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So, I get a call from a good-sized import client I had restructured in service about ten years ago.  "Quick service is out of control...customer retention is down, the repair order count is behind year-to-date, cars are lined up--shop output percentage is down -...

Well, I’m certainly glad I am. It’s interesting to me hearing people talk about going green, new technologies, and that we need to take items and use them more frugally, etc., etc. When I was growing up we had milk bottles delivered to the door (which created a few...

Fact: Most customer-pay service work (maintenance and repair) is done by aftermarket service centers. Fact: Aftermarket service centers outnumber dealerships by at least four to one. Fact: There is a universal perception that dealerships charge more for service work...

Unlike the empty talking heads on ESPN and TMZ, we were good at nicknames in college. The empty talking heads rely on a tired, formulaic nickname method…first initial of first name and first syllable of last name. Unfortunately, you hear it all the time now and it is...

Typical approach to cost control Most dealership organizations engaged in some form of cost reduction over the past few years in order to survive the “stimulated economy” that Washington has provided for us. Most cost reduction efforts involved some sort of headcount...