Okay, I confess. Digitally speaking I’m fairly “un-social” and I still use a “dumb” phone (one of the old Motorola Razors that I bought on eBay because they haven’t made them in five years.) Not that I don’t have a fairly decent underst

Far and away the longest standing and ongoing concern I have encountered in the decades of “Training from the Trenches,” are the way we (our industry), handle (or don’t) the indispensable, yet quickly changing, still dreaded…phones! I am refe

Last month in the December 2011 issue of Digital Dealer magazine, I wrote a column titled “Building Trust Online is an Entire Dealership Effort.” There is more that needs to be brought to light around this concept. The premise of the article was

Generation Y, sometimes known as Millennials, are a slightly larger cohort (83 million) than Baby Boomers. Gen Yers were born between 1980 and 1998. According to a recent Deloitte study, they will represent two out of every five shoppers by the end o

Even after celebrating out tenth anniversary as a compliance consulting company, we continue to see new issues that surprise us. For example, one dealer gave the keys to a repo agent, who had what appeared to be a legitimate order from one of the cap

Differentiation. What is it? I don’t know about you, but I am sick to death of people throwing the word differentiation around with no specific, precise course of action. It is essential that we accentuate specific differences between us and the st

I was training with a dealer group the other day, and during a break the Internet managers were jovially reminiscing about the days – way back in 2003 and 2004 – when dealers were still not sure they even needed a website. I was working for Deale

Remember being a kid and playing the telephone game. You had to tell the person next to you a statement, and they in turn tell what they heard to the person next to them and so on. And by the time the last person repeats it we all laugh at how convo

My professional focus, on making every woman’s consumer experience as good as it can possibly be, gives me lots of opportunities to hear people’s opinion on the subject. I hear a lot from women on how some experience of theirs was miserable, and