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

There are three primary factors in staffing that will shape your business destiny.  They are your levels of clarity, empowerment and accountability.  Clarity: having well-defined job descriptions AND a 40,000 foot view of your Corporate Play Book,

In one of the 20 Group presentations I gave last month discussing how dealers can better leverage social media, I showed a live demonstration of a dealer’s website that for nearly a year has had a direct link to Facebook in their Top Level Navigati

I’m not a gambling man, but I bet if I asked 100 dealers on the street what they thought about STAR, the majority of them would think I was asking about science fiction, entertainment or even some sort of new hybrid. However, what I would really be

Do you remember this slogan? AdAge.com ranked it one of the top “Slogans of the Century”, along with: “Just do it” (Nike), “Tastes great, less filling” (Miller Lite), and “We try harder” (Avis). “Let your Fingers do the Walking” w

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