With a great call to action and by closely following the third party’s installation instruct

Wealthy millennials less likely to buy on credit, according to AdWeek. Millennials are different from their parents, at least when it comes to spending. The Shullman Research Center surveyed adults with a household income of $75,000 plus on their spe