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5 Basic Steps that Help Create an Excellent Customer Service Experience
Over the last seven years I have had the opportunity to be exposed to some good and some not so good service managers. From both I have learned a lot and applied many of the skills that have been taught to me. For the most part all the steps to having good customer...
Why OEM Marketing Mandates are a Great Thing for Dealers (at least those who do it right)
Stop the presses! The cow just jumped over the moon. Pigs are flying. Hell froze over. Who kidnapped me and replaced me with an OEM shill? The answer isn’t that I’ve gone insane. It’s that I looked deeper into the subject and realized it can be easily turned around...
Implementing Price Increases
Over the years I have seen hundreds, if not thousands of shop owners do irreparable damage to their businesses. This damage occurs when they are mesmerized by the management trainers or consultants who tell them that they can solve all of their problems by raising...
Is Your Dealership Ready for an Automated Data Management Solution?
Dealership data management systems collect and maintain mountains of data about your operation, your customers and your market. There is no doubt about the value of the information contained in those systems in enabling you to make the best possible decisions for...
The Inbound Difference: How to Market When Your Price is Not the Lowest
It’s just not apples-to-apples any more. While you might sell the same shiny new F-150 as the joint down the street, yours comes with a different maintenance plan, financing options, chrome package, floor mats, or other more trivial add-ons. While it’s relatively...
The Three Most Important Components of Dealer Website Chat
On the surface, one might think that website chat systems are very straightforward, that they're all pretty much the same. They're not the same and with one of the three most important components, the differences can be huge. When analyzing the effectness of your chat...
Why You Should Attend Conferences Like Digital Dealer
Yesterday, we attended the Digital Dealer Workshop in Chicago, IL. I’ll admit, I was a little skeptic on who and what was going to be in attendance. We’ve attended some automotive conferences in the past where there were more vendors than dealers and the dealers that...
Dealership Marketing Spend: Too Much or Not Enough?
We have done extensive spend management work in the dealership space over the last 15 years. One of the biggest changes I have seen in overall dealership expenses has been the growth in the marketing expenses and the vast array of marketing strategy options available...
5 Ways SEO Writing is Backfiring on Your Website
Interest in automotive SEO content is likely at an all-time high thanks to increasing digital marketing budgets and the need to rank for high-value keywords that create a constant stream of leads. Unfortunately, all of the wonderful benefits of SEO that you've heard...
Packing Heat
Believe it or not, a lot of sales managers still ask me how much “leg” they need to leave in the payment for the F&I manager. In fact, as recently as last month, a manager messaged me to say that his general sales manager was demanding he leave a $30 a month leg...
What Really Motivates Your Employees?
It’s an age-old question and a $10 billion industry. Every year, thousands of books and self-improvement courses are sold, and the most successful motivational speakers command $20,000 to $50,000 per engagement. Yet leaders and managers in companies both large and...
The Recipe to a Successful Automotive Digital Marketing Campaign
Today’s consumers are more connected, empowered and informed than ever before, and with their easy access to information, and the power that comes with it, they naturally demand higher value and satisfaction from the products and services they buy. Auto dealers are...
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