Avoid the hot potato dispatching process that doesn’t work for anyone During our dealer visits and our own experiences, we have seen many ways of dispatching work to the technicians and apprentices. We want to reiterate what we mentioned during …
Inconsistent public policy measures leave Canada vulnerable as China ascends Earlier this year, I had the opportunity to participate in the SAFE conference in Washington, DC. For those that are not familiar with SAFE, the acronym stands for Securing America’s …
Shifting to a customer experience focused mindset is key but getting there won’t always be easy In the previous issue, I mentioned the importance of inspiring teams to adopt a customer experience focused mindset. Shifting a mindset dealership-wide can require …
Getting the approach just right is what counts in the F&I office. Overwhelm your customers and they buy less A December 2023 white paper by CDK Global sheds light on some evolving dynamics in automotive, particularly in the world of …
The Vancouver International Auto Show 2024 exceeded expectations and broke attendance records It was four long years without the Vancouver International Auto Show (VIAS), and now that the curtain has officially closed on the 100th edition — what a spectacular return to …
Dealers are facing one of the most uncertain periods in their history. Time will tell how it will unfold. Stay vigilant. The challenges facing automobile dealers are increasing at an alarming rate. The forces of nature that historically impacted automobile …
Planning for growth in the retail automotive space requires assessing the risks you might face Professional boxer Mike Tyson has a famous quote: “everyone has a plan until they get punched in the mouth.” I love this one. To me, …
Will there be electric tears shed in our ZEV showrooms? Yes, we are moving to a zero-emission vehicle (ZEV) future, which is clearly the right thing to do for the planet. But what is the average consumer likely to see …
Express Service at dealerships often fails. Follow our advice for greater results We have, in previous columns, discussed appointments, being prepared for the customer’s arrival, and service reception. We thought this would be a good spot to introduce Express Service. …
Some dealership groups boost training results by creating their own auto group university You spend thousands of dollars each year for technician training, sales training, management / leadership training, customer experience, software training, safety training and more. Some dealer groups …
Critics of government investment in Canada’s auto industry are being short-sighted I am really perplexed about how some Canadians, for politically motivated reasons or otherwise, continue to want to find fault with our attraction of more than $40 billion in …
The power of delivering a personalized customer experience within your dealership In today’s world, a level of personalized service has become the norm. In fact, according to Zendesk’s CX Trends 2024 report, 76 per cent percent of survey respondents said they expect …
