Today’s car business has many challenges such as customer satisfaction, retention, and overall profitability. One thing I find interesting is, many of the challenges that car dealerships face are self-imposed. Today let’s look at some of the chal

This the final slice of my three-part review of “Why Strategy Execution Unravels,” an article printed in the resourceful Harvard Business Review. A comprehensive survey of CEOs and middle management revealed what the authors termed “Myths” re

It is the best of times in the automotive service business. There is so much opportunity out there that for your shop to miss out on it would be a real tragedy. From fixed ops directors, to parts and service managers, to advisors, to techs, to lot po

Often when considering resource utilization focus is drawn to technician efficiencies. Performing automotive repairs is the primary purpose of any auto repair shop. However, the people that support the repair process and the processes by which their

The writing is on the wall. Some manufacturers are deciding to keep more profit while others are cutting warranties — all while new players are entering the automotive service space. Trends are pointing towards the fact that dealership service

A dedicated bay and/or equipment in an auto repair shop can present significant challenges. The objective is to realize the maximum return on investment but if care is not taken the resource can be overbooked or double booked and conflicts can result

One of the most important responsibilities of customer service teams is responding to customer inquiries quickly. It’s the first step to making customers happy. If you wait too long before getting back to customers, they’ll become frustrated and

Most shop owners I talk with want a business that runs on autopilot. What exactly does that mean? Well, let’s start with the true definition. The dictionary defines “autopilot” as a: “device for controlling an aircraft or oth

I believe without any question the service advisor makes the difference in regards to the service and parts department’s profitability. The day of handing a service advisor a pen and saying “here’s your terminal” should be well behind us. The