Trust isn’t just the subject of a Billy Joel song; it is the essence of any successful relationship, and the dealer-customer relationship is no exception. The bottom-line, close-at-all-cost attitude is a thing of the past. In the age of customer-ce

Logically, you might think it is almost crazy to ask, “Who should pick the car?” I am sure most salespeople or sales managers would quickly respond, “Why, the customer of course.” Yet, when we consider the process that has been promoted and t

How to turn haters into raving customers, from Entrepreneur. Our next guest on the School of Greatness turned $12,415 into $3.93 million over the course of his career. He did this with the money he was given at his Bar Mitzvah. How did he do this? By

Volkswagen freaks out whole movie theater with devious ‘Don’t text and drive’ PSA, from AdWeek. We’ve seen lots of “Don’t text and drive” ads lately. With this one from Ogilvy Beijing, Volkswagen drove the me

As an employer you are required to train your employees on environment and safety practices at your dealership. One difficulty that you face is how you teach your employees; do you deliver online or classroom training? A new option is available: blen

The sweet and simple marketing lesson from ‘House of Cards’, according to Entrepreneur. A few months ago, I got a hankering for BBQ ribs. As someone who doesn’t typically indulge in ribs and the sort, I found myself frequenting local so

I love it when dealers personally get involved in fixed operations. Savvy dealers know the value of the service drive when it comes to customer retention and overall dealership profitability. David Slone is one of those dealers. When it comes to the

What advertising or marketing generates a 1% sold rate? How do you or your marketing agency measure the success of your direct mail marketing? Is it the response rate — or its “sold” rate? Which measurement is more meaningful to you? Strate

There are many elements of the retail automotive business that have become central to the car buying experience. Probably nothing has stood the test of time more than the demonstration drive. It is one reason why over and over again customers still p