We all have iPhones today, iPads, laptops, communicating devices of all forms, shapes and sizes. They are great for looking at data, I even like them myself. What I have found is that they are even better for helping you in training your people. They

Over the past three months I have been spending hours working with as many dealer principals as possible. The purpose was simple, to discover what separates great dealerships from mediocre ones. In the end the answer was abnormally obvious — the pe

So, who are these people called the Generation Y or GENY for short? They are the children of the baby boomers. You know, those born between the years 1977-1996, they are also known as the millennial. There are around 80 million members of GENY in thi

It is easy to monitor the productivity of your sales department. I don’t know a dealer in this country that doesn’t ask this question every morning or check his email to find out, “How many did we get out yesterday?” On the flip side, I only

“It’s not the time in the F&I office that makes customers want to scream, it’s the time waiting to get in there that makes them angry.” Recently when a Southwest airplane lost its front landing gear at LaGuardia airport, I was in another

Recently, I wrote a blog article about Disney’s approach to customer service that was received with much enthusiasm. I’m personally a fan of Disney business practices and strategies and have attended their programs. I also encourage all of my emp

The best opportunity for dealers to sell more cars RIGHT NOW is to manage three simple phone skills. Imagine it’s a typical Tuesday. Your dealership receives three unique phone calls. 1. The first caller asks for new car sales. She waits on hold fo

At the 14th Digital Dealer Conference in Orlando, I noted that auto dealers are being out-marketed by locksmiths — on the topic of used autos, no less. I shared a story of a locksmith who had created an infographic on how to buy a used car, whi

During my training seminars all over North America, regardless of whether I am working with Salespeople, Managers or Dealers, one question usually comes up at some time during the program: Why are Customers so defensive? Anyone in this business who h