Your customer’s journey begins with the Service Appointment Recently we were doing training in a boardroom on the second floor of a dealership that had a huge window overlooking the showroom floor and service reception. We had a discussion about …
In the first quarter of any given year, we are often asked by Sales Managers, General Manager and Dealer Principals alike, “What should be the focus of our variable training this year?” The question is also designed to ignite a …
Machine learning is part of our operations. But we need to build proper safeguards to deliver a great experience. I really like this time of year. It’s when pundits from many walks of life opine on where our automotive business …
Managing time is the secret to an exceptional customer experience The research is complete, and the studies have been released! The customer experience related findings of the 2024 CDK Global Friction Points Study and the 2023 Cox Automotive Car Buyer …
There was a lot of talk at Ottawa’s national summit but now it’s time for action There are two answers to the question raised in the headline of this article. The first answer is “yes”, because after a lot of …
Being a steady partner pays off in the end for auto lending giant Whether it comes to your floor plan financing, or getting loans approved for vehicle buyers, being available and dependable for dealers is the name of the game …
Observations on the global changes that will impact Canada: Part 2 of 2 In Part 1 of our special report on the Global IAA Mobility conference held in Germany, we took a look at the major players and their ambitious global growth …
NCDA cautiously optimistic about 2024 but ZEV mandates remain long-term concern 2023 was a year in which the new vehicle sector faced a number of successes and challenges, and while we are cautiously optimistic about 2024, it doesn’t take a crystal ball …
High interest rates and rising consumer debt levels are impacting the outlook for dealership success. Let me start by saying that generally we are still a year away from possibly experiencing significant upward shifts in our retail automotive businesses in …
The right mix of technology, training and process can drive improved F&I performance. Dealerships juggle many demands from their customers, manufacturers, and regulators. To succeed, they need the right processes and people working for their business to manage these priorities …
Are your recruiting efforts damaging your organization’s reputation? We don’t usually run columns or stories that aren’t signed by the author — for a host of good reasons. In this case though, we know this person well, they had some …
Ottawa’s ZEV mandates are a solution in search of a problem — but are creating their own problems For the second year in a row, almost to the day, the federal government delivered another lump of coal to the automotive …
