By now, almost everyone recognizes the importance of pricing vehicles competitively. Almost every shopper has checked the Internet before they burn their $3 per gallon gasoline and valuable time and venture out into the marketplace. Unless your deale

Sometimes we get so caught up in our own world we lose sight of what others in similar, but still different industries have to cope with. Choices, choices, choices?? I can’t recall how many times I’ve visited with a parts manager and hear

It’s no secret that automotive dealerships universally are dealing with shrinking customer counts in service and parts. Not only has the sudden and significant downturn in new unit sales impacted this figure, but the fact that vehicles only nee

To survive 2009, you probably cut costs by eliminating positions and reducing salaries and benefits, curtailing spending on supplies and services while renegotiating pricing and terms with vendors. But is that effort organized in a way that will yiel

I was recently on a trip to Sao Paulo, Brazil doing a used car school for Fenabrave (Brazil’s NADA). On the way to Brazil, while waiting in line at the food garden in the airport, I met a gentleman from Germany also traveling to Brazil. He and I st

Telephone Techniques to Improve Customer Retention  A service advisor’s ability to communicate effectively on the telephone can positively impact the dealership and improve customer retention. According to JD Power & Associates, 74% of all cus

There is only one way to increase your retail (customer-pay) service department revenue: sell more service! After reading the previous sentence my friend and co-worker, Ray Carter, would say, “ya think?” I realize this strategy of selling more se

It’s time to stop complaining and start planning for the new world I know you’re reading this in February, right around NADA time, but I’m writing it during the holidays and that has me thinking about all we’ve been through this year and what

What dealers can expect through the arbitration process By the time you read this article, the deadline for Chrysler and General Motors dealers to seek a reinstatement of their franchise pursuant to new federal legislation may be near or already pass