Bullpen or bull?
Weighing the pros and cons of the bullpen layout A FEW MONTHS AGO, my column on “tables for tablets” looked into how technology could alter the layout of a showroom. The argument was that mobile devices like tablets could become …
Category: Columns
Behind the headlines
A flurry of auto investment announcements is good news for Canada. But are we getting our fair share of the investment pie? IF THERE WAS NO SUCH thing as the Internet or any other form of news or awareness of …
Are you listening to customers?
Dealerships have measurement tools to record customer feedback. But are they really listening? THE AUTO INDUSTRY is probably one of the most avid users of “voice of the customer” data. We use surveys of one type or another to measure …
Technology really is making driving safer
Vehicle safety features are contributing to declining crash fatality numbers EVERY YEAR, MORE TECHNOLOGY is added to new cars and trucks, much of it in the name of safety. Once exotic technologies such as ABS (anti-lock brakes) and ESC (electronic …
Pickups and Porsches
Country music star Jason McCoy’s rides offer the best of both worlds Celebrity: Jason McCoy Profession: Award-winning country music singer and songwriter Vehicle: 2000 Porsche 911 and 2001 Chevy Silverado Country music star Jason McCoy has racked up countless awards …
Keep your eye on the prize
Government policy decisions sometimes really miss the mark — and the point “Keep your eye on the prize,” is an old chestnut that has been handed down from generations of parents, teachers, coaches, mentors and motivators to encourage us to …
Where have all the managers gone?
Try David’s Pop Quiz to see if your online lead handling expertise is up to scratch Nearly every week I am in a dealership somewhere in Canada or in the U.S. assisting with its BDC or Internet operation and a …
The more things change…
The auto retail industry is evolving, but many of the basics remain constant Rock star Bon Jovi made a few dollars a few years back with his catchy song “The More Things Change.” The saying, I believe, comes from a …
The numbers don’t lie
Practical tips to build your high-performance digital sales team I recently read a statistic that said a typical dealership has less than 20 per cent of their sales staff dedicated to supporting their Internet-based sales efforts. With more than 90 …
A satisfied customer
Building and bonding better customer relationships within a dealership Having a dedicated Customer Relations Department is important in the daily operations of any dealership. This department is the front line between an organization and its customers. Working together to meet …
Cheap gas won’t slow charge toward electrification
It’s regulation — not consumer demand — that is driving the OEMs to bring more electric vehicles to market Gasoline is selling for less than 90 cents/litre in much of the country as we go to press — fully a …
Chasing consumer expectations
The research is mounting that consumers expect much more from retailers — but how can you respond? Many times in this column, I’ve referred to the need for dealerships to see themselves more as mainstream retailers than as a highly …
