Dealer OPS & Leadership
Technology Committees – A Better Way to Select CRM or DMS Providers
During my recent workshop at the 10th Digital Dealer Conference and Exposition, I discussed some of the best ways to select and accept your next DMS system. One of my favorite ideas is to use a technology committee that consists of a variety of members, including:...
Leadership is the Difference Between (Internet) Success and Failure
I actually find it funny how often great leadership is the number one factor that drives a particular business’s success, yet at the same time, how many senior managers in unsuccessful businesses feel like their companies’ failures are the result of everything but a...
Critical Decisions: Double your ‘Shows’ and Double your Demos!
I hope you’re off to a great day when reading this because I have some critical information to share for this month’s article that may ruffle a few feathers. When we make adjustments to our playbook ahead of time, closing appointments that actually show on time,...
NLRB Files Complaint Against Luxury Car Dealership For Unlawful Termination Over Employee’s FB Post
On Friday, May 20, 2011, the National Labor Relations Board filed a complaint against a luxury car dealership in Lake Bluff, IL for “unlawfully discharging a car salesperson because of his Facebook posting
Time Utilization For Us Dummies
Please don't take offense to the oblivious title -- it's just "catchy," but after evaluating this tidbit you'll recognize how much of the precious revenue-producing calendar clock time goes fallow. Of course, if you were a thin-skinned rascal you wouldn't be in this...
Who’s Writing Your Online Ads?
I recently saw a vehicle advertised on a dealer website that caught my attention. This pre-owned car was advertised as a “CarFax One Owner”. Upon further investigation, I discovered that the “one owner” was a rental car company. Even though the “one owner” statement...
Does your Dealership Sell Transactions or Experiences?
I recently wrote a blog article entitled, “You Can’t Build a Great Organization Around Satisfied Customers.” In that piece I explained how, by definition, a satisfied customer has merely had their expectations met. Period. He is not wowed or impressed. Because of...
Study Shows Lead Response Practices Fall Way Short
Recently, my company conducted a mystery shopping study to gauge the status of dealer responses to customer price quote requests. Brace yourself, here are the results: Twelve percent of leads received no response—not even an auto responder. Fifty-eight percent...
‘Help Me’
Hello gang, welcome to spring. Jim Ziegler and I started out writing in the first issue of Dealer magazine and I’m proud to say that I’ve been with you every issue since. But, there comes a time in everybody’s life when they need a little help from their friends. In...
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