MANAGE EXPECTATIONS AS SOON AS THAT CUSTOMER WALKS THROUGH THE DOOR Understanding customers’ expectations is a prerequisite for delivering superior service. But the nature of customer service expectations and how they are formed has remained ambiguous. Researchers have defined customer …
TAKING AN IN-DEPTH LOOK AT THE TECHNOLOGY ADOPTED TO MEET NOx EMISSIONS STANDARDS How could it possibly happen? Beyond the initial outrage, that’s probably the first question many of us asked on learning that Volkswagen cheated on its emissions tests. …
HANDLING PHONE LEADS EFFECTIVELY CAN BRING CUSTOMERS INSIDE THE DOOR The Internet has opened up endless possibilities for leads. But that doesn’t mean digital has replaced some more traditional sources — like the telephone. A phone lead is still a …
CASTROL HAS DEVELOPED a new oil technology it says that could revolutionize oil changes at dealerships. The system is called Nexcel, and it allows a vehicle’s oil to be changed in around 90 seconds. That’s more than 13 times faster …
THE AUTOMOTIVE LIFT INSTITUTE (ALI) Lift Inspector Certification Program earned accreditation from the American National Standards Institute (ANSI). This provides assurance that the program conforms to vehicle lift safety standards currently in place and all conformity assessment requirements for bodies …
VEHICLE LIFTS are one of the most used pieces of equipment in a service department, so taking care of them and knowing how to use them properly are important. With this in mind, Rotary Lift put together a list of …
IS YOUR DIGITAL HOUSE IN ORDER? Leads are the lifeblood of our industry. They’re what keeps the keyboards clicking, phone dialers busy, and help most dealerships drive more customers into their showrooms. As I write this traveling back from the …
WHAT TO LOOK FOR IN YOUR NEXT F&I MANAGER It’s expensive to hire employees. In fact, people can be your most expensive assets. Jared Hamilton, founder and CEO of DrivingSales, said at the company’s recent executive summit that employees cost …
SOMETIMES ADDED AMENITIES ARE NOT ENOUGH IN THE SERVICE WAITING AREA.WHAT DOES THE FUTURE HOLD FOR THE AUTOMOBILE? Over the past two months, I have spent time in two different Toronto area dealerships waiting for my car to be repaired. …
OUR CARS DON’T FLY, BUT VEHICLE TECHNOLOGY IS CERTAINLY GETTING MORE ADVANCED. WHAT DOES THE FUTURE HOLD FOR THE AUTOMOBILE? The headline for my column seemed appropriate, given that at the time of writing we had just past October 21, …
IT’S TIME TO CONSIDER SOME NEW WAYS OF FUNDING CANADA’S CRUMBLING ROADS One of the most time-worn political gripes is the horrible and ever-degrading state of the roads we drive on. But just because everyone complains about it all of …
DEALERSHIP FACILITIES HAVE EVOLVED OVER THE PAST DECADE. WE LOOK AT WHAT’S CHANGED — AND WHAT’S TO COME. It’s fitting that on the 10th anniversary of Canadian auto dealer, we take a look back at the evolution of the retail …
