Does your dealership offer customers the option to purchase a car online? If not, you’re missing opportunities and sales. According to surveys, 83% of consumers want to do one or more steps of the purchase process online. Of course, other surve

Challenging situations in business are inevitable, but what makes the difference is how you handle them. No one can control how a customer reacts, feels, talks, or behaves, but you can control your response and what you do about the situation to make

A Legal Ruling in Efforts to Avoid Using an Independent Franchised Dealer Network  On December 6, 2018, the Connecticut Superior Court affirmed an earlier administrative law judge’s ruling that Tesla’s “Gallery” locations were operating

Every process in your dealership falls into one of two categories; it’s either administrative or revenue-generating. Granted, every job description of every service employee has a certain amount of administrative duties, but the majority of the pro

Hiring and retaining sales professionals and service advisors who possess great customer service skills and are also trainable for improving these relational skills—this is your goldmine. In order to stay competitive in the marketplace, you must co

When dealerships are struggling with F&I production, there is plenty of blame to pass around. From training to pay plans, from process to personnel, there are multitude of reasons performance can be lacking. If everything seems to be in place, yo

Even though social media has become mainstream, there are surprisingly many dealers who haven’t secured their social media accounts. How do I know this? Because on a regular basis, I’m asked about the ‘best ways to safeguard our soc

Every January, as the clocks strike midnight, we rotate from the previous year to the new year. In our society, it’s common for people to contemplate goals that they have for themselves in the new year. These are called New Year’s resolutions

While traveling around the country to visit with dealers, I decided to conduct a survey identifying what they really felt was needed to increase business from the front-end sales department. I first asked these dealers how things were going for them.