How does a stay-at-home mom – with no experience in selling cars, who threatened to drive her leased Expedition through a car dealership’s showroom window – land a great job as customer relations director at that same dealership, one of the bes

How does a stay-at-home mom – with no experience in selling cars, who threatened to drive her leased Expedition through a car dealership’s showroom window – land a great job as customer relations director at that same dealership, one of the bes

  Customer satisfaction is a big deal at Rich Ford. It’s such a big deal, when one irate customer threatened to drive her Expedition through the window of the dealership, Dennis Snyder, Rich Ford’s president, convinced her to come work for t

I have had the privilege in my automotive career since 1971 to see a lot of old brands go out and a lot of new brands come in, with many model changes.  I, like many of you out there, suffered in 1980/81 with a Chrysler franchise and all the problem

Last week I participated in a mediation conference and explained to a consumer that the “issue” they were experiencing with their vehicle was not caused by a defect, but instead actually was a normal operating condition of the vehicle and a by-pr

GRAPH TO BE INCLUDED There are 50,000 fewer service bays in the United States than there were ten years ago. According to The Lang Report, there were 1,180,000 services bays in 2010 compared to 1,230,000 in 2000 (see graph below). Dealerships lost a

So…what do you do when a self-professed liar and thief who used to be one of yours now turns has back on the industry and kanoodles with the dark side? Get your house in order, because he knows where the cockroaches are hiding. And he has no compun

Salesperson Rick escorts prospective customer Sandra to the door and shakes her hand then turns back to his office. Rick (to himself): “That went great. I managed to hit every selling point and ask all the important questions. I’m sure she’s co

Two years ago I wrote an article on the importance of local dealer research, and why “throwing your advertising budget dollars against the wall,” hoping some of it will stick just won’t work anymore.  Well, of course it might work, but certain