Many dealerships or manufacturers have a formal or informal policy with respect to “goodwill” or customer satisfaction repairs. Usually dealers perform these repairs because a problem is not covered under warranty, the warranty covering the vehic

How many times have you wished you had an extra hour or two in a day to accomplish everything that you’ve scheduled? The old adage “Time is money” cannot be understated. For a car dealership, a typical day may include a sales meeting, walking t

The first word or attribute that comes to mind with “follow up” is tenacity, because to be successful in today’s market, more is needed beyond picking the low hanging fruit. I have developed and adopted my own practical application, helped thou

If you asked 10 people what loyalty means you would probably get 10 different answers. Certainly many couples have a different interpretation of the concept of loyalty, as do business partners. Insurance companies invoke the need to be loyal, maybe m

I did a little research prior to writing this article on something I know a little bit about, bull riding. One of my cousins ventured into being a bull rider at a very young age. In a rodeo the toughest contender is the bull rider. I learned you know

A little secret. For almost 20 years, some of America’s best dealers have been writing these advertising columns, letting me take the credit. I’ve developed an informal roundtable of some of the brightest young minds as well as seasoned legends i

How many supplier contracts does your organization have? Where are your contracts located? When do those supplier contracts expire? Which of the contracts will automatically renew? These are questions you have probably asked at one time or another. I

While many leaders and businesses become good, few attain greatness. Jim Collins addressed this phenomenon in his book, Good to Great, where he declared that the enemy of great is good. Collins contended that the reason so few leaders or businesses a

Some things aren’t funny, they’re just freakin’ wrong. While working in a northeastern dealer’s service manager’s office, located next to the tech parts counter, I had the opportunity to listen to all the conversations b