Columns

Own the customer

Own the customer

August 17, 2010 at 2:18 pm Comments are Disabled

If you don’t, your competition will Six months after the fact, at the height of summer, the Winter Olympics are now a distant memory. But they can still remind us of a lesson worth learning. Did you watch the Olympics? Probably, and you probably remember the Canadian slogan, “Own The […]

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Does size really matter?

Does size really matter?

July 21, 2010 at 2:39 pm Comments are Disabled

It might, but that doesn’t mean bigger is always better A number of dealerships in the last 12 months have experienced severe decreases in their customer-paid work orders for multiple reasons that are not always easy to identify. But it is a fact of doing business that if the iron stops going […]

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Auction Action!

Auction Action!

July 21, 2010 at 12:57 pm Comments are Disabled

The auto auction business, which grew out of a need to help dealers resell vehicles they were unable to sell through a retail transaction, has undergone significant changes over the years. In hindsight, bringing buyers and sellers together in a ‘mass’ marketplace was an elegantly simple solution to the dealers’ […]

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Cultural diversity can be your competitive advantage

Cultural diversity can be your competitive advantage

June 17, 2010 at 1:05 pm Comments are Disabled

The growing diversity of the Canadian market is a business opportunity Not long ago, in my corporate days, I remember attending diversity training. Before, the focus was on sameness. Thankfully those days are gone and we realize now the sophisticated nature of Canada’s cultural mosaic from coast to coast. We […]

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Of software and people

Of software and people

May 17, 2010 at 12:49 pm Comments are Disabled

A lesson in how not to satisfy customers As I am writing this article I am crisscrossing the USA trying to get to Los Angeles from South Carolina. I am actually on vacation but duty calls and a quick jaunt across the continent is in order this evening. Back tomorrow […]

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Social overload

Social overload

April 17, 2010 at 12:22 pm Comments are Disabled

Dealers are feeling the pressure on social media, but common sense has to prevail When I was younger — much younger — I played many different sports while growing up. One thing I remember clearly is how important it was to be aware of your teammates’ locations on the ice […]

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Turbulent times call for a plan

Turbulent times call for a plan

March 17, 2010 at 12:22 pm Comments are Disabled

Now is a good time to review yours Conversations I have had with dealers over these past few months indicate that there is much confusion and concern… and just as much opportunity. I cannot recall a time where so many differing views exist on the short-term future depending on the […]

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Canadian auto dealer