In my last column I wailed about free or dirt cheap oil changes, no appointments, and ridiculous commitments impossible to meet, which are too often creating the “perfect service storm.” Only this week I witnessed customer after customer

“Servant leadership” has been a business buzzword the past three decades. But in the 1,000 leadership presentations I’ve given in 14 countries over the past decade, I’ve discovered that many leaders have a misguided understanding of what it i

Of course I am speaking of the all important, yet fleeting Flat Rate Hours here.  These are the family jewels of service and without their fabrication; both service and parts would wilt like the Celtics in the fourth quarter of a game seven champion

In my early years in the auto retail industry a dealer told me, “You cannot cut your way to a profit.” At the time, the comment perplexed me. It seemed to ignore a fundamental business fact. Specifically, profit is simply the difference between y

Bass Sox Mercer (our law firm) handled arbitration filings for 74 GM and Chrysler dealers seeking reinstatement of their franchises. Almost one-half of those dealers were reinstated very early in the process, primarily by GM. The remainder of those m

Are you as amazed as I am that the year is almost over? The good news is you still have ample time to pump up the volume in 2010 but you may have to re-think your traditional advertising mindset. In some markets the political ads for this mid-term el

Dealers need to be wary of “warranty repair shoppers.” Sometimes, for various reasons, a car owner has decided he or she wants out of the vehicle. The disgruntled consumer is convinced the car is a “lemon” and nothing will change that person�

I admit that I watch too much sports. My time could probably be better spent with constructive activity, but I still tend to veg out a little. For example, I recently watched some of the Tour de France. Not an active cyclist, still, I got a little me

If you ask 10 service managers to define the perfect pay plan for service advisors, you will get ten different answers. Few topics stir the emotions of management and employees more than that of personal income. Over the years, I have worked with tho