What Does Cheating Teach Your Employees?, from AutoPoint. Automotive News recently carried a story about a lawsuit filed by Subaru of America against one of their franchisees. The lawsuit accuses a Southern California dealership of falsifying 224 CSI

eOnWard Uses DataOne’s OEM Service Schedules to Increase Dealership Service Appointments and Revenue, from Virtual-Strategy Magazine. DataOne Software, a division of Dominion Dealer Solutions and a leading provider of automotive data and software s

The Four Buckets of Customers, from AutoPoint. We all have a myriad of contacts that we consciously (or subconsciously) place into separate categories in our relationships. These categories include family, close friends, business associates, colleagu

Your customers bring their cars to your service department for one primary reason—Quality! Lang Marketing has been tracking consumers’ service selection criteria for many years and quality continues to dominate the hearts and minds of vehicle own

6 Touchpoints for Service Customers, from Auto Dealer Monthly. Dealers are earning loyal service customers by focusing on providing a positive experience in every phase of the transaction. Last year, I introduced the Six Touchpoints of Service, a lis

M-B launches no-appointment quick service, from Automotive News. Premier Express aims to get the work done in 30 minutes Mercedes-Benz is rolling out quick service for basic maintenance that can be completed in as little as 30 minutes. No appointment

NHTSA Announces Follow-Up Airbag Recall of 2.12M Vehicles; Chrysler’s Ignition Switch Defect Still at Large, from Autobody News. U.S. Transportation Secretary Anthony Foxx announced on January 31 the recall of more than 2.12 million Acura, Dodge, J

Reconditioning Gets Undeserved Bad Rap, from Wards Auto. Avoid spending too much getting a car ready for resale. But don’t skimp either. And skip looking for service-department scapegoats. I started selling cars in 1968 and the first vehicle I sold

Online Reputation Can Make or Break Your Business, from Grease Monkey Search. Back in the “good ole’ days,” a company’s reputation was dictated by spoken word of mouth. Friends and family told each other about a restaurant they enjoyed, an am