Changing up the game
As the industry returns to a more normal state, dealers will have to adapt and adopt some of the best practices from the pandemic. As we move past the midway point of 2023, it’s important to take stock of how …
Category: Columns
Stay alive until twenty twenty-five!
Words for the wise as dealers navigate the murky waters ahead. As I was driving to a meeting this morning and listening to Squawk Box on CNBC, they were discussing the current state of the economy and what could lie …
Playing by the rules
Greater scrutiny means dealers need to remain vigilant about complying with financial services regulations The regulatory environment for Financial Services in the automotive industry is always in a state of evolution. Regulators conduct market research and respond to customer complaints …
Transitioning from customer service to customer experience
The new battleground for success is providing an unrivalled customer experience. But what does that really mean? The terms “customer service” and “customer experience” are commonly used interchangeably. There are, however, key differences between the two, and offering great customer …
Want career growth? Try these tips
Sharing secrets to career success in the C-suite for automotive executives. Dealerships are complex organizations. Success factors are constantly changing so it’s important that your executive team is nimble and well rounded. They must be adaptable and have strong problem-solving …
Need another technician?
They might already be working for you but you just don’t see them. How do we know if our workshops are working at their maximum? Stand up, walk to the service manager and ask them: What was our shop productivity …
How can dealers continue to win?
Auto dealers who evolve, have a different, but bright future. In 2019, Forbes magazine offered one of the best descriptions of disruption I’ve read: “Disruption is rarely invited… it is almost always forced on us, particularly in a mature industry, …
Mixed signals on the economy
Interest rate hikes caught some by surprise. Here’s what’s behind it. In June, the Bank of Canada announced that it had increased the target for the overnight interest rate to 4.75 per cent. This may come as a surprise for many Canadians, …
New fixed ops columnists join the team
Our fixed ops experts will help dealerships run more profitable service operations Each day our technicians walk through our work shop doors and hand us a gift… that gift is eight hours of skilled time. We have usually spent a …
Predicting success with data
Leverage opportunities within data warehouses and your DMS systems Modern businesses know the power of data. If used right, it can give your organization a real competitive advantage. Using data as a predictive tool, rather than a backwards looking one, …
What happens in Vegas…
If you’ll allow me to alter and repurpose that well known and oft-quoted Vegas slogan, what happens in Vegas won’t stay in Vegas. I know that because I’ll be reporting on it. I’ll be heading down there for Thomson Reuter’s …
Can an auto show have winners and losers?
What are the implications for dealers of brands that exhibit vs. those that don’t? Does an auto show deliver a return on investment for exhibiting brands? This was one of many questions that that Jason Campbell, General Manager, and his …
